About complaints | Telecommunications Dispute Resolution

All about the complaints we see: examples of case studies, decisions, jurisdiction, and guides to common complaints

Equipment failure - repair, replacement or refund - upheld

30 Oct 2023

Decisions

The customer received a defective mobile phone and sought a refund rather than a repair or replacement.
Unauthorised transfer - Upheld

25 Sep 2023

Decisions

The dispute relates to the transfer of the customer’s services following the customer’s phone call to the current provider.
Business plan gone bad

22 Sep 2023

Case Studies

The owner of a small business contacted TDR for help with his phone provider.
Cancelled account and disputed charges – not upheld

10 Aug 2023

Decisions

The customer disputes the final charges from the retail service provider on cancellation of her account.
A classic ‘whodunnit’

3 Aug 2023

Case Studies

The customer contacted TDR because they were charged for an iPhone 14 that they said they had not received.
Rodents and repair charges

17 Jul 2023

Case Studies

The customer contacted TDR as they felt it was not fair that they were being charged for repair work conducted on a faulty fibre connection.
Connection delay and request to release from contract - upheld

7 Jul 2023

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

7 Jun 2023

Decisions

A Customers iPhone 12 was incorrectly blacklisted, preventing it from being used on other networks.
Phone came with surprise plan

15 May 2023

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

2 May 2023

Decisions

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