Determinations

When a complaint has completed the TDR process, a final decision is made by the Resolution Practitioner

If the final decision is accepted by the consumer it is binding on the telecommunications company. If the consumer does not accept the final decision, the complaint can be taken to another forum (eg Disputes Tribunal).

Recent final decisions that have been issued by TDR will be published here.

Determinations

TDR Case Note T018300 (2016)

Provider’s mobile app
Determinations

TDR Case Note T018261 (2016)

Water damaged
Determinations

TDR Case Note T013335 (2015)

This dispute was brought on a number of grounds, including proposed customer service issues, the accuracy of accounts raised, and service provision.
Determinations

TDR Case Note T012900 (2015)

The Customer’s complaint that the Provider’s representative had “hung up” when he phoned and had promised to call him back but did not.
Determinations

TDR Case Note T012937 (2013)

The Provider was pursuing the Customer for the amount owing on invoices in which the Customer claimed that his mobile phone might have been “cloned” hence resulted in the charges.
Determinations

TDR Case Note T013028 (2015)

The Customer complained about the roaming charges while he had not asked the Provider to give him roaming services.
Determinations

TDR Case Note T10681 (2015)

The Customer who failed to read the terms written on the cardboard complainted about the higher charges to his mobile phone account.
Determinations

TDR Case Note T010796 (2015)

The Customer considers there is a disagreement over what a contract is.
Determinations

TDR Case Note T010906 (2015)

The Customer’s complaint was that the Provider had been sending him spam emails and although they stopped when he requested cessation, they later started up again.
Determinations

TDR Case Note T010906 (2015)

The new Provider charged the Customer a reconnection fee and the old Provider charged her an early termination fee.
Determinations

TDR Case Note T016121

Contract and customer service
Determinations

TDR Case Note T015741

Debt - using 0900 numbers
Determinations

TDR Case Note T015096

Payment arrangements - change of contact email address
Determinations

TDR Case Note T014621

Payment agreements - change of contact details
Determinations

TDR Case Note T003430 (2008)

Customer service and charges for mobile broadband
Determinations

TDR Case Note T003469 (2009)

Customer service, GST invoices
Determinations

TDR Case Note T003525 (2009)

Misleading advertising and failure of network coverage
Determinations

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Determinations

TDR Case Note T003859 (2009)

Faults - failure of service, loss of business profits
Determinations

TDR Case Note T003591 (2009)

Early termination charges
Determinations

TDR Case Note T003546 (2009)

Faults - disconnected service due to a carrier fault
Determinations

TDR Case Note T003685 (2009)

Billings - charging of voice calls for dial-up internet connection
Determinations

TDR Case Note T003584 (2009)

Customer service - complaint handling systems
Determinations

TDR Case Note T003733 (2009)

Misleading information about the price of overseas broadband roaming services
Determinations

TDR Case Note T003717 (2009)

Billings - charging for mobile internet usage
Determinations

TDR Case Note T003726 (2009)

Customer service with regard to complaint handling standards and procedures
Determinations

TDR Case Note T003891 (2009)

Faulty mobile handset and poor customer service
Determinations

TDR Case Note T003797 (2009)

Billings - charging for internet usage and accuracy of billing information
Determinations

TDR Case Note T003798 (2009)

Delay in transferring telephone and broadband services to a new property
Determinations

TDR Case Note T004305 (2010)

Billings - undercharging mobile services, back billing
Determinations

TDR Case Note T003926 (2009)

Failure of contracted services, loss of business profits
Determinations

TDR Case Note T004302 (2010)

Billings - charges for mobile phone services
Determinations

TDR Case Note T004222 (2010)

Disputed charges, disconnection of mobile services, early termination fees
Determinations

TDR Case Note T004301 (2010)

Services - delayed connection
Determinations

TDR Case Note T004276 (2010)

Connection delays and service issues
Determinations

TDR Case Note T004252 (2010)

Fraud - charges for premium text messaging services
Determinations

TDR Case Note T004121 (2010)

Termination of contract for internet services
Determinations

TDR Case Note T012114 (2012)

Contract
Determinations

TDR Case Note T010709 (2012)

Billings and fees - roaming charges
Determinations

TDR Case Note T010891 (2012)

Billing and fees - disputed charges
Determinations

TDR Case Note T011060 (2012)

Faults - delay in service restoration
Determinations

TDR Case Note T010681 (2012)

Misleading information about charges for calls to a local access number from calling card
Determinations

TDR Case Note T010838 (2012)

Billing and fees
Determinations

TDR Case Note T011547 (2012)

Data roaming charges
Determinations

TDR Case Note T011692 (2012)

Warranty and liability for damage to mobile phone
Determinations

TDR Case Note T012179 (2012)

Faults - intermittent fault of landline services
Determinations

TDR Case Note T010975 (2012)

Early termination to a contract
Determinations

TDR Case Note T012869 (2012)

Liability for costs incurred on account
Determinations

TDR Case Note T013497

Outstanding account and account cancellation
Determinations

TDR Case Note T012600 (2013)

Faults - faulty mobile telephones
Determinations

TDR Case Note T013176 (2013)

Service issues and early termination of the contract
Determinations

TDR Case Note T012481 (2013)

Faulty mobile handsets
Determinations

TDR Case Note T011692 (2013)

Water damaged handset
Determinations

TDR Case Note T013992

End of account, frivolous or vexatious complaint
Determinations

TDR Case Note T014146

Deceptive conduct
Determinations

TDR Case Note T013462

Wiring fault
Determinations

TDR Case Note T013335

Debt recovery and customer service