Frequently Asked Questions

Scan through our helpful FAQs to quickly see what TDR can or can't help with.
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While TDR are considering your complaint, the related services should not be stopped. The telecommunications company should not start a debt collection process about these services while there is still a dispute either. You should, however, pay all of the amounts on your bill which related to services that are not part of the dispute, otherwise they may be restricted or disconnected.

No.

  • TDR cannot consider claims that are based on:
    • Loss of profits or indirect loss
    • Claims for pain and suffering
    • Loss of business reputation Inconvenience and mental distress
    • Costs involved in compiling or pursuing a complaint through the TDR process.

Yes. The Customer Complaints Code covers problems with moving from one telecommunications company to another.

Yes - anyone can complain on your behalf - for example, a member of your family, a friend or a Community Law Centre, however this person must be listed as being ‘authorised to act on this account’ with your telecommunications company.

No. You are still free to take the complaint to the Disputes Tribunal, through the Court System or any other complaint resolution body. TDR cannot look at a complaint that is currently being considered by any of these other bodies, however.

If you do accept TDR’s final decision, the telecommunications company is bound by that decision and must carry out all of the actions - including payments - that are in the decision.

No. Most complaints will be dealt with by talking to you over the phone and through the exchange of letters.

No. TDR is a free and informal alternative to the Disputes Tribunal, or the Court System, so you won’t need a lawyer. If you have engaged a lawyer to contact your telecommunications provider about your complaint, you cannot use the TDR service in relation to that complaint while the lawyer is dealing with the provider.

TDR is operated by FairWay Resolution Limited, a private employee-owned organisation, which is independent of all the telecommunication companies.

First, you’ll need to make the complaint to your telecommunications company  and give them the opportunity to resolve the issue.

If you’re not happy with the outcome, or haven’t had a solution you are happy with within six weeks, make a complaint to TDR.

TDR is committed to resolving complaints promptly, and responding to customers as soon as possible.

The TDR process can take up to six weeks. TDR may extend these timeframes to help the dispute resolution process, if necessary. However many complaints will be resolved at an earlier stage in the process, and take less time to complete.

The dispute process is free. If your telecommunications company has to look for information that is more than three months old or relates to an account that has been closed, however, it can charge you for this work. It can also charge if your complaint requires your phone line to be tested more than once in a six month period. The company must tell you before it does anything that might mean a cost to you.

Yes. TDR can only deal with disputes relating to claims of $15,000 or less, including compensation for direct loss. If your complaint relates to amounts in excess of $15,000 it should be pursued through the Disputes Tribunal or the Court System.

You must make your complaint to us within 12 months of when you first discovered the event or issue giving rise to the complaint. If you make your complaint to us after 12 months, we will be unable to consider it.

Yes. Only the people and companies involved in a dispute can access any information about it. When you file a complaint your information will not be shared with anyone else without your consent.

TDR is funded by the telecommunications companies that are members of the service. There is no cost to a telecommunications customer for making a complaint.

You can complain about any service or product that you get from your telecommunications company. This includes land-line phones, data, internet, mobile phone, pre-pay mobile phone, and digital and cable television etc.

There are some things TDR doesn’t cover however. This includes your telecommunications company’s prices, content in Yellow Pages advertising, 111 calls and network coverage. For a full list of what is and isn’t covered see the Types of Disputes page.

You must make your complaint to us within 12 months of when you first discovered the event or issue giving rise to the complaint. If you make your complaint to us after 12 months, we will be unable to consider it.

TDR will listen to both sides of the story, and consider all the facts. TDR will make a decision based on all the evidence presented.

If TDR can’t help, we recommend you go through your telecommunications company’s formal complaints process to try to resolve your issues. If you are dissatisfied with the results of this process, you can go to the Disputes Tribunal or through the Court System. If your dispute relates to unfair trading practices, we suggest you also inform the Commerce Commission.

Broadband is typically defined as “the technology that enables high speed transfer of data”. 

You can find out more about the different types of broadband on the TCF website

Deadlock is TDR's way of describing a point in the complaint process when:

  • a consumer has come to the end of their telecommunications company's complaint process and their complaint has not been resolved, or
  • it has been six weeks or more since the customer first contacted the company and they still don’t have a resolution they are happy with.

When a consumer gets to this point with their telecommunications company, they can ask the company for a reference number. This might be called a complaint number, a deadlock number, or a reference number.

TDR does not deal with complaints about pricing, network coverage, 111 calls, Yellow Pages advertisements, business and government accounts. For a full description of what is, and isn’t, covered please see the Types of Disputes Covered. You must make your complaint to us within 12 months of when you first discovered the event or issue giving rise to the complaint. If you make your complaint to us after 12 months, we will be unable to consider it.

Determination information and Adjudicator decisions can be found here

The consumer representatives are:

  • Paul Elenio (also the Chair)
  • David Russell
  • Alexandra Sims
  • Craig Young

David Russell, Alexandra Sims and Craig Young were appointed as consumer representatives by a selection panel from Consumer NZ and the Telecommunication Users' Association of New Zealand (TUANZ). Paul Elenio was appointed by Consumer Affairs, Ministry of Business, Employment and Innovation (MBIE).