Types of disputes covered

TDR deals with complaints from consumers about services or products provided by their telecommunications company.

Telecommunications Dispute Resolution (TDR) deals with complaints from consumers about services or products provided by their telecommunications company. 

TDR can consider:

  • Complaints about companies that are members of our service. Any service or product, including pre-pay mobile phones, from a telecommunications company that is a member of TDR. You can also complain about how you have been charged for products and services (but not the pricing)
  • Complaints from residential and small business customers (and organisations) - those with less than 20 full time employees
  • Complaints that are made to TDR within 12 months of your initial discovery of the matter you are complaining about
  • Complaints that involve claims for $15,000 or less. That can include claims for compensation for direct loss, such as for example replacement costs for hardware, or costs for a technician to inspect or make repairs.
  • Disagreements with retail landline service providers about a vulnerable consumer’s ability to contact emergency services in a power cut under the 111 Contact Code
  • Disputes with telecommunications service providers about their rights and responsibilities under the Copper Withdrawal Code.

TDR can't consider: 

  • A telecommunications company's pricing (except where what is billed differs from pricing information provided during the sales process)
  • Complaints about equipment or software that is not supported by the telecommunications company
  • A telecommunications company's network coverage (except where the network coverage received differs from the available coverage indicated during the sales process)
  • Disputes about statutory rights of access to install broadband on shared property – please refer to Utilities Disputes 
  • A complaint that is also subject to legal action and/or is being made somewhere else, such as through the Courts
  • Complaints about domain names-- please refer to the Domain Name Commission
  • Information requests to your provider
  • Issues that are covered by the Privacy Act - please refer to the  Privacy Commission
  • A complaint that has already been looked at by TDR
  • Claims for compensation for indirect loss e.g. time/wages lost during dispute resolution.

Full details of types of disputes covered, and exclusions, can be found in the Customer Complaints Code, the 111 Contact Code and the Copper Withdrawal Code

If TDR is unable to help with your issue, these other organisations - listed under 'Resources' -  may be helpful.