Codes and complaints

The areas that TDR can and can’t help with are set out in codes that apply to the telecommunications sector. The Customer Complaints Code sets out the rules for TDR members, enabling TDR to resolve complaints about products and services from our members under this code. TDR can also help with disputes under a Commission Code (meaning the 111 Contact Code, a Commission RSQ Code and 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.

TDR can consider:

  • Complaints about any service or product from phone and internet providers who are a member of TDR.
  • Complaints from residential and small business customers (and organisations) with less than 20 full time employees.
  • Complaints made within 12 months of discovering an issue.
  • Complaints that involve claims for $15,000 or less. That can include claims for compensation for direct loss, for example replacement costs for hardware, or costs for a technician to inspect or make repairs.
  • Disagreements with any retail landline service provider (including those who are not members of TDR) about a vulnerable consumer’s ability to contact emergency services in a power cut.
  • Disputes about copper services being removed in an area.

TDR can't consider: 

  • A phone or internet provider's pricing (except where what is billed differs from pricing information provided during the sales process).
  • Complaints about equipment or software that is not supported by the phone or internet provider.
  • A phone or internet provider's network coverage (except where the network coverage received differs from the available coverage indicated during the sales process).
  • Disputes about statutory rights of access to install broadband on shared property – Utilities Disputes can help with broadband shared property access matters.
  • A complaint that is subject to legal action and/or is being made somewhere else, such as through the Courts.
  • Complaints about domain names - the Domain Name Commission can help domain name matters.
  • Information requests to your provider.
  • Issues that are covered by the Privacy Act – you can refer matters to the Privacy Commission.
  • A complaint that has already been looked at by TDR.
  • Claims for compensation for indirect loss e.g., time/wages lost during dispute resolution.

Full details of types of disputes covered, and exclusions, can be found in the Customer Complaints Code, the 111 Contact Code and the Copper Withdrawal Code

If TDR is unable to help with your issue, other organisations listed under 'Helpful links' may be helpful.