Complaint issues and keywords
Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
This information can also be viewed in a keyword wheel graphic representation.
Establishing a service
|
Category |
Issue keyword |
|
Making a contract |
Product unsuitable |
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Inadequate documentation |
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Inadequate credit assessment |
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Inadequate explanation of product |
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Refused a service |
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Cooling off |
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Unable to contract |
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Misleading conduct |
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Unconscionable conduct |
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In contract |
Variation by provider |
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Request to change account holder |
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Not liable for contract |
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Unfair contract terms |
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Equipment finance agreement |
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Mishandled or inaccurate information - not personal |
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Failure to cancel |
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Connection |
Delay |
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Number problem |
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Changing provider |
|
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Unauthorised transfer |
Service delivery
|
Category |
Issue keyword |
|
No service |
No service |
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Disconnection in error |
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Network outage |
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Poor service quality |
Intermittent/drop outs |
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Poor mobile coverage |
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Noise/interference |
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Slow data speed |
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Restricted service |
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Equipment |
Unsuitable |
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Fault |
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Special and account services |
Priority assistance |
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Disability equipment |
|
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Enhanced/add-on feature |
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Directory listing – business |
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Can't access account or data - technical |
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Loyalty programs |
Payment for a service
|
Category |
Issue keyword |
|
Charges and fees |
Bill unclear/not received |
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Excess data |
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Excess call/sms/mms |
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Roaming |
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3rd party |
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Fee for a bill |
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Connection/reconnection |
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Late payment/dishonour |
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Termination |
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Service and equipment |
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Technician |
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Payments |
Direct debit |
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Missing payment |
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Unsuitable payment options |
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Payment extension |
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Debt management |
Financial hardship/repayment arrangement |
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Barring/suspension/disconnection |
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Credit default report |
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Sold debt |
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Debtor harassment |
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Statute barred debt/bankrupt |
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Not liable for debt |
Customer service
|
Category |
Issue keyword |
|
Personal information |
Object to collection |
|
Unauthorised disclosure |
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Information inaccurate |
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Access denied |
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Silent number/directory listing |
|
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Compensation sought |
Business loss |
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Customer Service Guarantee |
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Other financial loss |
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Non-financial loss - privacy |
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Non-financial loss – not privacy |
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Provider response |
Uncontactable |
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Refusal to deal with representative |
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Missed appointment |
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No or delayed action |
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Resolution agreed but not met |
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Rudeness |
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Unwelcome/life threatening communications |
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Inadequate fault testing |
Property
|
Category |
Issue keyword |
|
Infrastructure |
Hazardous, non-compliant or temporary infrastructure |
|
Location of equipment |
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Damage |
By consumer |
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By provider |
|
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By 3rd party |
Schedule 3
|
Category |
Keyword |
|
Land access notice |
No notice of activity |
|
Premature objection |
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Refusal to refer objection to the TIO |
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Defective notice |
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Carrier objection referral |