Changing Complaint Trends In 2025 As Kiwis Seek Help For Telco Issues

Emerging trends in telco complaints reveal growing frustrations over plan changes, provider switching, and credit management issues, new data from Telecommunications Dispute Resolution (TDR) shows.

However, billing disputes, poor customer service, and faults continue to make up the bulk of the 3454 complaints TDR dealt with in the past 12 months.

The new insights have been revealed in TDR’s latest annual report, highlighting the evolving complexity of complaints as the sector changes and consumer expectations increase.

TDR CEO, Herman Visagie, says emerging complaint trends suggest shifts in the market, changing consumer expectations, and broader economic challenges are influencing the kinds of problems consumers are facing.

“Customers are demanding more from their providers and are increasingly willing to speak up when they are unhappy. Coupled with the fact that access to mobile and internet services is an increasingly critical part of our daily lives, this consumer pressure will continue to drive the sector to do better.”

Mr Visagie says billing issues still account for nearly half of all complaints, with the majority of those caused by disputed charges.

“We continue to see a high number of cases of consumers disputing charges on their bills. Sometimes it’s a genuine error, but in many cases, we see consumers surprised by their bill.

“This may be because they didn’t fully understand their plan, confusion about discounts and offers, or because there have been changes to their plans or pricing. At the heart of these complaints is a difference in expectations between a consumer and their provider.”

Meanwhile, a rise in complaints stemming from difficulty cancelling contracts or switching providers can leave people frustrated and out of pocket, with consumers complaining about delays, service interruptions, double billing, and even failure to process cancellations, Mr Visagie says.

In one case, a customer discovered they had been charged for broadband for more than two years after moving house, only realising the error when they saw ongoing charges for a service they no longer used.

TDR helped the customer secure a full refund of nearly $2000, highlighting how easily billing issues can go unnoticed.

“Customers should always double-check that service cancellations are processed to avoid surprises. They should also make sure they have records of their requests.

“On the provider side, transparency about break costs and notice requirements is crucial, as is keeping the consumer informed during the switching or cancellation process.”

Mr Visagie says the numbers suggest that, as a sector, there is still work to do to communicate effectively with consumers about plans and cost, particularly when their provider makes changes to plans or pricing.

This was the case when one long-time customer lost his loyalty discount after changing mobile plans, despite promises it would stay.

While the provider had advised him by email that the discount wouldn’t carry over, TDR ruled that the explanation wasn’t clear, and the description of it being a ‘life of plan’ discount led the customer to think it was long-term and tied to his loyalty.

“Clear communication matters, and in this case, even when the rules are followed, unclear wording and verbal promises can cause misunderstandings,” Mr Visagie says.

“Behind every complaint is a real person who just wants a fair go. Our role is to make sure their voice is heard and that providers are held to a high standard of fairness and transparency. This helps ensure good conduct in the sector, which is good for consumers and providers”

Mr Visagie says TDR continues to go from strength to strength, with growing awareness of the scheme and positive feedback from both consumers and providers.

With three new retail members joining in the past year, TDR is expanding its reach and ability to support more New Zealanders.

“With more members coming on board, we’re able to help even more New Zealanders resolve their telecommunications issues.”

Telecommunications Dispute Resolution is a free, independent service helping New Zealanders resolve disputes with their phone and internet providers. For more information, visit tdr.org.nz.

By the numbers

• 3454 complaints handled for Kiwis across the motu
• Top complaint areas:
  • 49% of complaints relate to billing
  • 16% relate to customer service
  • 11% relate to faults
  • 9% relate to contracts and terms and conditions
  • 6% relate to network performance
• Underlying causes of complaints
  • 20% reduction in disputed charges complaints (though this remains the top root cause of complaints at 28%)
  • Increase in complaints relating to switching, including 42% rise in complaints about transfer delays.
  • 74% rise in credit management complaints
• 88% consumer satisfaction or very satisfied with TDR experience, with Net Promoter Score increasing to 79%

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