A customer may bring a complaint to TDR in relation to their services being affected by the malicious conduct of another party. This may include, for example, the effects of viruses, freeloading (unauthorised use of a customer's internet connection), or physical damage to the network or equipment.
Complaints have been received regarding lost or misplaced mobile telephones, or SIM cards. Disputes usually arise in relation to charges for subsequent unauthorised calls made from that phone, or use of the SIM card.
Some Scheme Members sell handsets locked to the Scheme Member’s network only. That means the Customer is not able to use that handset as a customer of another network. Customers may be dissatisfied with that, and seek to have their handset unlocked to use with another provider.