Telecommunications Engagement Strategy
DRAFT
AUGUST 2022
A well-functioning telecommunications market is essential for New Zealanders
The message house
STAKEHOLDER SEGMENTATION
and for business. The Commerce Commission monitors and regulates
Opportunities
Our message house provides the
Aotearoa New Zealand’s telecommunications market – playing a vital role in its
overarching telecommunications narrative
The sector
NZ Telecommunications Forum Inc
• Needs to know what actions members need to take to comply with the
wellbeing. The Telco branch adds value to the lives of New Zealanders and
law, rules and regulations
that guides our engagement work. It sets
Represents the common interests of the
The Telecommunications Forum is the main
New Zealand businesses:
the direction, tone, and ambition of the
telecommunications service providers.
membership body for industry participants.
• Interested in useful information and trends relating to the sector, to help
branch and what we offer New Zealand.
their membership
We share our information and insights with this
• We shape the future of telecommunications through the strength of our
audiences, keep them informed about our work
• Provides an easy way for communicating with the telecommunications
connections and our work with local and global thought leaders
OUR BIG PICTURE
programme and seek their feedback and input
service providers
particularly around the development of Codes
• We work with significant pools of data from multiple sources, including
• Will facilitate the co-creation of codes, involving their members
All New Zealanders can make confident
so that these are fit for purpose.
feedback from the public about their experiences, and other insights, to
choices to stay connected in ways that fit
We provide these organisations with clear
Major service providers
• The source of information for almost all consumers about
inform our work
their situation, lifestyle, and business.
information about regulations and how to
telecommunications offerings (an important and untapped channel)
Organisations include Spark + Skinny, Vodafone,
comply, including updates and how these affect
• We proactively inform and educate New Zealanders about the work we do,
2degrees + Vocus, MyRepublic, and Chorus
• Have consumer insights and intel that we could draw upon
them.
the protections we put in place, and the importance of getting feedback
OUR OFFER
• Have the technical expertise required to ensure Codes are fit for
Together, the providers within this group reach 97%
from those who are impacted by poor experiences in a timely way.
purpose, whether developed by the sector or by Commerce
We drive the sector to be competitive and
of the market.
Commission
Our stakeholder engagement strategy guides us in building trusted, enduring
customer focused for the benefit of all
• Need to know how to comply with the law
relationships where we are known for our positive voice, proactive actions, and
New Zealanders and the economic
wellbeing of our country.
• Interested in our data and insights to inform their work
New Zealand-centric approach.
Small and low cost providers
• Provide an alternative perspective to the main players – may be more
OUR AUTHORITY
aligned with our interests in consumers
Not all members within this group are known it’s
KEY PRINCIPLES
estimated to number 100+ providers. Together they
• Have a good knowledge of what their customers want
We are an independent Crown
reach the market not served by the major service
• Help to increase competition in the market and readily embrace
The following principles are how we want stakeholders and partners to describe the
entity, responsible for
providers.
switching providers
interactions they have with us.
monitoring and regulating the
telecommunications industry.
• Likely to be open to sharing information with their customers
• Need clear information about regulations and how to comply,
including updates and how these affect them
Two-way
We draw on significant pools
of data and information from
We listen carefully to our
Inclusive
multiple sources, including
Strategically and operationally
Ministry of Business Innovation and
• Has goals and work programmes aligned with telecommunications
stakeholders so that we
complaints from the public, to
aligned government agencies
Employment
• Requires our on-the-ground knowledge and experience to inform
understand their perspectives and
We provide avenues for all
inform our work.
policy decisions where telecommunications is the focus
We work with these agencies to understand
MBIE sets the policy.
goals. We take time to help others
stakeholders to work with
their responsibilities, strategies, plans that
to understand our objectives and
us regardless of their size.
We draw on experiences, local
relate to or complement the telecommunica-
Agencies with an interest in digital
• Have goals and work programmes aligned with and/or dependent on
the rationale for our actions even if
We embrace diversity to
and global, to help shape the
tions sector. We share our plans, information,
telecommunications and digital inclusion for delivery
inclusion and/or audiences in common
our actions may not always align
ensure New Zealand’s
future of telecommunications
and insights to help them reach their goals.
