Case Studies

The following case studies are based on actual complaints received by TDR.
kids-tablet

These examples provide a good cross-section of the types of complaints TDR can help with. All identifying information has been removed.

Case Studies - Customer Service - Faults (network & hardware issues)

Smartphones, technology and customer service

A newly bought smartphone stopped working and the customer returned it to the store hoping they could fix it. When a smartphone is taken in for diagnostics or is repaired the customer is asked to deactivate the security settings on the device. This helps protect the customer’s privacy when the phone is sent away for repairs.
Case Studies - Customer Service - Billing (including roaming)

Plans change

Ted took advantage of a mobile phone plan where he would pay a higher rate and receive a rebate at the end of each term, which he would use to purchase a new phone. He had this plan for several years. When he requested his rebate at the end of the most recent term in November 2019, he discovered that the plan had ended and therefore there was no longer any rebate on offer despite still paying the same fees. Over 18 months Ted had numerous discussions and communications with the provider, requesting a refund of the rebate he felt he was owed.
Case Studies - Billing (including roaming)

Elevator issue

Could you call 111 in an emergency? If you use a newer home phone technology you might need an alternative means. A customer representing a body corporate contacted TDR seeking an alternative solution for the emergency telephone in their lifts. The body corporate had copper-based landlines in their lifts for emergencies allowing people to summon assistance if they became trapped. As copper-based telecommunication services are being withdrawn in favour of fibre in areas where fibre is available, this would mean the lift phones would cease to operate.
Case Studies - Faults (network & hardware issues)

Repair despair

Ongoing issues and repairs with a new phone. A customer contacted TDR seeking a refund for the price paid for his phone. He had bought the latest model mobile phone at the time, however he claimed it had ongoing issues. The phone was sent to the manufacturer three times for three separate issues. The first fault was found and repaired successfully, however the following two faults were unable to be replicated by the manufacturer and so could not be fixed. The customer lost confidence in the phone and requested a full refund.
Case Studies - Billing (including roaming)

His phone or a clone?

Customer claims he is being incorrectly invoiced and that his phone has been cloned. A customer approached TDR after being pursued for an amount owing on their mobile data plan. 
Case Studies - Billing (including roaming) - Network performance

Big bill despite issues

Will was liable to pay for his device, despite cancelling his plan. Will* took advantage of a deal where as well as landline and broadband services, he also received mobile phones at a discounted price. He ordered three phones on his account for himself and two family members. Will began to experience billing and service issues which were not resolved to his satisfaction. After eight months of this, he decided to cancel and change to a new provider.
Case Studies - Faults (network & hardware issues)

Internet issue and bad behaviour

Business owner’s complaint not accepted due to bad behaviour
Case Studies - Transfer/porting

Port of call

Customer was unable to port her old phone number across
Case Studies - Customer Service - Faults (network & hardware issues) - Installation - Billing (including roaming) - Fibre

Lockdown let down

Failed connection affects pensioner during lockdown Sally*, a pensioner living by herself, wanted to ensure she was up to date with the latest technology so she could stay in contact with her sons who lived overseas.
Case Studies - Customer Service - Installation - Fibre

On the fence

Fibre installation issue and request to run cable underground Joshua* arranged for fibre to be installed at his property and replace his copper service.
Case Studies - Billing (including roaming)

I’m the authority!

Barry’s new broadband plan backfires when his friend is added as an account authority
Case Studies - Customer Service - Billing (including roaming)

Gimme what I paid for

This customer believed he wasn’t getting what he signed up for Paddy* was looking to switch to a new provider, so he called around to see what they could offer. The provider he chose confirmed that they would match the deal Paddy was currently receiving and in addition, would provide him with a welcome gift.
Case Studies - Billing (including roaming)

Tim, Tina and the Telco dilemma

Account holder caught out by debt incurred by family member authorised on the account.
Case Studies - Customer Service - Billing (including roaming)

Incorrect Invoice

Early TDR intervention facilitates good outcome.
Case Studies - Customer Service - Billing (including roaming)

Termination? What termination?

