Telecommunications Dispute Resolution (TDR) is a free and independent service for broadband, home phone and mobile customers. Our purpose is to help consumers who have complaints about their telecommunications provider to swiftly and effectively resolve disputes.
The aim of our report is to provide a snapshot of the telecommunications industry from our unique perspective resolving telecommunications complaints.
What have seen in the first half of 2019?
In terms of specific complaint categories, we note:
Nearly all complaint and enquiry categories measured by TDR increased in the first half of 2019 compared to the first half of 2018.
Billing continues to be the most complained about category at 37% of all complaints received.
Customer service complaints and enquiries increased by 71.2% (365 versus 213 in the first half of 2018) with the largest increases in customer approach, failure to action request, and installation issues (not exclusive to fibre/Ultra-Fast Broadband).
Complaints about faults increased, with most of the increase due to perceived equipment failure.
Ultra-Fast Broadband related complaints are substantially lower than in the previous two financial years.
We hope this report provides you with a useful snapshot of trends within the sector and how TDR is here to help. We welcome your suggestions on how to improve our service and reports, so please feel free to get in touch with us by email at firstname.lastname@example.org.
To find out more about TDR visit www.tdr.org.nz or freephone 0508 98 98 98.
TDR Biannual Report - 2019 Part One
The following resources are available to download as PDF documents: