ADR Annual Report 2018-19

ALTERNATIVE DISPUTE RESOLUTION
Annual Report – Year 2 – 1 June 2018 – 31 May 2019

The report below represents those disputes that have come to STAR to be dealt with under the ADR process.

From June to December 2018, in addition to ADR, STAR conciliated other disputes between our members and their customers as well as handling many enquiries from the ticket-buying public. From 1 January 2019, all the above were dealt with under the heading of ADR.

The report below is provided in line with the requirements and guidelines for reporting provided by the Chartered Trading Standards Institute.

NUMBER OF DISPUTES RECEIVED
Number received Domestic Cross-border
a) Total 383 380 3
b) Types of Dispute
Advertising 16 16 0
Booking and Processing Fees 7 7 0
Call Charges 4 4 0
Cancellation 16 16 0
Customer Care 22 22 0
Customer Error 42 3 1
Delivery Issues 34 34 0
Double Booking 2 2 0
Event Issue 29 29 0
Exchange & Refund 69 69 0
General Inquiry 52 52 0
Gift Card 5 4 1
Lost Tickets 1 1 0
Membership 3 3 0
Other 19 19 0
Pricing 2 2 0
Reselling 15 14 1
Restricted view 23 23 0
Seating (location, unhappy with reseats or split seats) 3 3 0
Scams 2 2 0
Ticket Error (not reserved, wrong tickets or other) 5 5 0
Seating 25 25 0
Ticket Error 8 8 0
Tickets Selling Out 4 4 0
Website error 14 14 0
c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY
No such problems have been identified through ADR and therefore no recommendations.
e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED
Reason for Refusal Number % of Total
A – Not yet raised with trader 28 14%
B – Frivolous, vexatious or malicious 13 7%
STAR – E – Event delivery (beyond STAR scope) 10 5%
STAR – G – Non-STAR member (beyond the scope of STAR) 25 13%
Non ADR (such as no purchase of tickets) 124 62%
Total 200 100%
Disputes Discontinued by Complainant Number
Complaint taken elsewhere 1
Withdrawn by customer 7
Withdrawn by default (no response from complainant) 45
Total 53
TOTAL COMPLAINTS REFUSED OR DISCONTINUED 253
f) DISPUTES DISCONTINUED FOR OPERATIONAL REASONS Number discontinued % of total initiated
Impair STAR operation 0 0%
Conflict of Interest 0 0%
g) AVERAGE TIME TAKEN TO RESOLVE DISPUTES Average time taken* (days)
*Some disputes reached resolution prior to complete complaints file. In these cases, the opening date of the dispute has been used as the start date. 29
h) RATE OF COMPLIANCE 100%
i) RESOLUTIONS Number
Resolved in STAR Member’s Favour 80
Resolved in Customer’s Favour 17
Resolved Through Mutual Agreement  33
Total 130