Questions and Answers: 2nd Quarter TDR Results

Questions and Answers: 2nd Quarter TDR Results Press Release

4 Aug, 2008

Q. Have you had the volume of disputes you expected up to this point?
A. TDR is currently getting the volume of calls that it predicted. However, if the number of disputes coming in continues to grow at the same rate, the annual estimate will be exceeded.

Q. What type of dispute has been the most common?
A. Almost half (45%) of the disputes raised with TDR have related to billing issues, and mostly these have been disputed amounts that customers have been charged.

Service and product delivery have accounted for the next largest percentage of complaints received (31%). The majority of these complaints deal with failures and delays in connection, disconnection and functionality.

The remainder of the disputes related to customer service (11%) network performance (8%) and Faults (3%). The remaining two per cent of complaints were listed as ‘Other’ – calls that did not fit the standard categories. These are very similar levels to the calls TDR received in the first quarter.

Q. What has been the most common outcome from the disputes?
A. Most of the disputes have been dealt with at ‘Level 1’, where a formal complaint has been made to TDR, but TDR has had to refer the complaint back to the supplier. This has generally been because resolution is still being attempted through the companies’ internal complaints process and deadlock has not been reached.

Q. How much has it cost so far?
A. The service is free to consumers.
The Scheme Members have paid $211,000 to set up and run the scheme
to date.

Q. Which company is getting the most complaints?
A. The Scheme has been used by customers from CallPlus, ihug, Orcon,
Telecom, TelstraClear and Vodafone and WorldxChange.

Releasing the total complaint numbers per Scheme Member could be misleading – the company with the most complaints may be most actively promoting TDR to its customers, and therefore could have the most robust customer service, not the worst.

For specific information about TDR complaints, please contact the company concerned.

Frequently Asked Questions

How are customers being made aware of TDR?
TDR is being promoted through all of the Scheme Members to their customers. TDR information is also available through all Citizen Advice Bureaux, Community Law and Ministry of Social Development Heartland Centres. Telecommunication customers can go to any of these sources for more information, or get in touch with TDR.

How do customers lodge a complaint?
Customers must take their complaint up with their telecommunication provider first, before coming to TDR. Their telecommunication company must also be a member of the TDR Scheme.

Once a customer has reached the end of the company’s complaint system without reaching a resolution, or if the customer has not heard from the company in over six weeks, TDR can help. The process begins with the customer making the complaint to TDR in writing.

For more information about the TDR process, please see the TDR website at www.tdr.org.nz.

ends

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