• 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.

  • Disconnected but still charged - upheld

    Decisions
    Jurisdiction 

    This is essentially a billing dispute.

  • Change of plan

    Case Studies
    A customer brought a complaint to TDR about a price increase during his 12-month contract.

  • Purchase of new phone - partially upheld

    Decisions
    Jurisdiction

    This dispute essentially is about customer service.

  • Vulnerable consumer application

    Case Studies
    Following the removal of copper services in his area, James' family wanted him to be classified as a vulnerable consumer and to be given a similar landline phone so he could contact 111 in an emergency.