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| News | Complaint Statistics | Quarterly Complaint Statistics | September 2009 |
Issue Summary by Complaint Type for All Members
(1 July 2009 to 30 September 2009) |
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Number |
Percentage |
| Internet |
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| Billing and Payments |
8,496 |
24.21% |
| Complaint Handling |
5,153 |
14.68% |
| Contracts |
4,545 |
12.95% |
| Credit Management |
2,743 |
7.82% |
| Customer Service |
7,288 |
20.77% |
| Faults |
5,323 |
15.17% |
| Provisioning |
923 |
2.63% |
| Other* |
620 |
1.77% |
| 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 |
11,852 |
27.13% |
| Transfer |
1,349 |
3.09% |
| Complaint Handling |
7,242 |
16.58% |
| Credit Management |
3,931 |
9% |
| Customer Service |
8,687 |
19.89% |
| Faults |
3,537 |
8.10% |
| Payphones |
6 |
0.01% |
| Phonecard |
282 |
0.65% |
| Privacy |
822 |
1.88% |
| Provisioning |
2,001 |
4.58% |
| Other* |
3,970 |
9.09% |
| 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 |
14,553 |
25.28% |
| Complaint Handling |
8,277 |
14.38% |
| Contracts |
9,019 |
15.67% |
| Credit Management |
6,181 |
10.74% |
| Customer Service |
11,982 |
20.81% |
| Disability |
2 |
0% |
| Faults |
5,891 |
10.23% |
| Transfer |
640 |
1.11% |
| Other* |
1,022 |
1.78% |
| Total mobile issues: |
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| *Other includes Directories, Land Access, Privacy & Provisioning |
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| MPS |
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| Billing and Payments |
1,982 |
49.65% |
| Complaint Handling |
1,010 |
25.3% |
| Contracts |
276 |
6.91% |
| Credit Management |
124 |
3.11% |
| Customer Service |
591 |
14.80% |
| Privacy |
9 |
0.23% |
| Other |
0 |
0% |
| Total MPSI scheme issues |
3,992 |
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| Total issue count |
140,329 |
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