Case Studies

The following case studies are based on actual complaints received by TDR.
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These examples provide a good cross-section of the types of complaints TDR can help with. All identifying information has been removed.

Case Studies
A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.
Case Studies
A customer could not recall having made any calls to a premimum rate 0900 number.
Case Studies
A customer had a series of internet faults which disrupted her service.
Case Studies
A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies
A small business customer offered a free-call number for his customers to use. 
Case Studies
A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies
Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Studies
After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies
After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Studies
After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Studies
After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies
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
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
When GST went up, a customer did not expect his contracted price to increase.
Case Studies
About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
Case Studies - Other
This case involved a hefty international roaming charge shock. 
Case Studies
Fibre installation: Miscommunication and false information.
Case Studies
Miscommunication woes: Repayment plans gone wrong.
Case Studies
Overhead fibre installation: Sometimes you can’t always get what you want.
Case Studies
A fault on the line: When is compensation available?
Case Studies
Transfer of service gone wrong.
Case Studies
Hacking: Who is at fault?
Case Studies
Derailed delivery of new iPhone.
Case Studies
A case study about a customer’s failure to maintain monthly payments for a mobile device.
Case Studies
Surprise charges of over $4000 for 0900 number.
Case Studies
Provider transfer, communication issues and a bad credit rating.
Case Studies
Connectivity interruptions over the holiday period.
Case Studies
Lost emails and lost profits for small business owner.
Case Studies
Weeks without an internet connection. Who pays for external IT support?
Case Studies
This case study highlights how mobile operators work and how costly exceeding plan limits can be.