• New phone, no service

    Case Studies
    A new handset did not solve network service issues.

  • Copper withdrawal

    Case Studies
    Copper services were being removed, with fibre services offered as a replacement.

  • Bad for business

    Case Studies

    A small business owner approached his internet provider to set up broadband for a new business premises.

  • Double trouble

    Case Studies
    Two sim cards, two accounts, no network service.

  • Faulty equipment and services

    Guides
    TDR can assist customers who have complaints related to service faults or faulty equipment received from a TDR Scheme Member.

  • Installations, disconnection, and restriction of services

    Guides
    We receive complaints about Scheme Member’s which involve issues with connections, disconnections and restriction of service.

  • Transfers and Porting

    Guides
    TDR can assist with complaints and issues that occur when transferring services or porting numbers between Scheme Members.

  • Water damaged phone – not upheld

    Decisions
    This dispute centres around a mobile phone that has been assessed as damaged from liquid ingress. There is a dispute between the parties as to whether the good (the handset) would comply with the guarantees under the Consumer Guarantees Act (CGA), and how it would sit within the warrantee.

  • Credit recovery

    Guides
    At times, a customer may be uncertain as to whether a Scheme Member can undertake, or continue to pursue, collections action (debt collection) on accounts that are the subject of a complaint to the TDR.

  • Smartphones, technology and customer service

    Case Studies

    A newly bought smartphone stopped working and the customer returned it to the store hoping they could fix it.