About complaints

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.

A common complaint to TDR relates to faulty mobile telephones.

Customer claims he is being incorrectly invoiced and that his phone has been cloned.

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.

Will was liable to pay for his device, despite cancelling his plan.

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.

Business owner’s complaint not accepted due to bad behaviour.

TDR has received complaints from customers concerned that their services have been suspended, or disconnected, without adequate notice to allow the customer to remedy the situation.

Customer was unable to port her old phone number across.

TDR has received complaints from customers dissatisfied with where the ONT is placed on their property, or costs for other work required to get the other services operating.