Telecommunications Dispute Resolution service (TDR) is here to help Kiwis to resolve issues with their broadband, mobile and home phone providers, and every six months we share a snapshot of what we are seeing.
Overview of this period
Numbers were relatively stable across the two halves of 2021, with 935 and 941 complaints and enquiries received during each period. The top three complaint themes - billing, customer service and network performance - were consistent throughout the year although pleasingly the volumes were trending down in these categories during the latter half of the year.
We did see an increase in other areas, notably in the installation and transfer categories as more New Zealanders move onto the fibre network and have experienced delays during this process. Reflecting the move onto more modern technologies, home phone complaints decreased by 35% in this period. Many New Zealanders now use internet-based voice services, with these issues being captured instead under our broadband category.
We hope you find this report useful and learn more about how TDR can help untangle issues. We are free and independent, so please get in touch if you need some assistance resolving a complaint with your phone or internet provider.
We also welcome your suggestions on how to improve our service and reports, so please feel free to contact us by email at email@example.com or by freephone on 0508 98 98 98.
TDR Biannual Report - 2021 Part Two
For more information
To find out more about TDR, please visit www.tdr.org.nz
For media enquiries, please contact Nora.McGlinchey@FairWayResolution.com.