Mediation allows parties to collaborate and explore more creative solutions. The terms and conditions of this customer’s plan did not ordinarily allow for repayment plans, however through the mediation process they explored this option and agreed terms.
The customer lodged a complaint with TDR, saying that she had spent an extraordinarily long time on the telephone trying to sort out problems with her internet when the fault was not hers.
The dispute is about the decision to modify the format and content of the Scheme Member’s monthly, specifically no longer listing each individual phone call made.
The Customer's plan included unlimited free calls to NZ, Australia and India. The Scheme Member notified the Customer that their terms & conditions were to be varied, introducing a cap and charges for extra minutes used.
This dispute involves a customer who did not pay his bills and his debt was referred to credit consultants. He stated that he withheld payment because of poor service from the Scheme Member.