• Guides
    TDR can assist with complaints about a Scheme Member’s customer service and how they dealt with enquiries or complaints.
  • Case Studies
    Account holder caught out by debt incurred by family member authorised on the account.
  • Guides
    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.
  • Case Studies
    Early TDR intervention facilitates good outcome.
  • Jurisdiction
    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.
  • Decisions
    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.
  • Case Studies
    A customer thinks her account is closed. Telco says otherwise.
  • Jurisdiction
    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.
  • Jurisdiction
    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.
  • Decisions
    The Customer came to TDR to seek assistance to have his old telephone number returned to him.