The Telecommunications Forum is the main
• Are trusted advisors on how to reach audiences where we do not have
with theirs.
connectivity supports a
vibrant economy for all.
in Aotearoa New Zealand.
membership body for industry participants.
expertise
• Can support us to reach consumers in common through their
We produce and promote
channels and/or advice on how best to do so
information and resources that
help New Zealanders to make
Statistics New Zealand
• Interested in accessing the data and insights we can deliver about
the right choices for their
telecommunications
The lead agency for government-held data.
situation.
• Has data and information that will help us to better mine our data and
develop deeper insights
Leadership
• Can provide expertise in data sharing and information
We influence the direction of
OUR CALL TO ACTION
the telecommunications
FOR NEW ZEALANDERS
Telecommunications experts
Academics, commentators, market
• Source of expertise and evidence that can help our decision-making
sector to support the
Fact driven
wellbeing of New Zealanders
We keep this group updated with our work
research organisations
• Has influence and offers an alternative and credible voice
We make decisions based
1 Talk to your provider to check
and our economy. We identify
programme and developments facing the sector.
on insights derived from
This group includes individuals and organisations.
and create opportunities for
you’re on the right plan for your
We may seek their input or to peer review work.
fact and data. We share the
Their expertise is matched with influence.
people to work together on
situation.
evidence and our insights
challenges facing the sector
with the sector and New
and to achieve goals in
Visit comcom.govt.nz for
Advocacy groups
Industry groups
• TDRS has information that can help us to understand the issues New
Zealanders.
2 Released Under Official Information Act 1982
common.
independent information to help
Zealanders face with their providers’ services and/or products
These groups represent and advocate for
This group includes the Telecommunications
you to compare what’s on offer.
industry and consumer interests.
Disputes Resolution Service (TDRS), TUANZ and
• TUANZ and InternetNZ can help to amplify our messaging and
InternetNZ.
endorse our work
We have shared interests in the rights of the
If there’s another plan or service
3
consumer, our digital world and digital futures.
that’s better for your situation,
Advocacy groups have valuable intelligence to
ELEVATOR PITCH
switch plans or providers today.
Consumer groups
• Provide channels for communicating directly with target audiences to
share about their constituents and how to
amplify our messaging, and are the experts on how to communicate with
reach them.
This group includes organisations that advocate for
their audiences
Formal: We drive the telecommunication sector to be competitive and customer focused
consumers (for example, Consumer NZ, Citizens Advice
Bureau, FinCap) or that advocate for specific audiences
• Can help us to encourage New Zealanders to compare providers and
for the benefit of New Zealanders and the economic wellbeing of our country. When New
OUR KEY SUPPORTING
or members (for example SeniorNet, Age Concern,
make sure they’re on the right plan for their situation
Zealanders sign up to a telecommunications provider or plan, they have confidence they’ve
FACTS AND FIGURES
Federation of Farmers, Rural Women and so on).
chosen the provider and products that’s right for them.
• Interested in our data and insights to inform their work
Informal: Our work is focused on the telecommunications sector being competitive and
Customer service dashboard
customer focused. We do this for the wellbeing of New Zealanders and our economy.
Retail services quality monitor
International community
Other regulators
• Provides a source of best practice and information to help improve our
When New Zealanders sign up with a telecommunications provider, we want them to be
work and decision-making – we can learn from them
We proactively engage with these groups; we
This group includes but is not limited to the
confident that it’s the right provider and plan for their phone and broadband needs. We want
Quarterly broadband measure
tend to learn from them rather than set the pace. Australian Communications and Media Authority
• Benefits for both when fostering cross-regulatory relationships
them to access information that helps them make those choices, and to have confidence to
(ACMA), the UK’s communications regulator Ofcom,
Understanding what has been done elsewhere
review their arrangements regularly or whenever life changes.
Annual telecommunications
and the Commission for Communications Regulation
and whether it was successful is important for
monitoring report
in Ireland (ComReg).
our work.
