Issue summary by Complaint Type for All Members (1 October to 31 December 2008)
| |
Total |
Percentage |
| Internet service complaint issues |
|
|
| Billing And Payments |
6,076 |
23.3% |
| Complaint Handling |
3,657 |
14.0% |
| Contracts |
3,372 |
12.9% |
| Credit Management |
1,538 |
5.9% |
| Customer Service |
5,525 |
21.1% |
| Faults |
4,488 |
17.2% |
| Land Access |
24 |
0.1% |
| Privacy |
113 |
0.4% |
| Provisioning |
1,046 |
4.0% |
| Transfer |
293 |
1.1% |
| TOTAL |
26,132 |
|
|
|
|
| Landline service complaint issues |
|
|
| Billing And Payments |
9,796 |
24.1% |
| Complaint Handling |
6,137 |
15.1% |
| Contracts |
2,404 |
5.9% |
| Credit Management |
3,082 |
7.6% |
| Customer Service |
8,605 |
21.1% |
| Directories |
311 |
0.8% |
| Disability |
100 |
0.2% |
| Faults |
4,002 |
9.8% |
| Land Access |
292 |
0.7% |
| Payphones |
11 |
0.0% |
| Phonecard |
478 |
1.2% |
| Privacy |
617 |
1.5% |
| Provisioning |
3,402 |
8.4% |
| Transfer |
1,459 |
3.6% |
| TOTAL |
40,696 |
|
|
|
|
| Mobile service complaint issues |
|
|
| Billing And Payments |
10,017 |
25.8% |
| Complaint Handling |
5,427 |
14.0% |
| Contracts |
5,886 |
15.2% |
| Credit Management |
3,787 |
9.8% |
| Customer Service |
7,725 |
19.9% |
| Directories |
21 |
0.1% |
| Disability |
3 |
0.0% |
| Faults |
4,542 |
11.7% |
| Land Access |
1 |
0.0% |
| Privacy |
398 |
1.0% |
| Provisioning |
409 |
1.1% |
| Transfer |
579 |
1.5% |
| TOTAL |
38,795 |
|
|
|
|
| Mobile Premium Services Industry Scheme |
7,046 |
|
|
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| News | Complaint Statistics | Quarterly Complaint Statistics | December 2008