| Issue summary by complaint type for all members |
| 1 July 2008 - 30 September 2008 |
| |
Landline service complaints |
Number |
Percentage |
| Billing and Payments |
6 999 |
21.72% |
| Complaint Handling |
3 957 |
12.28% |
| Contracts |
2 369 |
7.35% |
| Credit Management |
2 475 |
7.68% |
| Customer Service |
6 424 |
19.93% |
| Directories |
386 |
1.20% |
| Faults |
4 204 |
13.05% |
| Land access |
281 |
0.87% |
| Phonecard |
281 |
0.87% |
| Privacy |
592 |
1.84% |
| Provisioning |
2 653 |
8.23% |
| Customer Transfer |
1 549 |
4.81% |
| Other* |
56 |
0.17% |
| Total |
32 226 |
|
| *Other includes Payphones and Disability |
| Mobile service complaints |
|
|
| Billing and Payments |
8 325 |
23.97% |
| Contracts |
5 906 |
17.00% |
| Complaint Handling |
4 340 |
12.49% |
| Credit Management |
3 645 |
10.49% |
| Customer Service |
7 150 |
20.59% |
| Faults |
4 274 |
12.30% |
| Privacy |
333 |
0.96% |
| Provisioning |
297 |
0.86% |
| Customer Transfer |
412 |
1.19% |
| Other* |
52 |
0.15% |
| Total |
34 734 |
|
| *Other includes Directories, Disability and Land Access |
| Internet service complaints |
|
|
| Billing and Payments |
4 939 |
22.02% |
| Customer Service |
4 692 |
20.92% |
| Faults |
4 053 |
18.07% |
| Contracts |
3 318 |
14.79% |
| Complaint Handling |
2 782 |
12.40% |
| Credit Management |
1 177 |
5.25% |
| Provisioning |
1 007 |
4.49% |
| Customer Transfer |
357 |
1.59% |
| Other * |
106 |
0.47% |
| Total |
22 431 |
|
| *Other includes Land access and Privacy |
|
|
| Mobile premium service complaints |
|
|
| |
9 850 |
100% |
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| News | Complaint Statistics | Quarterly Complaint Statistics | September 2008