How TDR works

About the TDR Scheme

The TDR service sets out the rights of customers and obligations of TDR Members, regarding the handling of disputes, or complaints that have not been resolved through the members' usual complaints process. Members agree to be bound by the terms of reference and  Customer Complaints Code, and only customers of TDR Members can lodge disputes with TDR.

The principles of TDR are:

  • accessibility
  • independence
  • fairness  
  • accountability 
  • efficiency
  • effectiveness