Telecommunications Act 2001

Consumer matters - Dispute resolution schemes

241: Disputes may be referred to industry dispute resolution scheme

You could also call this:

"Solving disputes with your phone or internet provider"

Illustration for Telecommunications Act 2001

You can refer a dispute with a telecommunications service provider to an industry dispute resolution scheme. You can do this if you disagree about your rights and obligations under a Commission code. The dispute can be about things like installation times or how complaints are handled. You can refer a dispute to the scheme if it is about matters covered by the code or the scheme. The Commission code sets out rules for telecommunications service providers. You or the service provider can refer the dispute to the scheme. The industry dispute resolution scheme can help resolve disputes between you and the service provider. It can help with disputes about your rights and obligations under the Commission code. You can find more information about the Telecommunications (New Regulatory Framework) Amendment Act 2018 online.

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This page was last updated on 8 October 2025

View the original legislation for this page at https://legislation.govt.nz/act/public/1986/0120/latest/link.aspx?id=LMS134658.

Topics:

Money and consumer rights > Consumer protectionBusiness > Industry rules

240: Dispute resolution scheme, or

"How to solve problems with your phone or internet company"

242: Determinations binding on scheme members and certain other parties, or

"Decisions made by a dispute resolution scheme must be followed by all parties involved."

Part 7Consumer matters
Dispute resolution schemes

241Disputes may be referred to industry dispute resolution scheme

A dispute between a consumer and a telecommunications service provider about their rights and obligations under a Commission code may be referred to an industry dispute resolution scheme by any of the parties to the dispute.
Disputes that may, depending on the relevant Commission code, be referred to an industry dispute resolution scheme include disputes about the following:
installation times:
how consumer complaints are handled:
other matters provided for in the code or by the industry dispute resolution scheme.

Compare

2001 No 103 s 155ZI

Notes

Section 241: inserted, on 13 November 2018, by section 36 of the Telecommunications (New Regulatory Framework) Amendment Act 2018 (2018 No 48).