About complaints

Two sim cards, two accounts, no network service.

TDR can assist customers who have complaints related to service faults or faulty equipment received from a TDR Scheme Member.

We receive complaints about Scheme Member’s which involve issues with connections, disconnections and restriction of service.

TDR can assist with complaints and issues that occur when transferring services or porting numbers between Scheme Members.

This dispute centres around a mobile phone that has been assessed as damaged from liquid ingress. There is a dispute between the parties as to whether the good (the handset) would comply with the guarantees under the Consumer Guarantees Act (CGA), and how it would sit within the warrantee.

At times, a customer may be uncertain as to whether a Scheme Member can undertake, or continue to pursue, collections action (debt collection) on accounts that are the subject of a complaint to the TDR.

TDR receives complaints from customers relating to internet speeds. Concerns usually relate to speeds being slower than expected.

Ted took advantage of a mobile phone plan where he would pay a higher rate and receive a rebate at the end of each term, which he would use to purchase a new phone.

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.