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Complain about your Internet Service Provider (ISP)

If you have a problem with your internet service provider (ISP) you can make a complaint.

Complain to your ISP first

If you have a problem with your ISP talk to them first. Most ISPs will have information about their complaints process on their website.

If your problem is not resolved

If you’re not happy with the resolution offered by your ISP, and the problem is not fixed after 6 weeks, you can make a complaint with the free and independent Telecommunications Dispute Resolution (TDR) service.

Here's a 3-step-check to find out if your ISP is part of the TDR scheme and if the service can help.

Take the 3-step check to see if the TDR can help?

If you're still not happy

Your ISP must accept the Telecommunication Dispute Resolution service’s decision but you can choose to accept or reject it.

If you’re not happy with the outcome, or if your ISP is not part of their scheme, you can also contact the Disputes Tribunal or the Privacy Commissioner (for privacy issues).

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