---
title: "Broadband problems in New Zealand: provider complaints and TDR · Kilobat Guides"
url: "https://kilobat.app/guides/new-zealand-broadband-tdr-complaint"
description: "Collect broadband fault evidence, make a clear provider complaint and check TDR membership before escalating an unresolved New Zealand internet dispute."
---

# Broadband problems in New Zealand: provider complaints and TDR

Start with your provider, then check whether Telecommunications Dispute Resolution can handle the unresolved issue. Provider membership matters for ordinary broadband disputes.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required. · Checked: 3 November 2026

## When this helps

- Your home internet service is in New Zealand.
- A persistent fault or speed problem remains unresolved.

## Record the fault and its impact

Keep outage dates, test conditions and the speed wording for your plan. Tell the provider whether the issue affects one device or the whole connection.

For intermittent faults, include both working and failing periods. A single speed test can miss a short interruption.

## Ask for a written resolution

1. Use your provider’s formal complaints channel.
2. Give the fault references and a concise timeline.
3. Describe the remedy you want and request a written response.

## Check the TDR route

The Commerce Commission describes TDR as a free, independent dispute-resolution service. Ordinary broadband disputes generally require your provider to be a member.

There are exceptions for disputes under the 111 Contact Code and Copper Withdrawal Code. Check the official guidance for the issue you have.

## Prepare your complaint

Use the [complaint template](https://kilobat.app/guides/broadband-complaint-letter) to state the problem, evidence and requested resolution. Keep the tone factual.

You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.

## Still stuck?

You can ask for help at [ping@kilobat.app](https://kilobat.app/internet-problems#ask). Send your symptoms and reviewed test results, with or without Kilobat.

## Sources

- [Commerce Commission: broadband disputes and TDR](https://www.comcom.govt.nz/regulated-industries/telecommunications/telecommunications-for-consumers/what-to-do-when-you-have-a-dispute-with-your-broadband-or-mobile-provider/)

Checked on 3 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.
- [Broadband consumer-rights changes: complaint deadlines and speed evidence](https://kilobat.app/guides/internet-customer-rights-updates): Check the effective date and service type before using a new rule.