Achievement targets relating to the speed of response to customers’ complaints, the speed of resolution and the type of resolution, have been agreed as measures of TDR’s performance. The following tables detail the actual performance against the targets.
The Telecommunication Dispute Resolution (TDR) Scheme’s Terms of Reference (TOR) required the TDR Council to instigate a review of the Scheme two years from the date of implementation. This report is available to download as a PDF document.
Research into customer satisfaction rates for TDR show that 96% of people using the service would recommend it to their friends. In the survey 95% of the respondents said they were satisfied with how their complaint was handled, and 93% said the process overall was fair and impartial.
The Telecommunications Dispute Resolution service (TDR) has received more than 5261 calls since its establishment on 30 November 2007, with the quarterly average number of calls received steadily rising from 204 in 2008 to 263 in 2009.