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Phonecards

All phonecard complaints are handled under the landline service category. The number of phonecard complaint issues increased by 71.3% in 2008/09 compared to 2007/08. Overall, phonecard complaint issues represented 0.3% of total complaint issues.

Phonecard issues by category

	2006/07		2007/08		2008/09
Billing disputes	259	46.2%	377	41.6%	624	40.2%
Complaint handling	65	11.6%	119	13.1%	292	18.8%
Customer service	98	17.5%	131	14.5%	196	12.6%
Faulty phonecards	78	13.9%	159	17.5%	189	12.2%
Point of sale includes complaints about pricing or other advertised terms being inaccurate, incomplete or out of date.	61	10.9%	120	13.2%	251	16.2%
Total	561		906		1 552

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