Phone complaint: who do you call?
A word of advice about going to the Telecommunications Disputes Resolution service.
26 February 2010
Mysterious calls showing up on your mobile phone bill? Can’t get a satisfactory response to a faulty line issue? Getting the run around from your internet provider?
When you’re trying to get your telecommunications company to fix something or to give you a refund, and the company doesn’t agree or is taking too long, the Telecommunications Dispute Resolution service (TDR) may be able to help. It is free for you to use and is independent.
What sort of problems can I get sorted out?
Under the Consumer Guarantees Act and the Fair Trading Act if you aren’t getting what you were promised you can go back to the company to get a solution to the problem. The company is responsible for providing a solution. But if the company doesn’t agree to fix the problem or give you a refund, then you can go to the TDR.
If the TDR decides that you should get a remedy then the company must provide it. If they suggest a remedy that you don’t like then you have the option of rejecting it and going to the Disputes Tribunal.
The TDR can’t help you out with complaints about network coverage or prices (unless you were misled).
Who can use the TDR?
The service is available for domestic or personal customers, and small businesses with fewer than 20 full time employees. The service is only available for disputes with companies that are signed up. Visit www.tdr.org.nz to see if your provider is part of the scheme.
If your company doesn’t belong to the scheme then you can take your complaint to the Disputes Tribunal. There is a small application fee when you make a claim at the Disputes Tribunal.
How to start the process
Before you go to the TDR you need to have reached a deadlock with the company. That means either you have reached the end of the company’s complaints process and you aren’t happy with the result, or it has been more than six weeks since you made the complaint and you still haven’t reached a solution.
You need to ask the company for a reference number, which might be called a complaint number or a deadlock number. Then you can fill in a complaint form online or call 0508 98 98 98 to lodge your complaint.
Visit the TDR website for more information or to make a complaint form.
