Customer Complaints and Dispute Resolution Scheme

Enabling prompt, independent resolution of telecommunications disputes

What it is

The Telecommunication Dispute Resolution (TDR) Scheme is a regime for the management of telecommunications-related customer complaints.

Purpose

The purpose of the Scheme is to:

• Provide prompt, independent resolution of disputes.
• Encourage Scheme members to effectively resolve complaints themselves.
• Educate the industry about systemic issues arising from disputes.

Who it applies to

• TCF Members
• Non-TCF Members who are telecommunications Service Providers and choose to become a member of the Scheme. Service providers do not need to be a member of the TCF to be a member of the Scheme.

Who it affects

Customers who are customers of TDR Scheme members

Signatories

Not all code signatories are service providers.

For a list of service providers who are members of the Telecommunications Dispute Resolution Service, visit the TDR website.

Code status

Code type: Mandatory code

Document version: 4th edition - Dec 2021