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.
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.
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.
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.
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?
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.
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
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.
