Telecommunication disputes

Telecommunication disputes

Telecommunication Dispute Resolution (TDR) is a free and independent service to help work out disputes between consumers and telecommunication companies.

If you have a dispute with a telecommunication company, we recommend you start by contacting the company and trying to resolve your complaint between yourselves. If you are not able to resolve the dispute directly, you can contact the TDR scheme on 0508 98 98 98 or visit www.tdr.org.nz

About this service

The TDR service is available to residential and small business customers of telecommunications companies that are members of TDR. Before TDR can consider your complaint, you must have contacted the company first, and given them a reasonable opportunity to fix it.

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How the process works

If you have come to the end of your telecommunications company’s complaints process and your complaint has not been resolved, or it has been six weeks or more since you first contacted them and you still don’t have a resolution you are happy with, then TDR may be able to help. On the TDR website there are forms to fill out online, or they can be printed off and posted or faxed to TDR. We can also help consumers over the phone to develop or write a complaint.

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The cost

The dispute process is free. However if your telecommunications company has to look for information that is more than three months old or relates to an account that has been closed it can charge you for this work. It can also charge you if your complaint requires your phone line to be tested more than once in a six-month period. The company must tell you before it does anything that might mean a cost to you.  

Where to start

To start the TDR process to resolve a dispute with your telecommunication provider, we recommend you start by contacting our TDR team on 0508 98 98 98 or email us at contact@tdr.org.nz

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TDR has brochures in English, Te Reo, Arabic, Filipino, Hindi, Korean, Samoan, Simplified Chinese, and Tongan. Please download them here.