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Elevate Magazine
September 5, 2024

Mobile Network Companies Required to Improve Coverage Transparency and Offer Penalty-Free Exits

mobile network companies required to improve coverage transparency and offer penalty free exits

The Commerce Commission has mandated mobile network operators to simplify the process for consumers to compare coverage across different providers and to exit contracts without penalties if they encounter service issues.

According to ComCom, mobile network providers must create standardised coverage maps that are easily accessible on their websites—specifically, within two clicks from the homepage. 

The maps shall include geographical areas covered by each provider and descriptors such as “excellent,” “good,” “fair,” and “no coverage,” along with specific signal strength thresholds for each coverage level.

The commission has called for collaboration among mobile network operators to enhance their coverage maps within 12 months, with regular progress reports to ensure compliance. 

Telecommunications commissioner Tristan Gilbertson emphasised the need for accountability among mobile providers, stating that if a company fails to deliver the promised coverage, consumers should be able to exit their contracts without incurring any penalties.

This policy aligns with practices already adopted by some providers, such as One NZ and 2degrees, which offer network guarantees to new customers. The Commission expects all operators to adopt similar measures, ensuring that consumers can switch providers more confidently, knowing they have the option to leave if their service does not meet expectations.