Position statements

Find information regarding TDR complaints with a common theme.
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TDR receives lots of complaints with common themes.

Because of this,TDR has developed position statements about these common complaint types to show both consumers and members how TDR approaches these complaints and how TDR is likely to respond. Please note that even if your complaint falls into one of these categories you can still talk with TDR about it.

Common Complaint - Billing & Fees
Charging a consumer for services that have happened in the past
Common Complaint - Services & Hardware
Concerns usually relate to speeds being slower than expected.
Common Complaint - Billing & Fees
There are some types of complaints TDR cannot consider, as they are excluded in the Code. One of those is when the complaint relates to “charges Scheme Members choose to set”.
Common Complaint - Customer Service
Complaints lodged by persons other than a Customer of the Scheme Member
Common Complaint - Billing & Fees
Credit recovery complaints
Common Complaint - Customer Service
Customer service issues
Common Complaint - Customer Service
Notification of suspension or disconnection of service
Common Complaint - Billing & Fees
For fixed term contracts
Common Complaint - Services & Hardware
Faulty mobile telephone devices
Common Complaint - Other
Frivolous, vexatious or trivial complaints
Case Studies - Other
This case involved a hefty international roaming charge shock. 
Common Complaint - Services & Hardware
Handsets locked to a singular provider.
Common Complaint - Services & Hardware
Lost or misplaced mobile telephones
Common Complaint - Services & Hardware
Malicious interference with services - where a consumer's services have been misused by someone else
Common Complaint - Services & Hardware
Mobile phone drop-outs and coverage issues
Common Complaint - Services & Hardware
Customers dissatisfied with where the ONT is placed on their property, or costs for other work required to get the other services operating.
Common Complaint - Services & Hardware
 Varied or cancelled plans
Common Complaint - Billing & Fees
Reconnection fees following suspension of service
Common Complaint - Customer Service
Agencies acting for Scheme Members (resellers)
Common Complaint - Customer Service
Services provided to minors