Telecommunications Dispute Resolution Limited (TDRL) has today released its 2025 Annual Report, covering the year 1 July 2024 – 30 June 2025. The full Report can be found on the TDR website.
"It has been a strong performance year for TDRL, with overall volumes holding steady at 3,454 whilst at the same time there were significantly more cases that required direct scheme support. The latter meant we saw an 83% increase in mediations and adjudications. This change reflects both the growing complexity of issues and the trust that consumers and providers place in TDRL’s independent process. But it also seems to be the new normal for TDRL,” said TDRL Chair, Barry Jordan.
The report highlights changing complaint trends across the telecommunications sector, with more consumers seeking help around plan changes, provider switching, and credit management. Billing issues, customer service, and faults remain the most common sources of complaints.
The report also highlights TDR’s ongoing work to identify and address systemic issues, and to use complaint data and insights to help the sector improve communication, billing practices, and customer experience.
CEO Herman Visagie says the results show a maturing scheme playing a broader role in supporting fairness and transparency across the sector. “We’re seeing more complex disputes, but also more engagement from providers and consumers who want to resolve problems constructively. That’s a great sign of confidence in the scheme and in the sector’s commitment to better outcomes.”
TDRL continues to grow, with new members joining and high satisfaction from both consumers and providers.
“The Scheme is going from strength to strength, and we are very proud of the work over the last year to continue to improve both our effectiveness and reach. Looking to the next year we are excited to continue to build on the momentum of the last two years.”
TDR is a free, independent service helping New Zealanders resolve disputes with their phone and internet providers.
Annual report
Read the full report here.
For more info
For further information or media enquiries, please contact TDRL CEO Herman Visagie on herman.visagie@tdr.nz or 021 280 9320.