About complaints

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

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.

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.

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

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

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

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.