NZ Commerce Commission welcomes new broadband marketing codes









Telecommunications Commissioner Tristan Gilbertson

The Commerce Commission welcomes new marketing codes for the telecommunications industry that will help consumers make informed choices about the best broadband service for them.

The new codes were developed by the New Zealand Telecommunications Forum (TCF) in response to guidelines issued by the Commission using new powers to improve the quality of retail service for consumers.

In November, the Commission announced that it had published guidelines to improve broadband marketing practices. The Commission has said it expects broadband providers to immediately apply the guidelines to their marketing practices, to protect consumers during the busy Christmas period. The Commission also ordered the industry to convert the guidelines into a binding industry code through the TCF.

“We have been encouraged by the industry’s positive response to the challenge of cleaning up the commercialization of broadband. Providers have changed their marketing practices and the codes that have been released should ‘lock in’ the improvements that have been made for consumers,” Telecoms Commissioner Tristan Gilbertson said.






Gilbertson said the Commission’s action has three key benefits for consumers:

  • Obtain sufficient advance notice of any changes to their copper service, so that they are not rushed into making decisions about an alternative service, and obtain information about the full range of alternative services available to them.
  • Speed ​​claims in advertising which must be based on independent testing under the Measuring Broadband New Zealand program (rather than ‘up to’ or theoretical maximum speeds).
  • The right to withdraw from their plan or broadband provider, without penalty, when a service materially fails to deliver what was advertised.

“These are interrelated measures designed to ensure that consumers get the information they need to make informed choices about the best broadband service for them, backed by an ‘exit fee’ if the service fails to meet expectations. .”

Gilbertson said the Commission will closely monitor this area as part of its ongoing market surveillance work.

“We want to make sure that the changes made by suppliers are integrated into their marketing practices. We expect suppliers to keep us informed of how they implement the codes, as well as how they inform their customers of their rights under the codes,” he concluded.

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Chris Coughlan

A versatile technology executive with extensive experience in most disciplines and technologies in the information and communications technology sector. Roles have encompassed general management, product management, business development, sales management, industry marketing, operations management, research and development, business case development, market research and forecasting, regulation, strategy management, solution development, major project construction, design and process management. , technology and management consulting, and engineering.