A customer thinks her account is closed. Telco says otherwise.
Case Studies - Faults (network & hardware issues)

Bendy phone

Customer discovers that her phone has bended after a year of use. Was the phone damaged by impact or did it have a manufacture issue?
Case Studies - Customer Service - Network performance

Poor service = no payment

Customer experiencing broadband issues refuses to pay.
Case Studies - Faults (network & hardware issues) - Network performance

Service not up to scratch

Customer with slow and sometimes even no internet and phone services requests refund.
Case Studies - Installation - Billing (including roaming) - Fibre

Fee for fibre installation

Not all fibre installation fees are ‘like for like.’
Case Studies - Faults (network & hardware issues) - Sales

Shower proof phone?

Cost of phone repair enough to stop a customer from singing in the shower.  
Case Studies - Billing (including roaming)

Unfair price increase?

A customer was given 30 days’ notice of price increase.
Case Studies - Customer Service - Billing (including roaming)

Telco aftershock

Surprise charges following earthquake.
Case Studies - Billing (including roaming) - Sales

Missing T&C’s

Is a customer bound by T&Cs that they haven’t received?
Case Studies - Customer Service - Faults (network & hardware issues) - Transfer/porting

Customer wants more after getting less

Business number out of action after service transfer.
Case Studies - Customer Service - Billing (including roaming) - Network performance

Early termination fee

A customer with connection issues cancelled mid-way through his contract.
Case Studies - Customer Service - Transfer/porting - Sales

Surprise service switch

An unexpected call leads to unexpected change of service provider.
Case Studies - Billing (including roaming) - Sales

Bundled deal discount

A customer was missing out on a bundle deal discount. Was he eligible for backdated credits?
Case Studies - Faults (network & hardware issues) - Roaming - Billing (including roaming)

When in roam

Network fault while a customer was overseas with a new phone.
Case Studies - Customer Service - Billing (including roaming)

Unpaid bill affects mortgage

An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
Case Studies - Customer Service - Faults (network & hardware issues) - Network performance

From A to V

Upgrade from ADSL to VDSL interrupts internet.
Case Studies - Billing (including roaming) - Sales

Bill shock - $2k over data cap

This case study highlights how mobile operators work and how costly exceeding plan limits can be.
Case Studies - Billing (including roaming)

Third party charges

Weeks without an internet connection. Who pays for external IT support?
Case Studies - Customer Service - Billing (including roaming)

Email service changes

Lost emails and lost profits for small business owner.
Case Studies - Customer Service - Faults (network & hardware issues) - Network performance

Online gaming disruption

Connectivity interruptions over the holiday period.
Case Studies - Transfer/porting - Billing (including roaming)

Service switch and debt collectors

Provider transfer, communication issues and a bad credit rating.
Case Studies - Billing (including roaming) - Sales

Premium-rate frustration

Surprise charges of over $4000 for 0900 number.
Case Studies - Billing (including roaming)

Disconnection and debt collection

A case study about a customer’s failure to maintain monthly payments for a mobile device.
Case Studies - Customer Service - Billing (including roaming)

Missing iPhone

Derailed delivery of new iPhone.
Case Studies - Customer Service - Faults (network & hardware issues) - Network performance

Hacking

Hacking: Who is at fault?
Case Studies - Customer Service - Installation - Transfer/porting

Transfer of service

Transfer of service gone wrong.
Case Studies - Customer Service - Faults (network & hardware issues) - Installation - Network performance

A fault on the line

A fault on the line: When is compensation available?
Case Studies - Installation - Fibre

Overhead fibre installation

Overhead fibre installation: Sometimes you can’t always get what you want.
Case Studies - Customer Service - Sales

Miscommunication woes

Miscommunication woes: Repayment plans gone wrong.
Case Studies - Customer Service - Faults (network & hardware issues) - Installation - Fibre

Fibre installation

Fibre installation: Miscommunication and false information.
Case Studies - Roaming - Billing (including roaming) - Sales