Telecommunications Stakeholder Engagement Strategy
DRAFT
AUGUST 2022
A well-functioning telecommunications market is essential for
ELEVATOR PITCH EXAMPLES
STAKEHOLDER SEGMENTATION
Opportunities
New Zealanders and for business. The Commerce Commission monitors
and regulates Aotearoa New Zealand’s telecommunications market –
Formal: We drive the telecommunication sector to
The sector
NZ Telecommunications Forum Inc
• Needs to know what actions members need to take to comply with the
playing a vital role in its wellbeing. The telcommunications branch adds
be competitive and customer focused for the
law, rules and regulations
Represents the common interests of the
The Telecommunications Forum is the main
value to the lives of New Zealanders and New Zealand businesses:
benefit of New Zealanders and the economic
telecommunications service providers.
membership body for industry participants.
• Interested in useful information and trends relating to the sector, to help
wellbeing of our country. When New Zealanders
their membership
We share our information and insights with this
• We shape the future of telecommunications through the strength of our
sign up to a telecommunications provider or plan,
audiences, keep them informed about our work
• Provides an easy way for communicating with the telecommunications
connections and our work with local and global thought leaders
they have confidence they’ve chosen the provider
programme and seek their feedback and input
service providers
• We work with significant pools of data from multiple sources, including
and products that’s right for them.
particularly around the development of Codes
• Will facilitate the co-creation of codes, involving their members
so that these are fit for purpose.
feedback from the public about their experiences, and other insights, to
Informal: Our work is focused on the
inform our work
telecommunications sector being competitive and
We provide these organisations with clear
Major service providers
• The source of information for almost all consumers about
• We proactively inform and educate New Zealanders about the work we
customer focused. We do this for the wellbeing of
information about regulations and how to
telecommunications offerings (an important and untapped channel)
Organisations include Spark + Skinny, Vodafone,
New Zealanders and our economy.
comply, including updates and how these affect
2degrees + Vocus, MyRepublic, and Chorus
• Have consumer insights and intel that we could draw upon
do, the protections we put in place, and the importance of getting
them.
feedback from those who are impacted by poor experiences in a
When New Zealanders sign up with a
• Have the technical expertise required to ensure Codes are fit for
Together, the providers within this group reach 97%
timely way.
telecommunications provider, we want them to be
purpose, whether developed by the sector or by Commerce
of the market.
confident that it’s the right provider and plan for
Commission
Our stakeholder engagement strategy guides us in building trusted,
their phone and broadband needs. We want them
• Need to know how to comply with the law
enduring relationships where we are known for our positive voice,
to access information that helps them make those
• Interested in our data and insights to inform their work
proactive actions, and New Zealand-centric approach.
choices, and to have confidence to review their
arrangements regularly or whenever life changes.
Small and low cost providers
• Provide an alternative perspective to the main players – may be more
aligned with our interests in consumers
Not all members within this group are known it’s
Our
Our message house provides the overarching
estimated to number 100+ providers. Together they
• Have a good knowledge of what their customers want
telecommunications narrative that guides our
KEY PRINCIPLES
message
reach the market not served by the major service
• Help to increase competition in the market and readily embrace
providers.
house
engagement work. It sets the direction, tone, and
switching providers
ambition of the branch and what we offer New Zealand.
The following principles are how we want
• Likely to be open to sharing information with their customers
stakeholders and partners to describe the
interactions they have with us.
• Need clear information about regulations and how to comply,
including updates and how these affect them
OUR BIG PICTURE
OUR OFFER
Two-way
Strategically and operationally
Ministry of Business Innovation and
• Has goals and work programmes aligned with telecommunications
aligned government agencies
Employment
• Requires our on-the-ground knowledge and experience to inform
All New Zealanders can
We drive the sector to be
We listen carefully to our
policy decisions where telecommunications is the focus
make confident choices to
competitive and customer focused
stakeholders so that we understand
We work with these agencies to understand
MBIE sets the policy.
stay connected in ways that
for the benefit of all New
their perspectives and goals. We take
their responsibilities, strategies, plans that
fit their situation, lifestyle,
Zealanders and the economic
time to help others to understand our
relate to or complement the telecommunica-
Agencies with an interest in digital
• Have goals and work programmes aligned with and/or dependent on
and business.
