Telecommunications Dispute Resolution (TDR) is here to help when New Zealanders have a complaint about their mobiles, home phones or internet.
We’re an independent complaint service. So, if you’ve got a problem with your telecommunications provider, you can talk to TDR. Our service is free for consumers, and we’re here to help if you need us.
Untangling your issues
TDR has been supporting Kiwis with resolving their telco troubles since 2007. We assist around 2,000 people each year. Whether it’s a billing issue, customer service complaint or something else, talk to the TDR team. We’re here to help.
Our first step is to listen and find out about your complaint. We’ll then let your provider know about your complaint so you can work together to resolve it. Most complaints are resolved at this stage, often within a few days. A little help from TDR can often make a big difference.
For those remaining unresolved complaints, TDR gets you talking. Our facilitation step aims to support you find a solution through conversation. Our team will ask questions to help you clarify issues, identify options you want to talk about with your provider, and work out what you think will resolve the issue. Our mediation step focuses on collaboration, so you can reach an agreement together. Our mediator will help you and your provider to explore the complaint and solutions.
If you don’t reach an agreement together, TDR will make a decision based on the information provided. This step is called adjudication. If you accept the decision, your provider must follow the directions within the decision.
Get in touch
If you have complaint with your phone or internet provider and need some help, talk to TDR.
Free phone 0508 98 98 98
Email contact@tdr.org.nz
Use our online form