• Unauthorised transfer - Upheld

    Decisions
    The dispute relates to the transfer of the customer’s services following the customer’s phone call to the current provider.

  • Business plan gone bad

    Case Studies

    The owner of a small business contacted TDR for help with his phone provider.

  • Cancelled account and disputed charges – not upheld

    Decisions
    The customer disputes the final charges from the retail service provider on cancellation of her account.

  • A classic ‘whodunnit’

    Case Studies

    The customer contacted TDR because they were charged for an iPhone 14 that they said they had not received.

  • Rodents and repair charges

    Case Studies
    The customer contacted TDR as they felt it was not fair that they were being charged for repair work conducted on a faulty fibre connection.

  • Connection delay and request to release from contract - upheld

    Decisions
    The Customer applied to the retail scheme member for the installation of 2 internet connections as he has two houses on his property. There was a delay in connecting to the second house and was charged for 2 invoices within 2 weeks of connection.

  • Blacklisted and network blocked iPhone – upheld

    Decisions
    A Customers iPhone 12 was incorrectly blacklisted, preventing it from being used on other networks.

  • Phone came with surprise plan

    Case Studies

    The customer purchased basic mobile online from an electronics store for the purpose of being able to text and make emergency calls.

  • Fibre installation - Upheld

    Decisions
    The customer lodged a complaint with TDR about the experience and timeliness of their fibre installation.

  • Incorrect late payment fees – upheld

    Decisions
    A question of whether late payment charges were correctly applied to the Customer’s account.