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| News | Complaint Statistics | Quarterly Complaint Statistics | March 2008 |
Issue Summary by Complaint Type for All Members
(1 January 2008 to 31 March 2008) |
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Number |
Percentage |
| Internet |
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| Billing and Payments |
3,246 |
20.66% |
| Complaint Handling |
1,489 |
9.48% |
| Contracts |
2,000 |
12.73% |
| Credit Management |
544 |
3.46% |
| Customer Service |
4,149 |
26.40% |
| Faults |
2,774 |
17.65% |
| Provisioning |
1,177 |
7.49% |
| Other* |
334 |
2.13% |
| 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 |
5,620 |
20.54% |
| Transfer |
1,329 |
4.86% |
| Complaint Handling |
2,458 |
8.99% |
| Credit Management |
1,836 |
6.71% |
| Customer Service |
7,258 |
26.53% |
| Faults |
4,428 |
16.19% |
| Payphones |
6 |
0.02% |
| Phonecard |
228 |
0.83% |
| Privacy |
336 |
1.23% |
| Provisioning |
1,867 |
6.82% |
| Other* |
1,990 |
7.27% |
| Total landline issues |
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| *Other includes Contracts, Directories, Disability Services, Land Access and Payphones |
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| Mobile |
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| Billing and Payments |
4,439 |
20.14% |
| Complaint Handling |
2,239 |
10.16% |
| Contracts |
3,863 |
17.52% |
| Credit Management |
1,986 |
9.01% |
| Customer Service |
5,265 |
23.88% |
| Disability |
9 |
0.04% |
| Faults |
3,452 |
15.66% |
| Transfer |
312 |
1.42% |
| Other* |
480 |
2.18% |
| Total mobile issues: |
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| *Other includes Directories, Land Access, Privacy & Provision |
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| MPSI scheme |
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Mobile Premium Services |
5,987 |
100.00% |
| Total MPSI scheme issues |
5,987 |
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| Total issue count |
71,101 |
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