The customer, having returned from an overseas trip, received a large bill which included roaming charges. The customer was dissatisfied with the large bill and contacted their provider to discuss waiving or reducing the amount to be paid. The customer felt that the provider did not do enough to mitigate roaming charges from being incurred and were inflexible with account suspension to prevent such charges from being incurred. When these attempts at negotiation were unsuccessful, the customer contacted TDR.

TDR assisted with the ongoing discussions between the customer and their provider. Despite TDR’s assistance, the customer and their provider disagreed regarding the legitimacy of the bill. The provider insisted that the charges were valid and attributable to the customer. The complaint proceeded to deadlock and was assigned to a TDR practitioner.

The practitioner arranged a mediation so the customer and provider could meet and work towards a solution together. The practitioner assisted the customer and their provider to reach a mutually agreeable resolution whereby the customer would make weekly repayments towards the total outstanding balance. The practitioner drafted the terms of agreement which were agreed to by all parties.

Mediation allows parties to collaborate and explore more creative solutions. The terms and conditions of this customer’s plan did not ordinarily allow for repayment plans, however through the mediation process they explored this option and agreed terms. Had the parties not reached an agreement and the case proceeded to adjudication, where TDR makes a decision, a repayment plan would not have been an option. Upon review of the submissions from the customer and provider, the practitioner would have determined in favour of the provider based on the contract and information provided. The customer’s decision to enter into the weekly repayment agreement with the provider was ultimately a good decision.