How The Scheme Works

This diagram shows the structure of the Telecommunication Dispute Resolution (TDR) Scheme.

The TDR Scheme governs the TDR service. The TDR Scheme was set up by the Telecommunication Carriers Forum. This is a collective of telecommunication companies that operate in New Zealand. The Forum developed the Customer Complaints Code and the Terms of Reference that are the basis of the TDR Scheme, and set up the TDR service as an independent body for the prompt, unbiased resolution of disputes. The service starting operating on November 30, 2007.

The Scheme reports to a governing Council. The Council is made up of half Scheme Members and half consumer representatives. The current members of the Council are listed on the TCF website.

The Scheme sets out the rights of customers and obligations of Scheme Members, regarding the handling of disputes, or complaints that have not been resolved through the members' usual complaints process. Scheme Members agree to be bound by the terms of the Scheme and Code, and only customers of Scheme Members can lodge disputes with TDR.

The principles of the Scheme are:

  • Accessibility
  • Independence
  • Fairness
  • Accountability
  • Efficiency
  • Effectiveness
The purpose of the Code is to:
  1. To improve Scheme Members' internal complaints resolution processes to assist with early resolution of customer complaints.
  2. To increase customer confidence in the industry by establishing appropriate standards of practice that apply consistently across the industry.
  3. To ensure that customers have access to an effective independent dispute resolution mechanism to address issues where the customer is not satisfied with the outcome from their Scheme Member’s internal complaints handling or dispute resolution process in relation to a customer complaint.
  4. To facilitate the resolution of customer complaints relating to telecommunications services in New Zealand through practices that are fair and equitable and are consistent with the purposes and provisions of the Telecommunications Act (2001) and any of its current or future amendments.
Customers and Scheme Members must follow the processes set out in the Code for the resolution of a customer complaint, before a customer can take the complaint to TDR.