News & Publications

Find the latest TDR news and publications here.
Articles
Mon 23 Mar 2020
Like you, we have been preparing for the situation that has just been announced.  In doing so we have been developing our working from home capability and completing the creation of our virtual office. 
Articles
Wed 12 Feb 2020
Telco complaints on the increase in 2019 While most New Zealanders have no complaints about their telecommunications services, as a consumer it is reassuring to know that an independent service is there to assist if you do. Telecommunications Dispute Resolution (TDR) is a free and independent service for broadband, home phone and mobile customers. Our purpose is to help consumers who have complaints about their telecommunications provider to swiftly and effectively resolve disputes.
Articles
Mon 13 Jan 2020
Do you have someone authorised on your telco account?  If so, this is known as an Account Authority.  Do you know what they can do and what they can’t do?  A recent TDR case study highlighted what can go wrong with an Account Authority.
Articles
Wed 18 Dec 2019

Telecommunications Dispute Resolution (TDR) will be closed from 25 December 2019 - 5 January 2020. TDR will re-open as normal at 8am on Monday 6 January 2020. During this period, you can still make a complaint about your landline, mobile or internet provider using the TDR Complaint Form and send us a general enquiry using the Contact Us form.
Annual reports
Thu 5 Dec 2019
Telecommunications services are fully ingrained into every aspect of our lives, both at work and at play. We have high expectations for those services. If there is an issue, we expect a remedy. If we need to raise a complaint about those services, someone should be there to listen and to act. At TDR, we hear those complaints. Our role is to help those customers reach a resolution.
Articles
Tue 22 Oct 2019
How are telco complaints tracking in 2019? Telecommunications Dispute Resolution (TDR) is a free and independent service for broadband, home phone and mobile customers. Our purpose is to help consumers who have complaints about their telecommunications provider to swiftly and effectively resolve disputes. The aim of our report is to provide a snapshot of the telecommunications industry from our unique perspective resolving telecommunications complaints. What have seen in the first half of 2019?
Articles
Thu 26 Sep 2019
Are you a vulnerable customer? Who is a vulnerable customer?
Articles
Wed 26 Jun 2019
The Commerce Commission wants to hear what New Zealanders like and dislike about their phone and broadband experience. It comes after Parliament made changes that direct the Commission to collect and report on the quality of service consumers receive from their telco providers.

Articles
Wed 19 Jun 2019
Volunteers wanted for a Commerce Commission study into broadband performance
Articles
Tue 22 Jan 2019
The Commerce Commission released its Consumers Issues report for 2017/18 on 27 November 2018. Citing telecommunications as the most complained about industry, the Commission noted that a common complaint theme centered on the complexity of what is available in the market. The report also noted that billing is a key complaint feature in telecommunications complaints, which is consistent with