wellbeing of our country.
objectives and the rationale for our
tions sector. We share our plans, information,
telecommunications and digital inclusion for delivery
inclusion and/or audiences in common
and insights to help them reach their goals.
actions even if our actions may not
The Telecommunications Forum is the main
• Are trusted advisors on how to reach audiences where we do not have
always align with theirs.
membership body for industry participants.
expertise
• Can support us to reach consumers in common through their
OUR AUTHORITY
channels and/or advice on how best to do so
We are an independent
We draw on significant
Statistics New Zealand
• Interested in accessing the data and insights we can deliver about
pools of data and
Inclusive
Crown entity, responsible
telecommunications
for monitoring and
information from multiple
We provide avenues for all
The lead agency for government-held data.
• Has data and information that will help us to better mine our data and
regulating the
sources, including
stakeholders to work with us
develop deeper insights
telecommunications
complaints from the
regardless of their size. We embrace
industry.
public, to inform our work.
diversity to ensure New Zealand’s
• Can provide expertise in data sharing and information
connectivity supports a vibrant
economy for all.
We draw on experiences,
We produce and promote
Telecommunications experts
Academics, commentators, market
• Source of expertise and evidence that can help our decision-making
local and global, to help
information and resources
We keep this group updated with our work
research organisations
• Has influence and offers an alternative and credible voice
shape the future of
that help New Zealanders
programme and developments facing the sector. This group includes individuals and organisations.
telecommunications in
to make the right choices
We may seek their input or to peer review work.
Their expertise is matched with influence.
Aotearoa New Zealand.
for their situation.
Fact driven
Advocacy groups
Industry groups
• TDRS has information that can help us to understand the issues New
Released Under Official Information Act 1982
We make decisions based on
Zealanders face with their providers’ services and/or products
These groups represent and advocate for
This group includes the Telecommunications
insights derived from fact and data.
OUR CALL TO ACTION
OUR KEY SUPPORTING
industry and consumer interests.
Disputes Resolution Service (TDRS), TUANZ and
• TUANZ and InternetNZ can help to amplify our messaging and
We share the evidence and our
FOR NEW ZEALANDERS
FACTS AND FIGURES
InternetNZ.
endorse our work
insights with the sector and
We have shared interests in the rights of the
consumer, our digital world and digital futures.
New Zealanders.
Talk to your provider to check
1
Customer service dashboard
Advocacy groups have valuable intelligence to
you’re on the right plan for your
Consumer groups
• Provide channels for communicating directly with target audiences to
share about their constituents and how to
situation.
amplify our messaging, and are the experts on how to communicate with
Retail services quality monitor
reach them.
This group includes organisations that advocate for
their audiences
consumers (for example, Consumer NZ, Citizens Advice
Visit comcom.govt.nz for
2
Bureau, FinCap) or that advocate for specific audiences
• Can help us to encourage New Zealanders to compare providers and
independent information to
Quarterly broadband measurement
Leadership
or members (for example SeniorNet, Age Concern,
make sure they’re on the right plan for their situation
help you to compare what’s on
Federation of Farmers, Rural Women and so on).
• Interested in our data and insights to inform their work
We influence the direction of the
offer.
Annual telecommunications
telecommunications sector to support
monitoring report
If there’s another plan or
the wellbeing of New Zealanders and
3
International community
Other regulators
• Provides a source of best practice and information to help improve our
service that’s better for your
our economy. We identify and create
work and decision-making – we can learn from them
situation, switch plans or
opportunities for people to work
We proactively engage with these groups; we
This group includes but is not limited to the
providers today.
together on challenges facing the
tend to learn from them rather than set the pace. Australian Communications and Media Authority
• Benefits for both when fostering cross-regulatory relationships
sector and to achieve goals in common.
(ACMA), the UK’s communications regulator Ofcom,
Understanding what has been done elsewhere
and the Commission for Communications Regulation
and whether it was successful is important for
in Ireland (ComReg).
our work.