International Data: No Room to Roam

This case involved a hefty international roaming charge shock. 
Case Studies - Customer Service - Sales

TDR Case Note T018300 (2016)

Provider’s mobile app.
Case Studies - Faults (network & hardware issues)

TDR Case Note T018261 (2016)

Water damaged.
Case Studies - Customer Service - Billing (including roaming) - Network performance

TDR Case Note T013335 (2015)

This dispute was brought on a number of grounds, including proposed customer service issues, the accuracy of accounts raised, and service provision.
Case Studies - Customer Service

TDR Case Note T012900 (2015)

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.
Case Studies - Billing (including roaming)

TDR Case Note T012937 (2013)

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.
Case Studies - Roaming - Billing (including roaming)

TDR Case Note T013028 (2015)

The Customer complained about the roaming charges while he had not asked the Provider to give him roaming services.
Case Studies - Billing (including roaming) - Sales

TDR Case Note T10681 (2015)

The Customer who failed to read the terms written on the cardboard complainted about the higher charges to his mobile phone account.
Case Studies - Sales

TDR Case Note T010796 (2015)

The Customer considers there is a disagreement over what a contract is.
Case Studies - Customer Service

TDR Case Note T010906 (2015)

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.
Case Studies - Transfer/porting - Billing (including roaming)

TDR Case Note T010906 (2015)

The new Provider charged the Customer a reconnection fee and the old Provider charged her an early termination fee.
Case Studies - Customer Service

TDR Case Note T016121

Contract and customer service
Case Studies - Billing (including roaming)

TDR Case Note T015741

Debt - using 0900 numbers
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T015096

Payment arrangements - change of contact email address
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T014621

Payment agreements - change of contact details
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T003430 (2008)

Customer service and charges for mobile broadband
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T003469 (2009)

Customer service, GST invoices
Case Studies - Network performance

TDR Case Note T003525 (2009)

Misleading advertising and failure of network coverage
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Case Studies - Billing (including roaming) - Network performance

TDR Case Note T003859 (2009)

Faults - failure of service, loss of business profits
Case Studies - Billing (including roaming)

TDR Case Note T003591 (2009)

Early termination charges
Case Studies - Faults (network & hardware issues)

TDR Case Note T003546 (2009)

Faults - disconnected service due to a carrier fault
Case Studies - Billing (including roaming)

TDR Case Note T003685 (2009)

Billings - charging of voice calls for dial-up internet connection
Case Studies - Customer Service

TDR Case Note T003584 (2009)

Customer service - complaint handling systems
Case Studies - Roaming

TDR Case Note T003733 (2009)

Misleading information about the price of overseas broadband roaming services
Case Studies - Billing (including roaming)

TDR Case Note T003717 (2009)

Billings - charging for mobile internet usage
Case Studies - Customer Service

TDR Case Note T003726 (2009)

Customer service with regard to complaint handling standards and procedures
Case Studies - Customer Service - Faults (network & hardware issues)

TDR Case Note T003891 (2009)

Faulty mobile handset and poor customer service
Case Studies - Billing (including roaming)

TDR Case Note T003797 (2009)

Billings - charging for internet usage and accuracy of billing information
Case Studies - Transfer/porting

TDR Case Note T003798 (2009)

Delay in transferring telephone and broadband services to a new property
Case Studies - Billing (including roaming)

TDR Case Note T004305 (2010)

Billings - undercharging mobile services, back billing
Case Studies - Customer Service

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Case Studies - Billing (including roaming)

TDR Case Note T004302 (2010)

Billings - charges for mobile phone services
Case Studies - Billing (including roaming)

TDR Case Note T004222 (2010)

Disputed charges, disconnection of mobile services, early termination fees
Case Studies - Installation

TDR Case Note T004301 (2010)

Services - delayed connection
Case Studies - Installation - Network performance

TDR Case Note T004276 (2010)

Connection delays and service issues
Case Studies - Billing (including roaming)

