In the 12 months from 1 July 2020 to 30 June 2021, the Telecommunications Dispute Resolution scheme
received 1940 enquiries, 30.7% less than the previous year.
Many telco providers recognised the challenges facing their customers during the pandemic. They removed data caps, stopped referring debt to collections during lockdown, and they allowed more time to pay outstanding invoices. These changes made a big impact for their customers and resulted in less complaints to TDR.
That being said, billing continues its reign as the top cause of complaints. The main issue this year is disputed charges on customer invoices. Customer service comes in second, with complaints about scheme members failing to action customer requests or keeping customers informed at the top of the list in this category.
If you would like to find out more about TDR and the complaints received, you can download the 2021 TDR Annual Report here.