Common Complaint - Customer Service

Customer service

TDR can assist with complaints about a Scheme Member’s customer service and how they dealt with enquiries or complaints.

Types of customer service complaints

We deal with, but are not limited to, complaints about customer service where:

  • customers are unable to get through to a provider to enquire or complain
  • enquiries have not been responded to in a timely manner or complaints remain unresolved after a reasonable amount of time
  • customers receiving, or scheme members recording, incorrect information
  • scheme members not doing what they said they would do
  • discourteous behaviour.

Scheme Member obligations

Scheme Members have obligations and duties under the following:

The NZ Telecommunications Forum Customer Complaints Code (the Code), requires that Scheme Members to:

  • treat customers with respect and in a fair and courteous manner at all times
  • provide information which is up to date, accurate and in plain English
  • be clear in communications, and to deliver on promises in a reasonable and timely way
  • make relevant terms and conditions available to customers.

TDR’s view of the issue

TDR expects, in line with the requirements of the Code, that Scheme Members should keep response times to a reasonable minimum and respond to enquiries in an effective and timely way. When a Scheme Member agrees to do something to resolve an enquiry or complaint, they should record this interaction and carry it out as soon as possible.

Dealing with the complaint

TDR will consider the law, relevant applicable Codes, and fairness in all the circumstances. Each enquiry and complaint will be considered on its individual merits.

When considering a customer service complaint TDR will be careful to distinguish between a customer's concern regarding customer service, and the service received. To ensure fairness, TDR will also consider the conduct of the customer toward the Scheme Member.

TDR will request both parties provide details regarding the customer service issue. This may include but is not limited to evidence such as copies of correspondence or electronic records such as call logs, or telephone call recordings.

The complaint must also be in relation to specific event or events, rather than a general sense of dissatisfaction.

Outcome

TDR may order the Scheme Member to make a formal written apology to the customer or make an appropriate correction, or addition to a record.

TDR can only award compensation for losses directly caused by the provider. If you are claiming financial loss you will need to show TDR evidence of this and what effort you took to minimise the loss.

Under the Customer Complaint Code TDR cannot consider claims for compensation that are based on:

  1. Loss of profit or indirect loss
  2. Claims for pain and suffering
  3. Loss of business reputation
  4. Inconvenience and mental distress: and
  5. Costs involved in compiling or pursuing a Complaint through the TDRs process.

Scheme members retain the discretion to make a gesture of goodwill in these circumstances.