• 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.

  • Roaming repayment

    Case Studies
    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.