The Telecommunications Disputes Resolution service -- a free and independent service that mediates in disputes between consumers and telecommunication companies -- released its second Quarterly Report last month.

Complaint numbers were up 23% on the service's first quarter, (it was established in November 2007), and fell into the following categories;

• 45% - Billing and credit.
• 31% - Service and product delivery such as failures and delays in connection, disconnection and functionality.
• 11% - Customer service complaints.
•   8% - Network performance (including speed and service interruptions).
•   3% - Faults.
•   2% - Other complaints.

Most of the country's telcos are TDR scheme members including Boost, Call Plus, Eziphone, Gen-i, iHug, Kordia, Orcon, Slingshot, Telecom, TelstraClear, Vodafone, WorldxChange and Yahoo!Xtra.



What's covered:

• Any service or product from a scheme member.

• Complaints from residential and small business customers.

• Complaints already made to a scheme member, as long as it's within 12 months of the original complaint.

• Complaints involving compensation up to $12,000.

How to complain:

• Raise the issue with your telco first. (Click here for a Customer Complaint form.)

• If you're not happy with their response, or your complaint hasn't been dealt with within six weeks, go back to that link and download a Complaint to TDR form. (You can make a complaint online, post or fax the complaint form, or call freephone 0508 98 98 98.

• The TDR's service is non-binding. If you're not happy with the outcome, you're free to ignore their findings and proceed to the Disputes Tribunal or even court.