Adjudication is when we consider the dispute and make a decision, based on submissions by the consumer and their phone or internet provider. 
A person who reviews the information provided, considers the dispute and makes decisions.
Binding Decision
A binding decision means the phone or internet provider must follow or stick to the decision made.
Complaint Process
The path that a complaint follows from when the complaint is made to its resolution. 
A person who has a genuine billing relationship with a Scheme Member in respect of a telecommunication service. The customer is the end user (i.e., not a wholesale customer).
TDR may determine a complaint is deadlocked if it's been six weeks or more since the customer contacted their phone or internet provider and the customer still doesn't have a resolution that they are happy with, or if a complaint raised with a scheme member by TDR remains unresolved after 15 working days, whichever comes first. When determining deadlock, TDR will take into consideration the complexity of the issue, the desired resolution, as well as whether escalating the matter will assist in resolving the complaint.
See final decision.
A disagreement.
Dispute Resolution
Processes used to resolve disputes. Dispute resolution processes include facilitation, mediation, and adjudication.
Dispute Summary
A document which contains formal submissions from the parties involved in the dispute.
Facilitation is where we aid with communication and can include negotiating a settlement between you and your provider.
The role of the people that customers deal with when they make a complaint to TDR.
Final Decision
This is a decision made by TDR at the end of the complaints process.
Frivolous Complaint
A frivolous complaint is a complaint with no or very limited legal merit.
Before a complaint can go ahead to mediation or adjudication, TDR will check if a complaint is within our ability to help, or if any excluded matters apply. There are some areas that are outside of jurisdiction for TDR, such as pricing or network coverage.
Mediation is a voluntary process where the parties in conflict are encouraged by the Resolution Practitioner to understand each other’s perspectives, talk through the issues, find their mutual interests, develop realistic options, and find a solution that the parties can agree to. Mediation can be a face-to-face meeting between the parties and the mediator, but can also be done over the telephone, using Skype or videoconference. Sometimes the mediation may occur over a series of meetings.
Mobile refers to mobile networks that are used for voice and data communications through wireless transmission technologies. Mobile services allow customers to make calls, send texts and access broadband to and from a mobile [cellular] handset when in range of a wireless transmission signal.
Mobile Network Operator (MNO)
An MNO is an operator that owns or controls all the elements necessary to deliver mobile services to consumers, including radio spectrum and the wireless network infrastructure.
Mobile Virtual Network Operator (MVNO)
A MVNO is an operator that supplies mobile services but does not generally have its own radio spectrum or much of the infrastructure needed to supply mobile services. It therefore relies on buying services from an MNO. The amount of control it has over the services it offers will vary according to the nature of its agreement.
Negotiation is the process of parties getting together with a view to reconciling differences and establishing areas of agreement, settlement or compromise.
Provisional Decision
This is a temporary or conditional decision that is subject to change. All parties are given the opportunity to say whether they agree or disagree with the provisional decision and their reasons for this, which the Resolution Practitioner will consider.
Resolution Practitioner
The independent person from TDR who works with the parties to resolve the dispute through mediation and adjudication.
Scheme Agent
The company appointed by Telecommunications Dispute Resolution Limited (TDRL) to independently run the TDR Scheme. FairWay Resolution Limited (Fair Way) is the Scheme Agent for TDR.
Scheme Member
Phone and internet providers who join the TDR service.
Trivial Complaint
A trivial complaint is a complaint where the subject matter of the dispute is of such little value or importance to the parties, as to make it unreasonable to pursue.
Vexatious Complaint
A vexatious complaint is a complaint where the main intention is to annoy the opposition (the phone or internet company). A complaint may initially have merit, but if pursued in a vexatious way, can be found to be wholly vexatious.
Voice Service / Home Phone/ Landline
Voice services, home phone and landline are all commonly used terms to describe calling services delivered through a non-mobile device. Voice services can be delivered either over a traditional public switched telephone network (PSTN) or a digital network referred to as voice over internet protocol (VoIP).