Consumer welcomes Telecom’s announcement that it will allow customers who have suffered continued outages on the XT network to break their contracts without penalty.
Individual consumers are protected under the Consumer Guarantees Act when a promised service is not delivered with reasonable care and skill or the service is not fit for the purpose.
Customers can contact Telecom via 123 or 126 if they are a business customer. Telecom says those customers will be taken through a number of steps including assessing if a move back to the CDMA network is appropriate.
Telecom is also offering customers affected by the most recent outage a credit of 33 percent on their monthly plan for the next three months. For example, a One Rate 100 plan for $49.95 a month, will now cost $33.
Affected pre-paid customers will get a 33 percent bonus every time they top up over the next three months.
Affected Business On Account SME customers, Gen-i enterprise, and corporate clients will get a 50 percent credit on monthly charges for the next three months.
We’d encourage customers to contact Telecom and rival telcos to negotiate the best deal possible.
More from consumer.org.nz
- Consumer Guarantees Act - our guide to your rights
- Mobile phones - compare mobile phone plan options
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I had a significant problem with the XT network (not during one of the reported outages)impacting my ability to work. I decided to move to Vodafone. On speaking with my Telecom account manager, he requested I send my phone back and immediately arranged a full credit for the exit fee I was charged. Couriered the phone one day - had the cheque the following day. Well done Telecom!