More consumers than ever are seeking formal resolution for phone and internet concerns, with new data showing complaints requiring an independent decision have risen by almost 80 per cent.
Telecommunications Dispute Resolution's (TDR) latest annual report, released today, breaks down the 3438 complaints it received during the 2025/26 financial year, providing a window into consumers’ changing telco expectations.
Of these complaints, nearly 200 could not be resolved directly between the customer and their provider, requiring TDR help to reach an outcome through adjudication. This was 78 per cent higher than the previous financial year.
TDR Chief Executive, Simon Thomson, says the trend highlights the important role free and independent dispute resolution plays in helping consumers and providers reach fair outcomes.
“Consumers want confidence that their concerns have been properly investigated, that outcomes are based on the facts, and that everyone involved is on the same page.
“For providers, a timely and independent resolution helps assure their customers that someone neutral is there to help them resolve issues. This builds trust and confidence across the telecommunications industry, which benefits all providers.”
While just under 1600 complaints stemmed from billing disputes in the past financial year, consumer concerns about service restoration and complaint handling have both risen nearly 50 per cent.
Some of the most common underlying causes of complaints were disputed charges (873 complaints), failure to action a customer request (241 complaints), issues in changing plans (220 complaints), and credit management (200 complaints).
Thomson says phone and internet are now essential services and consumers want to know that any issues that arise are fully investigated and resolved fairly.
“Across a wide range of complaints, we’re seeing a consistent set of expectations emerge. Consumers want reliable service, accurate billing, clear communication, and easy pathways to resolution when things go wrong.”
Thomson says many complaints that move to formal resolution are often not just about the original issue itself.
“While facts within individual disputes will be different, what often drives escalation isn’t the original problem, but what happens next.
“Delays, unclear accountability, or customers feeling unfairly treated while matters are still being worked through all heighten frustration.
“Whether it’s a billing dispute, a service fault or a contract issue, people want to know they have been heard and that their concerns are being taken seriously.”
Top five complaint categories 2025/26
- Billing (1592)
- Faults (539)
- Customer Service (524)
- Contracts T&C’s (233)
- Network performance (231)
Ends
About TDR
Telecommunications Dispute Resolution is a free, independent service that helps New Zealanders resolve disputes with their phone and internet providers.
For more information, visit tdr.org.nz