News & Publications

Find the latest TDR news and publications here.
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
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
Articles
Wed 19 Dec 2018
Telecommunications Dispute Resolution (TDR) will be closed from 25 December 2018 - 2 January 2019. During this period, you can still make a complaint about your landline, mobile or internet provider using the TDR Complaint Form or send us a general enquiry using the Contact Us form. A member of the TDR team will get back to you on 3 January 2019.
Annual reports
Thu 29 Nov 2018
Over 2,000 complaints enquiries received by Telecommunications Dispute Resolution (TDR).These numbers are relatively static compared to the increased in demand for broadband services.
Articles
Wed 31 Oct 2018
Billing has once again topped the list as most common cause of telecommunications complaints to Telecommunications Dispute Resolution (TDR). Last year, TDR received over 2,000 enquiries and more than forty percent of those (935) were about billing matters.