The TCF has established a self-regulatory regime for customer complaints and dispute resolution, including:

1. The Customer Complaints Code (the “Code”); and
2. Terms of  Reference ("TOR")

The documents set out the rights and obligations of TDR Members and their Customers with regard to the handling of Customer Complaints. The TDR service reports to a governing council (“Council”) with fifty percent consumer representation. The Council’s role is to provide independence and ensure industry and public confidence in the service.

The day to day operations of the service will be run by the independant TDR Agent. Dispute Resolution Services Limited have been appointed to this role.

The primary purpose of the service is three-fold:

1. To encourage TDR Members to resolve Customer Complaints effectively themselves;
2. To provide prompt, independent resolution of disputes, having regard to the Code and the service standards it sets out, as well as relevant legal requirements; and
3. To educate the industry about systemic issues arising from disputes and determinations.

The service will enable the telecommunications industry to set out the principles and rules to follow in dealing with consumer complaints relating to their telecommunications services which cannot be resolved through their service provider’s internal procedures.

By executing the Deed Poll attached at Schedule 1B of the Terms of Reference, the TDR Members agree to be bound by the terms of the service.   Only customers of TDR Members can lodge disputes under the TDRS process.

Customer Complaints Code

The purpose of the Customer Complaints Code is to set out the principles and processes for Customers to make a Complaint and the handling of those Complaints/Disputes by TDR Members and the TDR Agent.

The purpose of this Code is:

1. To improve TDR Members’ internal Complaints resolution processes to assist with early resolution of Customer Complaints.
2. To increase Customer confidence in the industry by establishing appropriate standards of practice that apply consistently across the industry.
3. To ensure that Customers have access to an effective independent dispute resolution mechanism to address issues where the Customer is not satisfied with the outcome from their TDR Member’s internal Complaints handling or dispute resolution process in relation to a Customer Complaint.
4. To facilitate the resolution of Customer Complaints relating to Telecommunications Services in New Zealand through practices that are fair and equitable and are consistent with the purposes and provisions of the Telecommunications Act (2001) and any of its current or future amendments.

Customers and TDR Members must follow the processes set out in the Code for resolution of a Customer Complaint before a Customer can take a Complaint to the TDR Agent.

TDR Service

The TDR service went live on 30 November 2007.  All Telecommunications service providers are invited to sign up to the service.  Click on this link to see a current list of TDR Members or on www.tdr.org.nz for more information.

For those TDR Members signing up after 30 November 2007, the Customer Complaints Code comes into effect 3 months from the date a TDR Member signs up to the service.   

An article on the TDR service was published in PC World in March 2008.

TDR Quarterly Reports

• TDR Q1 Report 2008
• TDR Q2 Report 2008