We’re updating the Reactive Copper Transitions/ Copper Faults process
As copper services are progressively withdrawn in Chorus and LFC fibre areas, we’re focused on ensuring a consistent, effective approach to managing copper faults across Aotearoa.
What’s changing?
From 24 September 2025, we’re enhancing the Reactive Copper Transitions (RCT) process. This process is used when copper fault repairs are delayed or difficult to resolve. The updates aim to:
Reduce long wait times for copper repairs and improve customer outcomes
Encourage transitions to faster, more reliable technologies like fibre or wireless
Apply the RCT process consistently across all geographic locations.
These changes are based on feedback from recent Channel Partner workshops.
Why this change?
As Copper Withdrawal progresses and copper technician availability declines, copper faults are becoming harder and slower to fix. The updated RCT process helps customers restore service sooner by moving to available alternatives like fibre or wireless rather than waiting for copper repairs.
Current process
Over the past two years, we’ve piloted the RCT process in rural areas to transition customers to alternative technologies as the quickest way of restoring service in the event of a challenging copper fault repair. While this approach has been effective, we’ve heard feedback about delays in customer communication and implementing solutions. We’re now streamlining the process, addressing those delays, and expanding RCT across New Zealand for a more consistent, timely experience.
Key changes to the RCT process
Faster solutions for customers in fibre areas: In areas where a simple fibre install is possible (e.g. ONT is intact, no MDU/ROW consents or build required to install), and a copper fault is delayed, Channel Partners will be asked to discuss alternative options with the customer first. These alternatives often provide a quicker, more reliable solution.
Introducing standard response timeframes: To ensure timely outcomes, we’re introducing clear standard response windows for RCT cases:
3 working days if your customer has no service: If no response is received from you within this timeframe, Chorus may contact your customer to provide a fault update. If necessary, we may refer them back to you to explore more modern alternatives.
7 working days if your customer has a degraded service or temporary repair: Chorus will work with you to ensure your customer is aware that their service could be at risk of failure, and it would be beneficial to explore more modern alternatives.
What this means for Channel Partners
No change to how copper faults are logged
Broader application of the RCT process across all areas
Clearer timelines for action
You remain the first point of contact for customer conversations
Q&A
Q: How will the Channel Partner be advised of an RCT referral?
A: Chorus will notify the Channel Partner via email, as well as by updating the Assurance Portal (SD Ticket).
Q: Who will receive the RCT referral email?
A: Our RCT team maintains a contact list for most Channel Partners. Where no dedicated contact exists, the referral may be sent via your Partner Delivery Manager.
Q: Where fibre is an available alternative, will Chorus advise the Channel Partner of this on the RCT fault ticket message?
A: Yes, Chorus will include this detail both in the RCT referral email and the Assurance Portal (SD ticket).
Q: How should the Channel Partner respond? Via the Assure ticket, or via the email trail from Chorus?
A: Please respond directly to the RCT referral email.
Q: What information should the response include?
A: Your reply should confirm:
Whether you can offer an alternate service
If the customer has accepted the proposed solution you have to offer
Order reference details (if applicable for fibre orders)
Customer contact details i.e. contact mobile number
Q: What if the Channel Partner doesn’t respond in the given timeframe?
A: If the fault repair is likely to take time to resolve, Chorus will contact your customer to explain the delay and risk to their copper service and may encourage them to speak with their service provider about alternative options.
Q: What if we have tried to contact the customer, but haven’t established a line of communication within the 3 or 7 day response timeframe?
A: Let Chorus know you are still attempting to contact the customer. We may also try to contact the customer to provide a fault update.
Q: What if the customer doesn’t want to move to an alternative and just wants their copper repaired?
A: Customers may choose not to move off copper as a result of a copper fault. However, they will be advised that their copper service is at risk, and that future repairs may not be possible or may be significantly delayed. Transitioning to an alternative is likely to be the faster way to restore service, and will result in a more reliable service moving forward.
Q: Why are we being asked to respond within 3 or 7 business days?
A: These response windows were developed based on your feedback. They give your teams an opportunity to attempt to engage the customer first, reduce periods of inactivity, and support faster resolution, especially where alternatives like fibre or wireless are readily available.
Q: What if the customer’s copper service is working again by the time we call?
A: The referral is made based on the service status at the time the case was logged. Copper services and performance can fluctuate due to environmental factors, but the referral still indicates an underlying performance issue with the copper service that can be mitigated by moving to a more modern technology option.
If you have any questions about these process enhancements, please contact the Channel Partner lead for this initiative, Simon Woodley – simon.woodley@chorus.co.nz