About complaints | Telecommunications Dispute Resolution

All about the complaints we see: examples of case studies, decisions, jurisdiction, and guides to common complaints

Form over function – move from paper to online portal

26 Jun 2024

Case Studies

A landline customer no longer received physical bills via the mail and now had to login to an online system to access her information.
Problems with family plan

28 Mar 2024

Case Studies

TDR was contacted by a customer who had experienced two separate issues throughout the year.
Hotspotting – not upheld

28 Mar 2024

Decisions

Jurisdiction
The customer raised a number of issues in his complaint.
Terms and Conditions

14 Mar 2024

Guides

The relationship between a scheme member and its customers is primarily contractual, with the rights and obligations of both parties set out in the
Installation frustration at business premises

20 Feb 2024

Case Studies

The owner of a small business contacted TDR about broadband installation issues which lead them to change providers.
Price rise – not upheld

12 Feb 2024

Decisions

The customer lodged a complaint about the scheme member raising its broadband prices during a 12-month contract.
Customer service and number allocation – not upheld

19 Dec 2023

Decisions

Jurisdiction
The Customer’s complaint deals with the reallocation of their telephone number.
Understanding an invoice

28 Nov 2023

Case Studies

A customer questioned whether credits had been applied when they received a complicated invoice.
Equipment failure - repair, replacement or refund - upheld

30 Oct 2023

Decisions

The customer received a defective mobile phone and sought a refund rather than a repair or replacement.
Unauthorised transfer - Upheld

25 Sep 2023

Decisions

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