Consumer service standards for customer care

What it is

This Code sets out the minimum standards of practice that providers must deliver when engaging with consumers.  


Providers must publish a customer care policy that includes: 

  • Minimum standards of practice
  • A complaint handling process
  • Information on how a complaint can be escalated to the Telecommunications Disputes Resolution (TDR) scheme

Who it applies to

  • All TDR Scheme Members (including TCF Members)

Who it affects

  • Customers who are customers of TDR Scheme members 

Code status

Code type: Mandatory code

Document version: 1st Edition July 2023

Signatories to this Code

Looking for something else?

How to join

Information for Service providers on how to join the TDR Scheme.

Find out more

Complaints information for consumers

TDR offers a free independent service to residential and small business customers of telecommunications companies.

Find out more

How the TDR Scheme Works

Read about the governance structure of the Telecommunications Dispute Resolution scheme.

Find out more


Customer Care Code 257 KB


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