Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 

Billing tops telecommunications complaints

31 October 2018

Billing has once again topped the list as most common cause of telecommunications complaints to Telecommunications Dispute Resolution (TDR).

Last year, TDR received over 2,000 enquiries and more than forty percent of those (935) were about billing matters.

“Since TDR was established in 2007, billing has been the number one cause of complaints reported year on year. In that time we have seen some shocking bills including a bill for over $4000 worth of calls to an 0900 astrologist and most recently, additional mobile data charges for over $2000. And those are only some of the examples that we’ve seen,” explains Jennifer Mahony, Client Director of TDR.

Looking back on their data from the past year, TDR can also see issues emerging for telecommunications customers.

“We saw a rise of complaints about transfer issues over the last year, which has prompted TDR to release a recurring issue statement about transfer issues. For example, one TDR customer was transferred from their current service provider to a new one without their consent and only realised what was happening when a fibre installer from the new provider arrived at her property.”

What are the other sorts of things that people often complain about?

“Usually there is a disputed charge involved somewhere in a complaint, but we also see complaints about customer service, faulty products, contracts and fibre installation regularly. From broken phones and modems to allegedly ‘unlimited’ plans, TDR assists with a wide range of mobile, landline and internet issues each day.”

How does TDR help these customers?

“TDR are 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 resolve the matter.

“The great news is that the majority of cases (over 90%) are resolved quickly and directly by the telecommunications providers. Through our service, we help get those complaints in front of the right person who 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.”

Have TDR got any advice for customers with complaints?

“We encourage any customer with a complaint about their telecommunications provider to get in touch with the TDR team. We are free, independent and here to help consumers solve their problems.”

To find out more about TDR visit www.tdr.org.nz or freephone 0508 98 98 98.

ends


© Scoop Media

 
 
 
Business Headlines | Sci-Tech Headlines

 

Grey Power: Is Disappointed To Learn Of More Bank Closures

Many older people are being left without essential services because of cost cutting and the march of modern technology. It is now expected that most banking transactions can occur via the internet or telephone. Jan Pentecost, President of the Grey Power ... More>>

ALSO:

Economy: Supply Chain On Brink Of Overload Says National Road Carriers

The New Zealand supply chain is on the brink of overload and it looks like the upcoming peak imports season may push it over the edge says National Road Carriers Association (NRC) CEO David Aitken. “Worldwide supply chains are in disarray,” says Mr Aitken. ... More>>

Retail: Supermarkets Announced As Government’s Second Market Study

The Government has today launched a market study to ensure New Zealanders are paying a fair price for groceries. More>>

ALSO:

Statistics New Zealand: Retail Sales Recover In The September 2020 Quarter

Retail sales values recorded the largest September quarter rise since the series began in 1995, Stats NZ said today. Spending on major household items, vehicles, and groceries contributed to the strong 7.4 percent ($1.8 billion) rise in total ... More>>

Kea Aerospace: New Zealand Flies Into The Stratosphere

Development has started on a solar-powered, unmanned aircraft that can fly in the stratosphere continuously for months at a time. The zero-emission aircraft will carry a suite of imagery equipment that will be game-changing for many industries, vastly ... More>>

Stats NZ: Births And Deaths: Year Ended September 2020

Births and deaths releases provide statistics on the number of births and deaths registered in New Zealand, and selected fertility and mortality rates. Key facts For the year ended September 2020: 57,753 live births and 32,670 deaths ... More>>

ALSO:


Forest & Bird: Kākāpō Wins Bird Of The Year 2020

The nation has voted and Aotearoa New Zealand has a new Bird of the Year. New Zealand’s moss-colored flightless parrot has climbed to the top-spot for the second time in Forest & Bird’s annual Te Manu Rongonui o Te Tau/Bird of the Year competition. ... More>>