• Long wait times

    Case Studies
    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.

  • Changes to invoicing and listed charges – not upheld

    Decisions
    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.

  • Changes to international calling plan T&Cs – partially upheld

    Decisions
    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.

  • Notice period for copper discontinuation

    Case Studies

    The customer received a notification that their landline phone provider would be withdrawing copper-based services in 6-weeks’ time.

  • Debt collection complaint – not upheld

    Decisions
    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.

  • Phone scams

    Guides

    Phone scams are a common problem, with scammers becoming increasingly sophisticated in their approaches, it can be difficult to identify them.

  • Payment methods

    Case Studies
    The customer lodged a complaint with TDR about his provider only accepting certain payment methods.  

  • Installation delay

    Case Studies

    A broadband customer worked from home.

  • Claim for damage caused by the lightning strike - not upheld

    Decisions
    The customer wanted to claim a payment of $2,012.50 for damage to the connected dialler in his monitored alarm system, which he says was caused by the lightning hitting a copper line maintained by the wholesale provider near his house.

  • Phone services withdrawn

    Case Studies

    TDR was contacted by a customer whose landline phone service was being withdrawn.