Concerns & complaints

    If you believe Telecom is in breach of the Undertakings, we encourage you to attempt to resolve the issue with the relevant Telecom business unit.

    • For information about how to raise an Undertakings related issue with Wholesale, please follow this link, Wholesale
    • For information about how to raise an Undertakings related issue with Chorus, please follow this link, Chorus.

    The IOG will consider Undertakings related issues from service providers which cannot be satisfactorily resolved with the Telecom business unit, or issues which service providers would prefer to raise directly with the IOG in the first instance.

    For assistance and advice please call the IOG Support Office on 0800 ASK IOG (0800 275 464).
     
    If you wish to make a formal complaint to the IOG, please follow the complaints process set out below. 

    Process

    1. Any complaint is to be made in writing to the IOG Support Office, PO Box 2379, Wellington.
    2. The complaint is to refer to the Undertaking(s) relevant to the complaint.
    3. The IOG Chairman will formally acknowledge receipt of the complaint, and advise the complainant of who will lead the investigation.

    Initial Assessment

    1. The IOG Support Office will:
      - if necessary meet with complainant to understand the complaint and determine supporting facts
      - seek response(s) from Telecom
      - refer Telecom's response(s) and the IOG Support Office findings to the complainant and seek comment
      - report to the IOG Chairman on findings.
    2. The IOG Chairman or their nominee will:
      - determine whether the complaint is to be further investigated
      - advise the complainant in writing of the outcome of the Initial Assessment, and whether a more detailed investigation will be made.  If the complaint is not to be further investigated, the IOG Chairman or nominee will provide the reasons for the decision to the complainant.

    Investigation

    1. The IOG Support Office will request any further information it requires from both the complainant and Telecom.
    2. On the basis of its enquiries and the information received, the IOG Support Office will recommend to the IOG that the investigation has found either:
      - Telecom has complied with the Undertakings
      - Telecom has breached the Undertakings however the breach is considered to be  trivial
      - Telecom has breached the Undertakings and the breach is considered to be non- trivial, or
      - there is otherwise an issue of concern.
    3. The IOG will consider the recommendation of the IOG Support Office and either uphold or overturn it, or ask for further investigation.

    Closure

    1. The IOG will provide the complainant with a written adjudication, with reasons, and provide copies of such adjudication to the Telecom Board and the Commerce Commission.

    Timing

    1. The process will be carried out with due expedition and the IOG Support Office will provide a written status report to the complainant and the IOG every 20 working days.
    2. An initial assessment will be provided to the complainant within 40 working days of the date the complaint is received in writing by the IOG Support Office.

    It would help us to investigate your issue if you can provide the following information:

    • A description of the issue which you would like the IOG to investigate
    • Reference to the Undertaking(s) that you consider have been breached
    • The impact that this issue has had or is likely to have on your business
    • Details of any dealings you have had with Telecom to attempt to resolve the issue
    • Any relevant information or documents in support of the issue
    • Your contact details

    Please note that if you are providing information that you do not wish Telecom to see, please provide a separate non-confidential version of the information which can be disclosed to Telecom.

    Getting help

    The IOG Support Office Industry Liaison Manager can provide advice on how to submit a complaint to the IOG, or on which alternative complaints procedures are available if the IOG is not an appropriate route. The Industry Liaison Manager can also provide assistance in helping to determine whether or not a concern or complaint is Undertakings related.  The Industry Liaison Manager be contacted by emailing iogsupportoffice@telecom.co.nz or by calling 0800 ASK IOG.

    Commerce Commission

    The Commerce Commission has the overall role of enforcing compliance with the Telecommunications Act 2001 (this includes Telecom's Operational Separation Undertakings).  Service providers can complain to the Commerce Commission about Telecom's compliance with the Undertakings.  For more information about the role of the Commerce Commission or how to make a complaint to the Commerce Commission, please follow this link to the Commerce Commission's website.