Telecommunications Dispute Resolution (TDR)
TDR is a free independent service for complaints about telecoms providers. It is available to residential and small business customers (less than 20 full-time employees).
TDR covers most telco providers. To see if yours is a member:
- check your provider's website
- your bill
- ask TDR
- check the link below.
Who can make a complaint(external link) — TDR
If your provider is not a member of the TDR, you can take your complaint to the Disputes Tribunal.
About the Tribunal(external link) — Disputes Tribunal
How TDR can help
TDR can look at complaints about products and services from your telecommunications provider.
- any service or product, including prepaid mobile phones and internet
- contract issues
- problems with your bill
They cannot help with:
- equipment or apps your phone or broadband company does not endorse, eg your own modem, band expander, games you download from an app store.
- indirect losses, eg compensation for lost time or wages during dispute resolution, lost files, missed phone calls.
TDR will ask you to talk to your phone or internet provider before taking up the complaint. You and your provider have up to six weeks to sort out the issue before TDR steps in.
If you need help with developing or writing a complaint contact TDR first. TDR can offer advice before you talk to your phone or internet provider, eg what you may be able to expect, what to say. They may also take action if you are having problems getting in touch with your provider.
TDR can look at complaints about its members, involving losses up to $15,000 or less. This includes compensation for direct loss, eg your time without a service, hardware replacement or repair costs.
The Disputes Tribunal may be able to help if:
- your provider is not a TDR member
- your provider is a TDR member and your loss is between $15,000 and $30,000.
Making a complaint(external link) — Telecommunications Dispute Resolution