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| News | Complaint Statistics | Quarterly Complaint Statistics | June 2009 |
Issue Summary by Complaint Type for All Members
(1 July 2008 to 30 June 2009) |
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Number |
Percentage |
| Internet |
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| Billing and Payments |
27,346 |
5.7% |
| Complaint Handling |
16,311 |
3.4% |
| Contracts |
15,458 |
3.2% |
| Credit Management |
7,606 |
1.6% |
| Customer Service |
23,316 |
4.8% |
| Faults |
19,252 |
4% |
| Provisioning |
4,224 |
0.9% |
| Other* |
1,923 |
0.4% |
| Total internet issues |
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| *Other includes Customer Transfer, Land Access and Privacy |
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| Landline |
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| Billing and Payments |
39,609 |
8.2% |
| Transfer |
5,682 |
1.2% |
| Complaint Handling |
24,409 |
5.1% |
| Credit Management |
12,102 |
2.5% |
| Customer Service |
31,839 |
6.6% |
| Faults |
16,298 |
3.4% |
| Payphones |
37 |
0% |
| Phonecard |
1,552 |
0.3% |
| Privacy |
2,672 |
0.6% |
| Provisioning |
11,663 |
2.4% |
| Other* |
13,290 |
2.8% |
| Total landline issues |
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| *Other includes Contracts, Directories, Disability Services and Land Access |
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| Mobile |
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| Billing and Payments |
45,495 |
9.5% |
| Complaint Handling |
25,675 |
5.3% |
| Contracts |
27,827 |
5.8% |
| Credit Management |
17,842 |
3.7% |
| Customer Service |
35,202 |
7.3% |
| Disability |
40 |
0% |
| Faults |
20,029 |
4.2% |
| Transfer |
2,859 |
0.5% |
| Other* |
3,320 |
0.7% |
| Total mobile issues: |
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| *Other includes Directories, Land Access, Privacy & Provisioning |
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| MPSI scheme |
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Mobile Premium Services |
28,809 |
6% |
| Total MPSI scheme issues |
28,809 |
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| Total issue count |
481,418 |
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