About TDR

Telecommunications Dispute Resolution (TDR) is here to help when New Zealanders have a complaint about their mobiles, home phones or internet.

In most cases, telecommunications companies will work directly with their customers to remedy issues or problems when they occur. But for those other unresolved cases, it is OK to ask for help. TDR is independent, free and here to help.

TDR has been resolving telecommunications complaints since 2007 when it was set up by the New Zealand Telecommunications Forum (TCF), whose members represent the majority of telecommunications providers in New Zealand (servicing over 95% of telecommunications consumers). TDR membership is mandatory for TCF members and voluntary for other telecommunications providers.

TDR members pay a levy which is used to run TDR, and the Customer Complaints Code sets out the rules for TDR members, enabling TDR to resolve complaints about our members. TDR can also help with disputes under a Commission Code (meaning the 111 Contact Code, a Commission RSQ Code and the Copper Withdrawal Code) and any industry RSQ code as required by s 247 of the Telecommunications Act 2001 . It is free for consumers to use our service under each of the codes.

The TDR service is entirely independent of its members. TDR is managed and ran independently by Fair Way, a specialist conflict management and dispute resolution organisation. The TDR team includes experienced and dedicated Resolution Coordinators and Resolution Practitioners who help with telecommunications enquiries and resolve complaints.

TDR is overseen by a council who provide guidance and governance. The Terms of Reference sets out that the Telecommunications Dispute Resolution Council consists of four industry representatives and four consumer representatives, including one representative appointed by the Minister of Consumer Affairs.

If you have a telecommunications problem and you are not sure where to turn, get in touch with TDR. Whether it’s a billing issue, customer service complaint or something else, talk to the TDR team. We’re here to help.