TDR Case Note T004252 (2010)

Fraud - charges for premium text messaging services
Case Studies - Customer Service

TDR Case Note T004121 (2010)

Termination of contract for internet services
Case Studies - Customer Service

TDR Case Note T012114 (2012)

Contract
Case Studies - Roaming

TDR Case Note T010709 (2012)

Billings and fees - roaming charges
Case Studies - Billing (including roaming)

TDR Case Note T010891 (2012)

Billing and fees - disputed charges
Case Studies - Faults (network & hardware issues)

TDR Case Note T011060 (2012)

Faults - delay in service restoration
Case Studies - Billing (including roaming)

TDR Case Note T010681 (2012)

Misleading information about charges for calls to a local access number from calling card
Case Studies - Billing (including roaming)

TDR Case Note T010838 (2012)

Billing and fees
Case Studies - Roaming

TDR Case Note T011547 (2012)

Data roaming charges
Case Studies - Faults (network & hardware issues)

TDR Case Note T011692 (2012)

Warranty and liability for damage to mobile phone
Case Studies - Faults (network & hardware issues)

TDR Case Note T012179 (2012)

Faults - intermittent fault of landline services
Case Studies - Customer Service

TDR Case Note T010975 (2012)

Early termination to a contract
Case Studies - Billing (including roaming)

TDR Case Note T012869 (2012)

Liability for costs incurred on account
Case Studies - Billing (including roaming)

TDR Case Note T013497

Outstanding account and account cancellation
Case Studies - Faults (network & hardware issues)

TDR Case Note T012600 (2013)

Faults - faulty mobile telephones
Case Studies - Customer Service

TDR Case Note T013176 (2013)

Service issues and early termination of the contract
Case Studies - Faults (network & hardware issues)

TDR Case Note T012481 (2013)

Faulty mobile handsets
Case Studies - Faults (network & hardware issues)

TDR Case Note T011692 (2013)

Water damaged handset
Case Studies - Customer Service

TDR Case Note T013992

End of account, frivolous or vexatious complaint.
Case Studies - Customer Service

TDR Case Note T014146

Deceptive conduct.
Case Studies - Customer Service

Mobile phone contracts

About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
Case Studies - Customer Service - Billing (including roaming)

GST change increases price

When GST went up, a customer did not expect his contracted price to increase.
Case Studies - Customer Service - Sales

Old and new package confusion

When signing a contract for a new package, included increased broadband, a customer assumed his old package’s overseas calling offer would still be included.
Case Studies - Customer Service - Billing (including roaming) - Sales

Misinterpreted sales advice

Having signed up to a new phone and internet package, offered by a visiting salesman, a customer received a bill bigger than he expected.
Case Studies - Customer Service - Billing (including roaming)

Conflicting accounts

After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies - Customer Service - Faults (network & hardware issues)

Replacement phone not up to scratch

After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Studies - Customer Service - Network performance

Dropped calls not a mobile phone fault

After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Studies - Customer Service - Faults (network & hardware issues)

Mobile phone buttons ‘fell off’

After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies - Customer Service - Billing (including roaming)

Contract termination and final billing

Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Studies - Customer Service - Billing (including roaming)

Not-so-new number allocation

A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies - Faults (network & hardware issues)

Small business owner has trouble with his free-call number

A small business customer offered a free-call number for his customers to use. 
Case Studies - Customer Service - Faults (network & hardware issues) - Network performance - Sales

Worldwide mobile phone

A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies - Customer Service - Faults (network & hardware issues) - Network performance

Internet faults

A customer had a series of internet faults which disrupted her service.
Case Studies - Customer Service - Billing (including roaming)

Premimum rate 0900 charges

A customer could not recall having made any calls to a premimum rate 0900 number.
Case Studies - Faults (network & hardware issues)

TDR Case Note T013462

Wiring fault.
Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T013335

Debt recovery and customer service.
Case Studies - Customer Service - Roaming - Billing (including roaming)

Data usage

A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.