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Watchdog tracks big jump in complaints about telcos and ISPs

What does it all mean? Probably that people are only just waking up to the TDR's existence. 

Fri, 02 Oct 2015

An independent consumer watchdog says more people are complaining about their phone company or ISP.

David Russell, Chair of the Telecommunications Dispute Resolution (TDR) Council says in the year to June 30, 2015, complaints were up by 292 (18%) over the prior year.

These increases fall mainly into the categories of billing/credit, contracts and customer service (network coverage, a common bugbear, is not part of the TDR's remit). 

“Support for the scheme was shown in the very significant increase in cases referred to the TDR by telecommunications companies. Over the past 12 months there has been an increase of 128 (213%) cases received by the TDR on recommendation of member companies," Mr Russell says. All of the major phone companies, ISPs and UFB companies are members.

Scheme Director, Derek Pullen says the scheme had also received a significant increase (399) in the number of cases direct to TDR. He said this can be attributed to the higher profile that TDR has due to increased social media and website activity.

Hmn. I guess. It's off a low base. In my experience, talking to friends, family and colleagues, they simply don't realise the TDR service exists.

It has, since 2008, and its a no-cost way to resolve a dispute involving up to $15,000 (after that you have to head for the low-cost Disputes Tribunal or the expensive regular court system).

David Russell (ex Consumer NZ) knows his stuff, and the TDR itself is run by Crown company Fairway Resolution, which has 100 staff and also handles ACC and finance-related complaints.

Fairway refused to break out complaints by telco or ISP.

A Commerce Commission report released September 24 said telecommunications companies were the most complained about last year.

The Consumer Issues 2015 report says Spark received 128 complaints under the Fair Trading Act last year.

It was followed by Vodafone, which received 112 complaints in 2014 and Auckland Academy of Learning, which received 106 complaints.

ANZ Bank received the fourth most complaints, with 99, followed by Trade Me sellers, with 78 complaints. CallPlus had 27 complaints and 2degrees 24.

Given there are millions of customers across those companies, the main conclusion has to be that most people don't bother to complain. And that when they do, it's roughly in proportion to a company's market share.

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Watchdog tracks big jump in complaints about telcos and ISPs
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