Position statements

Find information regarding TDR complaints with a common theme.
laptop-closeup

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.

Case Studies - Billing (including roaming) - Customer Service

Incorrect Invoice

Early TDR intervention facilitates good outcome.
Case Studies - Billing (including roaming) - Customer Service

Termination? What termination?

A customer thinks her account is closed. Telco says otherwise.
Case Studies - Network performance - Customer Service

Poor service = no payment

Customer experiencing broadband issues refuses to pay.
Case Studies - Billing (including roaming) - Customer Service

Telco aftershock

Surprise charges following earthquake.
Case Studies - Faults (network & hardware issues) - Transfer/porting - Customer Service

Customer wants more after getting less

Business number out of action after service transfer.
Case Studies - Billing (including roaming) - Network performance - Customer Service

Early termination fee

A customer with connection issues cancelled mid-way through his contract.
Case Studies - Transfer/porting - Sales - Customer Service

Surprise service switch

An unexpected call leads to unexpected change of service provider.
Case Studies - Billing (including roaming) - Customer Service

Unpaid bill affects mortgage

An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service

From A to V

Upgrade from ADSL to VDSL interrupts internet.
Case Studies - Billing (including roaming) - Customer Service

Email service changes

Lost emails and lost profits for small business owner.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service

Online gaming disruption

Connectivity interruptions over the holiday period.
Case Studies - Billing (including roaming) - Customer Service

Missing iPhone

Derailed delivery of new iPhone.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service

Hacking

Hacking: Who is at fault?
Case Studies - Installation - Transfer/porting - Customer Service

Transfer of service

Transfer of service gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Network performance - Customer Service

A fault on the line

A fault on the line: When is compensation available?
Case Studies - Sales - Customer Service

Miscommunication woes

Miscommunication woes: Repayment plans gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Fibre - Customer Service

Fibre installation

Fibre installation: Miscommunication and false information.
Case Studies - Sales - Customer Service

TDR Case Note T018300 (2016)

Provider’s mobile app.
Case Studies - Billing (including roaming) - Network performance - Customer Service

TDR Case Note T013335 (2015)

This dispute was brought on a number of grounds, including proposed customer service issues, the accuracy of accounts raised, and service provision.
Case Studies - Customer Service

TDR Case Note T012900 (2015)

The Customer’s complaint that the Provider’s representative had “hung up” when he phoned and had promised to call him back but did not.
Case Studies - Customer Service

TDR Case Note T010906 (2015)

The Customer’s complaint was that the Provider had been sending him spam emails and although they stopped when he requested cessation, they later started up again.
Common Complaint - Billing & Fees

Charges Scheme Members choose to set

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 - Services & Hardware

Optical Network Terminal (ONT) placement

Customers dissatisfied with where the ONT is placed on their property, or costs for other work required to get the other services operating.
Case Studies - Customer Service

TDR Case Note T016121

Contract and customer service
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T015096

Payment arrangements - change of contact email address
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T014621

Payment agreements - change of contact details
Common Complaint - Other

Frivolous, vexatious or trivial complaints

Frivolous, vexatious or trivial complaints
Common Complaint - Customer Service

Services provided to minors

Services provided to minors
Common Complaint - Customer Service

Complaints made by someone other than the account holder

Complaints lodged by persons other than a Customer of the Scheme Member
Common Complaint - Customer Service

Disconnection or suspension of services

Notification of suspension or disconnection of service
Common Complaint - Customer Service

Resellers

Agencies acting for Scheme Members (resellers)
Common Complaint - Customer Service

Customer service issues

Customer service issues
Common Complaint - Services & Hardware

Locked Handsets

Handsets locked to a singular provider.
Common Complaint - Services & Hardware

Plans becoming out-dated

 Varied or cancelled plans
Common Complaint - Services & Hardware

Lost or misplaced devices

Lost or misplaced mobile telephones
Common Complaint - Services & Hardware

Faulty mobile telephones

Faulty mobile telephone devices
Common Complaint - Services & Hardware

Malicious interference

Malicious interference with services - where a consumer's services have been misused by someone else
Common Complaint - Services & Hardware

Mobile phone drop-outs

Mobile phone drop-outs and coverage issues
Common Complaint - Services & Hardware

Broadband internet speed

Concerns usually relate to speeds being slower than expected.
Common Complaint - Billing & Fees

Credit recovery

Credit recovery complaints
Common Complaint - Billing & Fees

Reconnection fees

Reconnection fees following suspension of service
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T003430 (2008)

Customer service and charges for mobile broadband
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T003469 (2009)

Customer service, GST invoices
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Case Studies - Customer Service

TDR Case Note T003584 (2009)

Customer service - complaint handling systems
Case Studies - Customer Service

TDR Case Note T003726 (2009)

Customer service with regard to complaint handling standards and procedures
Case Studies - Faults (network & hardware issues) - Customer Service

TDR Case Note T003891 (2009)

Faulty mobile handset and poor customer service
Case Studies - Customer Service

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Case Studies - Customer Service

TDR Case Note T004121 (2010)

Termination of contract for internet services
Case Studies - Customer Service

TDR Case Note T012114 (2012)

Contract
Case Studies - Customer Service

TDR Case Note T010975 (2012)

Early termination to a contract
Case Studies - Customer Service

TDR Case Note T013176 (2013)

Service issues and early termination of the contract
Case Studies - Customer Service

TDR Case Note T013992

End of account, frivolous or vexatious complaint.
Case Studies - Customer Service

TDR Case Note T014146

Deceptive conduct.
Case Studies - Customer Service

Mobile phone contracts

About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
Case Studies - Billing (including roaming) - Customer Service

GST change increases price

When GST went up, a customer did not expect his contracted price to increase.
Case Studies - Sales - Customer Service

Old and new package confusion

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 - Billing (including roaming) - Sales - Customer Service

Misinterpreted sales advice

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 - Billing (including roaming) - Customer Service

Conflicting accounts

After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies - Faults (network & hardware issues) - Customer Service

Replacement phone not up to scratch

After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Studies - Network performance - Customer Service

Dropped calls not a mobile phone fault

After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Studies - Faults (network & hardware issues) - Customer Service

Mobile phone buttons ‘fell off’

After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies - Billing (including roaming) - Customer Service

Contract termination and final billing

Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Studies - Billing (including roaming) - Customer Service

Not-so-new number allocation

A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies - Faults (network & hardware issues) - Network performance - Sales - Customer Service

Worldwide mobile phone

A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service

Internet faults

A customer had a series of internet faults which disrupted her service.
Case Studies - Billing (including roaming) - Customer Service

Premimum rate 0900 charges

A customer could not recall having made any calls to a premimum rate 0900 number.
Common Complaint - Billing & Fees

Early termination fees

For fixed term contracts
Common Complaint - Billing & Fees

Back billing

Charging a consumer for services that have happened in the past
Case Studies - Billing (including roaming) - Customer Service

TDR Case Note T013335

Debt recovery and customer service.
Case Studies - Roaming - Billing (including roaming) - Customer Service

Data usage

A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.