Faults
In effect from 1 July 2025
The TIO expects providers to respond to faults quickly and effectively.
Faults with phone or internet services, or equipment, can stop people using an essential service in the way they need to. People rely on their provider as a technical expert to fix these issues.
Good industry practice encourages providers to keep people informed and choose the right steps to identify and fully resolve the problem. Providers should also minimise connectivity interruptions and adjust billing as needed.
The TIO’s Good Industry Practice Guide on Faults covers:
- Complaints we handle about faults with equipment and services
- Troubleshooting
- Assessing equipment
- Faulty equipment
- Equipment from third parties
- Internet faults
- Mobile coverage.