Would you like to know more about Telecommunications Dispute Resolution (TDR) and the work we’ve done over the past financial year? Our Annual Report is a great way to learn more about our service and the complaints that we see. Here are some highlights from the year:
Enquiries increased
Volumes are returning to pre-pandemic levels. TDR received 2271 complaints and enquiries across the year, which is an increase of 17% on 2020-21.
Top themes
Billing remains the top complaint theme in the enquiries we received.
Most issues are resolved early
This year, 1,544 complaints and enquiries were resolved or closed. The majority of issues (96.5%) were sorted out during our first step, the enquiry phase. For those remaining issues, TDR formally assisted in resolving 54 complaints. 28 complaints were resolved through our collaborative facilitation and mediation process, and 26 were resolved through adjudication.
Customer satisfaction is high
Our team have been focusing on our customers’ experience and it is rewarding to see this reflected in our results and feedback this year.
Read more
You can read the full report here:
TDR Annual Report 2021 – 2022 (PDF)