Ongoing discount or plan-based offer?

The customer had previously raised a complaint through TDR and his broadband provider offered a discount as part of an informal resolution. In January 2022, he accepted the discount offer and withdrew the complaint from TDR. The customer believed it to be a permanent discount — not tied to any plan, promotion or expiry period.

In early 2025, the provider issued notice that it would move the customer onto a new plan, ending his prior discount. The provider explained that the discount was only valid while he remained on a specific service plan, and since his plan had changed the discount would no longer applied. 

The customer objected, claiming this violated the original agreement and showed a lack of good faith. 

Next step

The disagreement led to a new complaint being raised with TDR.  Our role was to determine whether the discount was communicated and applied fairly.

TDR reviewed the history of the discount, relevant emails, and the positions of both parties. We assessed whether the discount was clearly communicated under the TCF Customer Care Code, especially regarding its terms and duration. Both the clarity of communication and the nature of the original agreement were key to resolving the dispute.

Outcome

TDR found that the provider had failed to clearly communicate the discount’s terms when it was first applied — including whether it was plan-based or time-limited. This fell short of the standard required by the Code, and this part of the complaint was upheld. 

However, TDR concluded that the discount was likely intended to apply only while the customer remained on the specific broadband plan in place at the time. Since that plan changed in 2025, the provider was entitled to remove the discount. 

The complaint was partially upheld, and as a remedy, TDR directed the provider to apply a smaller monthly discount for 12 months or waive any termination fees if the customer chose to leave.

Lesson learned

When resolving complaints informally, service providers must communicate clearly — especially about discounts or special arrangements. Ambiguity about the nature or conditions of a discount can lead to misunderstandings and future disputes. Even informal agreements can have long-term consequences if not documented properly. 

For customers, it’s important to confirm the exact terms of any agreement, especially regarding how long a discount will last and whether it’s tied to a specific service plan. Clarity up front can prevent confusion later on.