How the scheme works

About the TDR Scheme

The TDR Scheme sets out the rights of customers and obligations of Scheme Members, regarding the handling of disputes, or complaints that have not been resolved through the members' usual complaints process. Scheme Members agree to be bound by the terms of the Scheme and  Customer Complaints Code, and only customers of Scheme Members can lodge disputes with TDR.

The principles of the Scheme are:

  • accessibility
  • independence
  • fairness  
  • accountability 
  • efficiency
  • effectiveness