• Double trouble after transfer

    Case Studies
    This case is about a failed broadband service switch, that lead to two accounts and double billing.

  • Fibre relocation request

    Decisions
    The customer questioned their fibre installation, believing it did not comply with standards and requirements, and sought a relocation at the provider's cost.

  • BeforeUDig service location charge

    Decisions
    The Customer claims they were charged for location services requested through BeforeUDig that they did not receive and that the charges were not disclosed to them prior.

  • Network coverage drop while driving

    Case Studies
    After switching to a new mobile provider, the customer began experiencing dropped calls while driving through a particular area. The customer contacted the provider several times to raise the issue.

  • Data usage display confusion

    Case Studies

    Many mobile customers rely on their provider’s app to keep track of data usage. But what happens when the numbers don’t line up?

  • Account not activated

    Case Studies
    TDR reviewed a complaint involving an inactive mobile service, debt collection activity, and a significant compensation request.

  • Fibre cable repairs

    Case Studies
    A customer asked TDR to review the repair charges for a damaged fibre cable, disputing the cause of the damage, the installation quality, and the hours billed.

  • Missed promotion and delayed resolution

    Case Studies

    A missed promotion and repeated service failures led to a lengthy, preventable dispute.

  • Terminated contract

    Case Studies

    A customer’s mobile service was terminated following ongoing disputes and unusually high levels of contact with their provider.

  • Faulty phone

    Case Studies
    A customer purchased a new mobile phone and returned it just four days later, reporting facial recognition errors, touchscreen problems, malfunctioning apps, and overheating.