TDR Biannual Report – Jan to June 2019

Tuesday, October 22, 2019

How are telco complaints tracking in 2019?

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

To find out more about TDR visit or freephone 0508 98 98 98.

TDR Biannual Report - 2019 Part One

The following resources are available to download as PDF documents:

About TDR

Telecommunications Dispute Resolution (TDR) is a free, independent service to help consumers with complaints about their telecommunications provider.

TDR helps consumers to progress their complaint with the telco or can intervene directly when a customer and their telco cannot resolve the issue.

Established in 2007 by the New Zealand Telecommunications Forum, TDR can help resolve complaints from residential and small business (less than 20 full-time employees) customers of our scheme members.

TDR is operated by FairWay Resolution Limited, New Zealand’s largest specialist conflict management company, with a team of over 200 people throughout New Zealand.

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If you have any feedback on TDR’s Biannual Report, please get in touch. Our email address is