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6. Our other roles


Other roles under legislation, codes and standards


We have other roles that come from legislation, industry codes and industry standards.

For example:

  • we can give an evidentiary certificate stating that a provider has not met the Customer Service Guarantee Standard
  • the Telecommunications Code of Practice allows a person objecting to a telecommunications carrier’s land entry activities to require the carrier to refer the objection to us
  • an industry code can give us the power to handle complaints under that code

Reporting non-compliance and regulatory issues



We can publish the name of a provider (or anyone who should be a provider) where we consider that the provider does not comply with the TIO scheme.  We can also publish details of how they do not comply.

We have published a procedure about how we will use this power.


We can tell the telecommunications regulator or another regulator about conduct by a provider that may be relevant to the investigation or enforcement roles of that regulator, and give the regulator any relevant information and documents.

We have published a procedure about how we will use this power.

Recommending improvements to providers’ procedures


We can give a provider a report where we consider that the provider’s general telecommunications policy or commercial practices:

(a) have contributed to a complaint;


(b) have caused a number of similar complaints; 


(c) have made the investigation or handling of a complaint more difficult;


(d) should be referred to the telecommunications regulator.


We can also recommend to a provider how the provider can improve their complaint handling procedures. The provider must reasonably consider these recommendations. 

Publishing reports


We can publish reports about our activities and about issues that relate to the TIO scheme and the telecommunications industry.

Examples of information that we can publish in our reports are:

  • complaint statistics and trend analyses
  • information about our work on systemic issues
  • case studies based on complaints we have handled


Go to 7. Managing the TIO Scheme 

Return to Terms of Reference table of contents  

This version is published on 1 December 2014

Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

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