Determinations

When a complaint has completed the TDR process, a final decision is made by the Resolution Practitioner

If the final decision is accepted by the consumer it is binding on the telecommunications company. If the consumer does not accept the final decision, the complaint can be taken to another forum (eg Disputes Tribunal).

Recent final decisions that have been issued by TDR will be published here.

Determinations
Customer service and charges for mobile broadband
Determinations
Customer service, GST invoices
Determinations
Misleading advertising and failure of network coverage
Determinations
Faults - disconnected service due to a carrier fault
Determinations
Customer service - complaint handling systems
Determinations
Early termination charges
Determinations
Billings - charging of voice calls for dial-up internet connection
Determinations
Billings - charging for mobile internet usage
Determinations
Customer service with regard to complaint handling standards and procedures
Determinations
Misleading information about the price of overseas broadband roaming services
Determinations
Billings - charging for internet usage and accuracy of billing information
Determinations
Delay in transferring telephone and broadband services to a new property
Determinations
Faults - failure of service, loss of business profits
Determinations
Faulty mobile handset and poor customer service
Determinations
Failure of contracted services, loss of business profits
Determinations
Failure of contracted services, loss of business profits
Determinations
Termination of contract for internet services
Determinations
Disputed charges, disconnection of mobile services, early termination fees
Determinations
Fraud - charges for premium text messaging services
Determinations
Connection delays and service issues
Determinations
Services - delayed connection
Determinations
Billings - charges for mobile phone services
Determinations
Billings - undercharging mobile services, back billing
Determinations
Misleading information about charges for calls to a local access number from calling card
Determinations
Billings and fees - roaming charges
Determinations
The Customer considers there is a disagreement over what a contract is.
Determinations
Billing and fees
Determinations
Billing and fees - disputed charges
Determinations
The new Provider charged the Customer a reconnection fee and the old Provider charged her an early termination fee.
Determinations
The Customer’s complaint was that the Provider had been sending him spam emails and although they stopped when he requested cessation, they later started up again.
Determinations
Early termination to a contract
Determinations
Faults - delay in service restoration
Determinations
Data roaming charges
Determinations
Warranty and liability for damage to mobile phone
Determinations
Water damaged handset
Determinations
Contract
Determinations
Faults - intermittent fault of landline services
Determinations
Faulty mobile handsets
Determinations
Faults - faulty mobile telephones
Determinations
Liability for costs incurred on account
Determinations
The Customer’s complaint that the Provider’s representative had “hung up” when he phoned and had promised to call him back but did not.
Determinations
The Provider was pursuing the Customer for the amount owing on invoices in which the Customer claimed that his mobile phone might have been “cloned” hence resulted in the charges.
Determinations
The Customer complained about the roaming charges while he had not asked the Provider to give him roaming services.
Determinations
Service issues and early termination of the contract
Determinations
Debt recovery and customer service
Determinations
This dispute was brought on a number of grounds, including proposed customer service issues, the accuracy of accounts raised, and service provision.
Determinations
Wiring fault
Determinations
Outstanding account and account cancellation
Determinations
End of account, frivolous or vexatious complaint
Determinations
Deceptive conduct
Determinations
Payment agreements - change of contact details
Determinations
Payment arrangements - change of contact email address
Determinations
Debt - using 0900 numbers
Determinations
Contract and customer service
Determinations
Water damaged
Determinations
Provider’s mobile app
Determinations
The Customer who failed to read the terms written on the cardboard complainted about the higher charges to his mobile phone account.