More about the TDR process

Disputes start when a consumer has a problem with their telecommunications provider. 

Disputes start when a consumer has a problem with their telecommunications provider. The consumer makes a complaint to their telecommunications company, but isn’t happy with the outcome. Once a consumer and a telecommunications provider have reached the end of the company’s complaint process, TDR may be able to help.

The TDR Process

The dispute needs to be an issue TDR can consider. You can see the full range of issues that TDR can and can’t consider on the Types of disputes covered pages. The telecommunications provider also needs to have been given a reasonable amount of time respond to the complaint – at least six weeks for complaints about products or services from TDR members, or five working days for disagreements under the 111 Contact Code and Copper Withdrawal Code.

The consumer needs to make their complaint to TDR in writing. On the TDR website there are forms to fill out online, or they can be printed off and sent or faxed to TDR. TDR can also help consumers to develop or write a complaint over the phone.

TDR will ask the telecommunications provider to confirm all the details relating to the complaint, and send the complaint to them for a response or for comments. TDR might also ask the consumer for more information. All the information will be shared with all parties, and everyone has an opportunity to respond.

TDR might suggest a way to resolve the dispute at this stage, or it may give a view about what the likely outcome will be if the dispute continues through the TDR process. TDR will always try and find a solution that everyone can agree on, but if that doesn’t work TDR will make a final decision.

If the consumer agrees to the final decision the telecommunications company must carry out any instructions that are in the decision, including compensation.

If the consumer doesn’t agree with the decision, the dispute is closed. The customer can still take the dispute through other channels such as the Courts or the Disputes Tribunal.