All scheme members agree to comply with the Telecommunications Carriers Forum agreement for dealing with customer complaints known as The Customer Complaints Code. The Code, which can be downloaded from the Telecommunications Carriers Forum website,  covers residential customers and firms employing less than 20 staff.

Unresolved disputes between customers and scheme members are independently arbitrated. The TCF has contracted the professional dispute resolution firm Dispute Resolution Services Limited to provide this service.

Only scheme member customers can lodge disputes using the TDRS process.

TDRS Scheme members are divided into Retail Scheme Members and Wholesale Scheme Members. Telecom Wholesale is a Wholesale Scheme Member.

If the complaint is not resolved after the complaint has been processed through business as usual processes, the Retail Scheme Member can send the complaint to Telecom Wholesale by raising a Request for Assistance.

Logged in service providers can raise Requests for Assistance here.

Residential and small business complaints

Complaints from residential and small business customers should be made directly to the telecommunications service provider in the first instance, which is the company that sends you your bill. If Telecom Retail provides your service complaints can be made via their website. Contact details for other service providers will be on your bill.

If your complaint is not resolved you can use the Telecommunication Resolution Service.