The Customer Complaints Code

Flowchart explaining the TDR Scheme

The Telecommunication Dispute Resolution Customer Complaints Code and the Terms of Reference are the basis of the TDR Scheme. The Scheme governs the TDR service, and established TDR as an independent body for the prompt, unbiased resolution of disputes.

The purpose of the Code is to set the standards of service that consumers can expect of Scheme Members. Specifically this means:

  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.

You can download the Code as a PDF file from the Telecommunication Carrieris' Forum (TCF) website. You will need Adobe Reader to read the downloaded file. This is free software that you can download from the Adobe website.