About complaints

TDR can assist with complaints about a Scheme Member’s customer service and how they dealt with enquiries or complaints.

Account holder caught out by debt incurred by family member authorised on the account.

The question arises from time to time as to the validity of a contract taken out with a minor for telecommunication services, and whether any penalties can be enforced under that contract against the minor customer.

Early TDR intervention facilitates good outcome.

This complaint is about fibre installation delays and customer service, involving both a Retail Service Provider and Wholesale Provider. The Customer placed an order for fibre and multiple installation dates were missed without warning.

Over the course of time, the customer purchased three mobile handsets using a ‘repayment plan’ or RP. That allowed the handset to be purchased and paid off over the course of an agreed period.

A customer thinks her account is closed. Telco says otherwise.

The Customer approached TDR as he had been provided notice that his plan was going to change, and he would be no longer able to receive a free streaming service subscription.

A small business customer approached TDR to dispute various charges applied to their account between May 2019 to October 2021. A request had also been made to disconnect various landline numbers, but they continued to be active.

The Customer came to TDR to seek assistance to have his old telephone number returned to him.