• Case Studies

    A small business owner approached his internet provider to set up broadband for a new business premises.

  • Case Studies
    Two sim cards, two accounts, no network service.
  • Guides
    TDR can assist customers who have complaints related to service faults or faulty equipment received from a TDR Scheme Member.
  • Guides
    We receive complaints about Scheme Member’s which involve issues with connections, disconnections and restriction of service.
  • Guides
    TDR can assist with complaints and issues that occur when transferring services or porting numbers between Scheme Members.
  • Decisions
    This dispute centres around a mobile phone that has been assessed as damaged from liquid ingress. There is a dispute between the parties as to whether the good (the handset) would comply with the guarantees under the Consumer Guarantees Act (CGA), and how it would sit within the warrantee.
  • Guides
    At times, a customer may be uncertain as to whether a Scheme Member can undertake, or continue to pursue, collections action (debt collection) on accounts that are the subject of a complaint to the TDR.
  • Case Studies

    A newly bought smartphone stopped working and the customer returned it to the store hoping they could fix it.

  • Guides
    TDR receives complaints from customers relating to internet speeds. Concerns usually relate to speeds being slower than expected.
  • Case Studies
    Ted took advantage of a mobile phone plan where he would pay a higher rate and receive a rebate at the end of each term, which he would use to purchase a new phone.