Complaint Checklist
This is a guide to what you will need to consider when you make a complaint to Telecommunication Dispute Resolution (TDR):
Is your telecommunications company a member of the TDR Scheme?
- TDR can only look at complaints about companies that are part of the TDR Scheme.
Have you made this complaint to your telecommunications company?
- If not, you’ll need to make the complaint to them first, before coming to TDR.
Have they had a chance to respond?
- The TDR Code says your telecommunications company must have up to six weeks to try and get to a resolution with you. If your complaint has been going on for longer than six weeks, TDR can get involved.
Do you have a deadlock or reference number?
- If you have come to the end of your telecommunication company’s complaint process and you still don’t have a resolution, your telecommunications company may issue you with a reference or deadlock number. You can also ask your telecommunications company for a reference or deadlock number.
Do you have your account and/or complaint number(s)?
- We’ll need these numbers to start talking with your telecommunications company about your dispute.
If you are making this complaint for someone else, do you have authority to act on their behalf?
- We need to make sure the account holder is happy for you to be discussing their account details
You can also download the checklist if you want to print it off and refer to it later.