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.
TDR receives a number of complaints from customers concerning coverage issues for mobile telephone use, as well as having calls 'drop-out' due to reception deficiencies.
A customer contacted TDR seeking a refund for the price paid for his phone. He had bought the latest model mobile phone at the time, however he claimed it had ongoing issues.
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.