Telecommunications Dispute Resolution  (TDR)

What is it ? A free independent service to help consumers with complaints about their telecommunications provider . The TDR service is available for residential and small business customers of telecommunications providers. TDR covers most telecommunication providers in New Zealand .

What can TDR help with ? TDR can look at complaints about products and services you get from such a provider.  If you have a complaint :

1/ let your provider know directly there’s a problem. They will work with you to provide a solution.

2/if your complaint is with your provider and they are trying to work it out you can still contact TDR but thy do not step in at this point ; TDR can help you clarify your issue though as they are always there to provide information to both of you and to answer questions.  Most com plaints are resolved at this stage and a little help from TDR can often make a big difference.

3/ if you and your provider haven’t been able to sort out the issue , or six weeks has passed since you made your complaint , then one of TDR’s expert team members can step in and help. Prior to TDR stepping in they ensure your complaint is something they can consider ( jurisdiction) . There can be mediation and if not resolved , a TDR adjudicator will decide the outcome. Outcomes can include things like : written apologies / plan changes / invoice corrections / refunds or account credits / withdrawal of accounts from collection .

You can contact TDR on Freephone 0508 98 98 98  /  email on contact@tdr.org.nz  /  web   www.tdr.org.nz

You can ask us at Wairarapa CAB for the very helpful pamphlet we have available about this matter  “ Helping Resolve Complaints Between You and Your Phone or Internet Provider “ which includes a Worksheet about your complaint , which is always a very good start for you to have a “paper trail”  .

At Wairarapa CAB we offer to help fill out forms or help you compile and then type a letter for you. Citizen’s Advice Bureau 43 Perry Street Masterton. Freephone: 0800 367 222