Frequently Asked Questions

What TDR can / can't help with

What can I complain about?

You can complain about any service or product that you get from your telecommunications company.  This includes land-line phones, data, internet, mobile phone, pre-pay mobile phone, and digital and cable television etc.

There are some things TDR doesn’t cover however. This includes your telecommunications company’s prices, content in Yellow Pages advertising, 111 calls and network coverage. For a full list of what is and isn’t covered see the Types of Disputes page.

For us to consider your complaint, you must make a complaint to your telecommunications company within 12 months of when the event/issue occurred.  Then you can make your complaint to TDR within 12 months of when you first made this complaint to your telecommunications company.

Can I complain about problems while I was being transferred from one company to another?

Yes. The Customer Complaints Code covers problems with moving from one telecommunications company to another. 

Can I claim for costs involved in making my complaint?

No.

  • TDR cannot consider claims that are based on:
    • Loss of profits or indirect loss
    • Claims for pain and suffering
    • Loss of business reputation Inconvenience and mental distress
    • Costs involved in compiling or pursuing a complaint through the TDR process.

What isn’t covered by TDR?

TDR does not deal with complaints about pricing, network coverage, 111 calls, Yellow Pages advertisements, business and government accounts. For a full description of what is, and isn’t, covered please see the Types of Disputes Covered. For us to consider your complaint, you must make a complaint to your telecommunications company within 12 months of when the event/issue occurred. Then you can make your complaint to TDR within 12 months of when you first made this complaint to your telecommunications company.

What if TDR can’t help?

If TDR can’t help, we recommend you go through your telecommunications company’s formal complaints process to try to resolve your issues. If you are dissatisfied with the results of this process, you can go to the Disputes Tribunal or through the Court System. If your dispute relates to unfair trading practices, we suggest you also inform the Commerce Commission.

Costs

How much will it cost?

The dispute process is free. If your telecommunications company has to look for information that is more than three months old or relates to an account that has been closed, however, it can charge you for this work. It can also charge if your complaint requires your phone line to be tested more than once in a six month period. The company must tell you before it does anything that might mean a cost to you.

So who does pay for the service?

The TDR scheme is funded by the telecommunications companies that are members of the Scheme. There is no cost to a telecommunications customer for making a complaint.

Can I be disconnected if my complaint is about my bill?

While TDR are considering your complaint, the related services should not be stopped. The telecommunications company should not start a debt collection process about these services while there is still a dispute either. You should, however, pay all of the amounts on your bill which related to services that are not part of the dispute, otherwise they may be restricted or disconnected.

Is there a financial limit to the complaints TDR can deal with?

Yes. TDR can only deal with disputes relating to claims of $15,000 or less, including compensation for direct loss. Ifyour complaint relates to amounts in excess of $15,000 it should be pursued through the Disputes Tribunal or the Court System.

Making a Complaint

What is deadlock?

Deadlock is TDR's way of describing a point in the complaint process when:

  • a consumer has come to the end of their telecommunications company's complaint process and their complaint has not been resolved, or
  • it has been six weeks or more since the customer first contacted the company and they still don’t have a resolution they are happy with.

When a consumer gets to this point with their telecommunications company, they can ask the company for a reference number. This might be called a complaint number, a deadlock number, or a reference number. 

How do I start the complaint process?

First, you’ll need to make the complaint to your telecommunications company  and give them the opportunity to resolve the issue.

If you’re not happy with the outcome, or haven’t had a solution you are happy with within six weeks, make a complaint to TDR. 

Can someone else complain on my behalf?

Yes - anyone can complain on your behalf - for example, a member of your family, a friend or a Community Law Centre, however this person must be listed as being ‘authorised to act on this account’ with your telecommunications company.

Is there a time limit on making a complaint?

For us to consider your complaint, you must make a complaint to your telecommunications company within 12 months of when the event/issue occurred. Then you can make your complaint to TDR within 12 months of when you first made this complaint to your telecommunications company.

Is this process confidential?

Yes. Only the people and companies involved in a dispute can access any information about it. When you file a complaint your information will not be shared with anyone else without your consent.

What if it's my word against the company?

TDR will listen to both sides of the story, and consider all the facts. TDR will make a decision based on all the evidence presented.

Do I need a lawyer?

No. The TDR scheme is a free and informal alternative to the Disputes Tribunal, or the Court System, so you won’t need a lawyer.

Do I have to come to a hearing?

No. Most complaints will be dealt with by talking to you over the phone and through the exchange of letters.

How long will it take?

TDR is committed to resolving complaints promptly, and responding to customers as soon as possible.

The TDR process can take up to six weeks. TDR may extend these timeframes to help the dispute resolution process, if necessary. However many complaints will be resolved at an earlier stage in the process, and take less time to complete.

Other

How can I be sure TDR is independent?

TDR is a part of Dispute Resolution Services Ltd, a company that is independent of all of the telecommunications companies. Although TDR is funded by the telecommunications companies through the TDR scheme, the Customer Complaints Code governs all of its actions. All Scheme Members have signed the Code and have agreed to comply with it. This gives TDR the ability to make independent decisions both for and against the companies. The Scheme reports to a governing Council. The Council is made up of half Scheme Members and half consumer representatives.

Do I have to accept TDR's final decision?

No. You are still free to take the complaint to the Disputes Tribunal, through the Court System or any other complaint resolution body. TDR cannot look at a complaint that is currently being considered by any of these other bodies, however.

If you do accept TDR’s final decision the telecommunications company is bound by that decision and must carry out all of the actions - including payments - that are in the decision.

Who are the consumer representatives on the TDR Council and how were they chosen?

The consumer representatives are:

  • David Russell
  • Bill Bevan
  • Ernie Newman
  • Shelly Dew-Hopkins

David Russell, Bill Bevan and Ernie Newman were appointed as consumer representatives by a selection panel from the Consumers’ Institute and the Telecommunication Users' Association of New Zealand (TUANZ).

Shelly Dew-Hopkins was appointed by the Ministry of Consumer Affairs.

More information about TDR’s Council can be found in Scheme Information.