How the Process Works
Once you have made a complaint to Telecommunication Dispute Resolution (TDR), we'll decide as soon as possible whether we can deal with it, and whether it is within our jurisdiction. We'll let you know within 24 hours.
If we can accept your complaint, we'll ask the telecommunications company involved for information about what's happened so far (once we have your permission to talk to them about your account) and start working towards a resolution. We will stay in touch with you about what is happening and any next steps.
Complaints to TDR can go through four levels: Level 1, 2, 3, 4, or it may be classified as an enquiry. If your complaint becomes a formal dispute you will have time to reply at each level, and you can pull out of the dispute process at any stage.
An enquiry means:
- You are asking for information only
- You haven’t made the complaint to your telecommunication company, or you have made a complaint but the company hasn't had a chance to respond to it
- Your complaint is outside TDR’s jurisdiction, or is about a service or product that the TDR doesn’t cover, or about a company that is not part of the Scheme
- You don’t want to give your name, or the name of your telecommunication company
Level 1 complaints:
- You have made a complaint to your telecommunication company and they have had an opportunity to respond
- You have discussed your complaint with your telecommunication company and you're unhappy with how your complaint has been handled, and/or the outcome
- It has been six weeks or more since you raised your complaint and you haven’t had a resolution from your company that you are happy with
- Your telecommunication company agrees the situation is at deadlock
- We need your complaint in writing
We may suggest you keep talking with your telecommunication service provider to try and sort out the problem. Or, we may ask you to make a written complaint. You can fill out a form online, print off a form and send or fax it to us, or we can help you to write your complaint, over the phone.
Once you’ve made your written complaint TDR will go to the company and make sure we have all the right details. We’ll let your telecommunications company know that we are starting the formal process, and your complaint will move up to a Level 2 dispute.
Level 2 complaints:
- Your complaint has been made in writing and TDR has agreed it has jurisdiction to help you
- We’ll send your written complaint to the company, along with any suggestions from you about a resolution, and ask them to respond, which they must do within 15 working days. If you and the company can’t agree on a solution and you want to take the matter further, we’ll write up a Dispute Summary, and the complaint moves to a Level 3 dispute.
Level 3 Complaints:
- Your dispute will be looked at by a TDR conciliator, who will talk to you and your telecommunication company about a resolution.
- If there is still no agreement between you and your company the conciliator will recommend a resolution.
A conciliator will be appointed to your dispute. They’ll look over the history of the complaint and try to reach an agreement between you and the company by talking to you both (either separately or by telephone conference). If an agreement can’t be reached the conciliator will propose a resolution. If there is still no agreement and you want to take the matter further, your complaint will move to a Level 4 dispute.
Level 4 Complaints:
- You and your telecommunications company can’t agree on a solution to the problem
- An independent adjudicator is appointed to your dispute
- They will make a final decision, which your telecommunication company must accept under the Code, and they must carry out any action the adjudicator decides
- If you don’t agree with the final decision, you can still go to other places for help, such as the Courts or the Disputes Tribunal
An independent adjudicator will look at all the information, the history of your complaint, any law that applies to your dispute, and make a final decision. This may mean your telecommunication company must take some action, pay compensation, or undertake any other action the Adjudicator decides. The Adjudicator may also decide there is no resolution available that is fair to all parties, and the complaint may be closed without being resolved.
If you are unhappy with the adjudicator’s decision you are still able to take your complaint through other channels, such as the Disputes Tribunal or the Courts.