TDR Biannual Report – July to Dec 2019

Wednesday, February 12, 2020

Telco complaints on the increase in 2019

While most New Zealanders have no complaints about their telecommunications services, as a consumer it is reassuring to know that an independent service is there to assist if you do.

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.

Compared to the same six-month period last year, we saw a significant increase in customers using our service. 1578 complaints and enquiries were resolved or closed with assistance from TDR from 1 July to 31 December 2019, which is a 39 percent increase on the 1135 matters resolved or closed in the same period during 2018.

Complaint themes were consistent throughout both halves of 2019 – with billing, customer service and faults comprising the top three complaint categories across the year (you can find our earlier report here).

In each report, we share some examples which highlight the work we do. One of the case studies in this edition details an account holder who was caught out by debt incurred by a family member he had authorised on the account. Account authorities are common, for example a spouse, family member or flat mate might be authorised on an account. However, you might be surprised by what they can do, and our case study demonstrates that sometimes things can go wrong. The new year is a great time to check-in on your account - TDR has recently shared some guidance, including questions you might ask your provider about account authorities, on our website.

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


TDR Biannual Report – 2019 Part Two

The following resources are available to download as PDF documents:

TDR Biannual Report – July to Dec 2019

Infographic – July to Dec 2019


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 (Fair Way), New Zealand’s largest specialist conflict management company, with a team of over 200 people throughout New Zealand.


For more information

To find out more about TDR, please visit

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