• Connection delay and request to release from contract - upheld

    Decisions
    The Customer applied to the retail scheme member for the installation of 2 internet connections as he has two houses on his property. There was a delay in connecting to the second house and was charged for 2 invoices within 2 weeks of connection.

  • Blacklisted and network blocked iPhone – upheld

    Decisions
    A Customers iPhone 12 was incorrectly blacklisted, preventing it from being used on other networks.

  • Phone came with surprise plan

    Case Studies

    The customer purchased basic mobile online from an electronics store for the purpose of being able to text and make emergency calls.

  • Fibre installation - Upheld

    Decisions
    The customer lodged a complaint with TDR about the experience and timeliness of their fibre installation.

  • Incorrect late payment fees – upheld

    Decisions
    A question of whether late payment charges were correctly applied to the Customer’s account.

  • Roaming repayment

    Case Studies
    Mediation allows parties to collaborate and explore more creative solutions. The terms and conditions of this customer’s plan did not ordinarily allow for repayment plans, however through the mediation process they explored this option and agreed terms.

  • Long wait times

    Case Studies
    The customer lodged a complaint with TDR, saying that she had spent an extraordinarily long time on the telephone trying to sort out problems with her internet when the fault was not hers.

  • Changes to invoicing and listed charges – not upheld

    Decisions
    The dispute is about the decision to modify the format and content of the Scheme Member’s monthly, specifically no longer listing each individual phone call made.

  • Changes to international calling plan T&Cs – partially upheld

    Decisions
    The Customer's plan included unlimited free calls to NZ, Australia and India. The Scheme Member notified the Customer that their terms & conditions were to be varied, introducing a cap and charges for extra minutes used.

  • Notice period for copper discontinuation

    Case Studies

    The customer received a notification that their landline phone provider would be withdrawing copper-based services in 6-weeks’ time.