TDR Quarterly Report – Q4 2017/18

Wednesday, October 31, 2018

Billing has once again topped the list as most common cause of telecommunications complaints to Telecommunications Dispute Resolution (TDR).

Last year, TDR received over 2,000 enquiries and more than forty percent of those (935) were about billing matters. 

“Since TDR was established in 2007, billing has been the number one cause of complaints reported year on year. In that time we have seen some shocking bills including a bill for over $4000 worth of calls to an 0900 astrologist and most recently, additional mobile data charges for over $2000. And those are only some of the examples that we’ve seen,” explains Jennifer Mahony, Client Director of TDR.

Looking back on their data from the past year, TDR can also see issues emerging for telecommunications customers.  

“We saw a rise of complaints about transfer issues over the last year, which has prompted TDR to release a recurring issue statement about transfer issues. For example, one TDR customer was transferred from their current service provider to a new one without their consent and only realised what was happening when a fibre installer from the new provider arrived at her property.”

What are the other sorts of things that people often complain about?

“Usually there is a disputed charge involved somewhere in a complaint, but we also see complaints about customer service, faulty products, contracts and fibre installation regularly. From broken phones and modems to allegedly ‘unlimited’ plans, TDR assists with a wide range of mobile, landline and internet issues each day.”

How does TDR help these customers?

“TDR are here to help consumers to progress their complaint with the telecommunications provider and in cases where they cannot resolve the issue together, we provide independent dispute resolution assistance to resolve the matter.

“The great news is that the majority of cases (over 90%) are resolved quickly and directly by the telecommunications providers. Through our service, we help get those complaints in front of the right person who help resolve that matter. For all other complaints, TDR’s independent facilitators, mediators and adjudicators will work with the parties involved to help them achieve a resolution.”

Have TDR got any advice for customers with complaints?

“We encourage any customer with a complaint about their telecommunications provider to get in touch with the TDR team. We are free, independent and here to help consumers solve their problems.”

To find out more about TDR visit www.tdr.org.nz or freephone 0508 98 98 98.

TDR Q4 Report

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, 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 www.tdr.org.nz

For media enquiries, please contact Nora.McGlinchey@FairWayResolution.com

Feedback

If you have any feedback on TDR’s Quarterly Report, please get in touch. Our email address is contact@tdr.org.nz