Anyone whose telecommunications company is a member of the Telecommunication Dispute Resolution (TDR) scheme can bring a dispute to TDR.
There are, however, a few limits on what is covered:
- The person making the complaint must be the account holder, or authorised to make a complaint on that person's behalf.
- All complaints must have been made with the telecommunications company first, before they come to TDR.
- TDR cannot deal with a telecommunications company's Government or Business/Corporate clients.
- TDR can deal with complaints that involve claims for $15,000 or less, including compensation for direct loss.
Before making a complaint - list of TDR scheme members
Before TDR can consider your complaint, you must have made a formal complaint to your telecommunications retailer (including where the complaint relates to services provided by a wholesale member) and given them the opportunity to resolve the issue. If you have come to the end of your telecommunications company’s complaints process and your complaint has not been resolved, or it has been six weeks or more since you first contacted them and you still don’t have a resolution you are happy with , then TDR may be able to help. Your telecommunications company may provide you with a deadlock number, or a reference number, which you can include when you complain to TDR. If you have not yet made your complaint to your telecommunications company, do it now by clicking on the links below.