• Ongoing discount or plan-based offer?

    Case Studies
    A long-term customer raised a dispute after a monthly discount on his broadband account was removed. He believed the discount should have been applied permanently.

  • When trying to help a sick relative, a customer was left frustrated and unsupported

    Case Studies
    An Auckland trip, an unfortunate miscommunication, and a complaint left unresolved – a customer steps in to support an unwell relative but ends up needing help of his own.

  • Teen makes pricey phone purchase

    Case Studies

    A mum was shocked to find a $1,600 charge on her bank account just after Christmas.

  • Rural v city coverage

    Case Studies

    Brian* retired and moved out of the city to a more peaceful location where he could go hunting and fishing.

  • Customer Multi-Access Radio (CMAR) withdrawal – not upheld

    Decisions
    This complaint is about the withdrawal of landline phone services delivered over Customer Multi-Access Radio (CMAR), a local access radio-based system designed primarily for use in remote low density rural situations.

  • Failed payment communication

    Case Studies
    This customer’s credit score was affected by an overdue broadband payment. TDR helped get them talking with their telco in mediation.

  • ADSL or VDSL – partially upheld

    Decisions
    Jurisdiction

    This complaint is effectively that the Customer was sold a VDSL contract but were placed on ADSL instead.

  • eSim swap – not upheld

    Decisions
    Jurisdiction

    The customer requested to swap a SIM card to an eSIM for her mobile number.  The scheme member’s fraud team requires in person ver

  • Discount for life

    Case Studies

    The customer bought a phone plan online which included a “discount for life” in the order summary.

  • Ts & Cs in the 2020’s

    Case Studies
    A customer claimed that the phone provider had misled her, breached its contractual obligations and was being unreasonable.