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
Early TDR intervention facilitates good outcome.
Case Studies - Billing (including roaming) - Customer Service
A customer thinks her account is closed. Telco says otherwise.
Case Studies - Network performance - Customer Service
Customer experiencing broadband issues refuses to pay.
Case Studies - Billing (including roaming) - Customer Service
Surprise charges following earthquake.
Case Studies - Faults (network & hardware issues) - Transfer/porting - Customer Service
Business number out of action after service transfer.
Case Studies - Billing (including roaming) - Network performance - Customer Service
A customer with connection issues cancelled mid-way through his contract.
Case Studies - Transfer/porting - Sales - Customer Service
An unexpected call leads to unexpected change of service provider.
Case Studies - Billing (including roaming) - Customer Service
An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Upgrade from ADSL to VDSL interrupts internet.
Case Studies - Billing (including roaming) - Customer Service
Lost emails and lost profits for small business owner.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Connectivity interruptions over the holiday period.
Case Studies - Billing (including roaming) - Customer Service
Derailed delivery of new iPhone.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Hacking: Who is at fault?
Case Studies - Installation - Transfer/porting - Customer Service
Transfer of service gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Network performance - Customer Service
A fault on the line: When is compensation available?
Case Studies - Sales - Customer Service
Miscommunication woes: Repayment plans gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Fibre - Customer Service
Fibre installation: Miscommunication and false information.
Case Studies - Sales - Customer Service
Provider’s mobile app.
Case Studies - Billing (including roaming) - Network performance - Customer Service
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
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
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
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
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
Contract and customer service
Case Studies - Billing (including roaming) - Customer Service
Payment arrangements - change of contact email address
Case Studies - Billing (including roaming) - Customer Service
Payment agreements - change of contact details
Common Complaint - Other
Frivolous, vexatious or trivial complaints
Common Complaint - Customer Service
Services provided to minors
Common Complaint - Customer Service
Complaints lodged by persons other than a Customer of the Scheme Member
Common Complaint - Customer Service
Notification of suspension or disconnection of service
Common Complaint - Customer Service
Agencies acting for Scheme Members (resellers)
Common Complaint - Customer Service
Customer service issues
Common Complaint - Services & Hardware
Handsets locked to a singular provider.
Common Complaint - Services & Hardware
 Varied or cancelled plans
Common Complaint - Services & Hardware
Lost or misplaced mobile telephones
Common Complaint - Services & Hardware
Faulty mobile telephone devices
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
Concerns usually relate to speeds being slower than expected.
Common Complaint - Billing & Fees
Credit recovery complaints
Common Complaint - Billing & Fees
Reconnection fees following suspension of service
Case Studies - Billing (including roaming) - Customer Service
Customer service and charges for mobile broadband
Case Studies - Billing (including roaming) - Customer Service
Customer service, GST invoices
Case Studies - Billing (including roaming) - Customer Service
Failure of contracted services, loss of business profits
Case Studies - Customer Service
Customer service - complaint handling systems
Case Studies - Customer Service
Customer service with regard to complaint handling standards and procedures
Case Studies - Faults (network & hardware issues) - Customer Service
Faulty mobile handset and poor customer service
Case Studies - Customer Service
Failure of contracted services, loss of business profits
Case Studies - Customer Service
Termination of contract for internet services
Case Studies - Customer Service
Contract
Case Studies - Customer Service
Early termination to a contract
Case Studies - Customer Service
Service issues and early termination of the contract
Case Studies - Customer Service
End of account, frivolous or vexatious complaint.
Case Studies - Customer Service
Deceptive conduct.
Case Studies - Customer Service
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
When GST went up, a customer did not expect his contracted price to increase.
Case Studies - Sales - Customer Service
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
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
After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies - Faults (network & hardware issues) - Customer Service
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
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
After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies - Billing (including roaming) - Customer Service
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
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
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
A customer had a series of internet faults which disrupted her service.
Case Studies - Billing (including roaming) - Customer Service
A customer could not recall having made any calls to a premimum rate 0900 number.
Common Complaint - Billing & Fees
For fixed term contracts
Common Complaint - Billing & Fees
Charging a consumer for services that have happened in the past
Case Studies - Billing (including roaming) - Customer Service
Debt recovery and customer service.
Case Studies - Roaming - Billing (including roaming) - Customer Service
A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.