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| News | Complaint Statistics | Quarterly Complaint Statistics | June 2008 |
Issue summary by complaint type for all members
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1 April 2008 - 30 June 2008 |
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| Internet |
Number |
Percentage |
| Billing and payments |
4,189 |
21.66% |
| Complaint handling |
2,025 |
10.47% |
| Contracts |
2,608 |
13.49% |
| Credit management |
822 |
4.25% |
| Customer service |
4,658 |
24.08% |
| Faults |
3,685 |
19.05% |
| Provisioning |
930 |
4.81% |
| Other* |
423 |
2.19% |
| Total internet issues |
19,340 |
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| *Other include Customer transfer, Land access and Privacy |
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| Landline |
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| Billing and payments |
5,673 |
20.26% |
| Customer transfer |
1,436 |
5.13% |
| Contracts |
1,800 |
6.4% |
| Complaint handling |
2,956 |
10.56% |
| Credit management |
2,055 |
7.34% |
| Customer service |
5,927 |
21.16% |
| Faults |
4,433 |
15.83% |
| Privacy |
451 |
1.61% |
| Provisioning |
2,388 |
8.53% |
| Other# |
886 |
2.1% |
| Total landline issues |
28,005 |
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| #Other includes Directories, Disability, Land access, Payphones, Phonecards and Porting |
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| Mobile |
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| Billing and payments |
6,140 |
22.29% |
| Complaint handling |
2,929 |
10.63% |
| Contracts |
4,625 |
16.79% |
| Credit management |
2,922 |
10.61% |
| Customer service |
6,274 |
22.77% |
| Disability |
7 |
0.03% |
| Faults |
3,703 |
13.44% |
| Customer transfer |
390 |
1.42% |
| Other^ |
560 |
2.03% |
| Total mobile issues |
27,550 |
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| ^Other includes Directories, Privacy and Provisioning |
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MPSI Scheme |
| Mobile Premium Services |
8,694 |
100% |
| Total MPSI Scheme Issues |
8,694 |
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| Total Issue Count |
83,589 |
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