Telco complaints data Q3 2018

Press Release: 1 August 2018
Telco complaints data
Telecommunications Dispute Resolution (TDR) has released complaints data for Q3 2018

Telecommunications Dispute Resolution is here to help consumers resolve complaints about their telecommunications provider. While TDR has always produced annual complaint statistics, TDR is now publishing quarterly reports on complaint statistics to give consumers more information when they need it.

The majority of telecommunications providers in New Zealand (over 95% by revenue share) are members of TDR so our reporting provides consumers with a snapshot of industry trends and common complaints issues.

About this report

This report contains information about complaints and enquiries from January 2018 – March 2018. It includes an overview of:
• How complaints and enquiries were resolved
• The nature of the complaints and enquiries
• Volume of complaints and enquiries per provider per 10,000 connections
• Case studies.

About TDR

TDR is here to help consumers to progress their complaint with the telecommunications provider and in cases where they cannot resolve the issue together, we provide independent dispute resolution assistance to help resolve the matter.

The great news is that the majority of cases (over 90%) are resolved quickly and directly by the telecommunications providers with a little help from TDR. Through our service, we help get those complaints in front of the right person to help resolve that matter. For all other complaints, TDR’s independent facilitators, mediators and adjudicators will work with the parties involved to help them achieve a resolution.

Resources

The following resources are available to download as PDF documents:
• TDR Quarterly Report – Q3 2017/18.pdf
• TDR Infographic – Q3 2017/18.pdf
ENDS

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