Types of Disputes Covered

Telecommunication Dispute Resolution (TDR) deals with complaints from consumers about services provided by their telecommunication company.

TDR can consider:

  • Complaints about companies that are part of the TDR scheme
  • Any service or product, including pre-pay mobile phones, from a telecommunication
    company that is part of the Scheme. You can also complain about how you have been
    charged for products and services (but not the pricing)
  • Complaints from residential and small business customers (and organisations) - those
    with 19 people or less
  • Complaints that have already been made to a telecommunication company, as long as it
    is within 12 months of the complaint first being made
  • Complaints that involve $12,000 or less in compensation

TDR can't consider: 

  • A telecommunication company's pricing
  • Complaints about equipment or software that is not supported by the
    telecommunications company
  • A telecommunication company's network coverage
  • 111 calls -- please refer this to the relevant emergency service; Police, Fire, Ambulance,
    or to Telecom
  • Yellow Pages advertising content - please refer this to the Advertising Standards Authority
  • A complaint that is also subject to legal action and/or is being made somewhere else, such as through the Courts
  • Complaints about domain names -- please refer to the Domain Name Commission
  • Requests for information
  • Issues that are covered by the Privacy Act -- please refer to the Privacy Commission
  • A complaint that has already been looked at by TDR