ADR Annual Report 2020-21

ALTERNATIVE DISPUTE RESOLUTION Annual Report - Year 4
1 June 2020 - 31 May 2021

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

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 1,310 1,269 41
b) Types of Dispute
Advertising 9 9 0
Booking and Processing Fees 169 167 2
Call Charges 0 0 0
Cancellation 7 7 0
Customer Error 10 10 0
Customer Care 253 245 8
Delivery Issues 19 17 2
Double Booking 2 2 0
Event Issue 11 11 0
Exchange 1 1 0
General Inquiry 98 97 1
Gift Card 37 37 0
Lost Tickets 0 0 0
Mailling List 0 0 0
Membership 6 6 0
Non-Ticketing Issue 1 1 0
Not Recieved Refund 189 186 3
Other 10 10 0
Paperless Ticketing 0 0 0
Pricing 1 1 0
Refund and Exchange Policy 378 355 23
Reselling 84 83 1
Restricted View 3 2 1
Scams 1 1 0
Seating 5 5 0
Ticket Error 2 2 0
Ticket Insurance 2 2 0
Tickets Selling Out Quickly 1 1 0
Pricing 0 0 0
Tickets Selling out 0 0 0
Website Error 11 11 0
The above figures include the following relating directly to the COVID-19 pandemic 1,038 1,002 36
c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY
Refunding of ticket cost to an account or card that has been closed or cancelled.
The gap between the original purchase and an event date that may have been rescheduled because of the pandemic, sometimes several times, can mean that refunds may be issued to a card or account that has since been changed or closed. This can result in the refund being received by the bank but not provided to the customer. The ticket seller no longer has the funds and cannot reverse the refund or make a new refund to a different account. The customer must contact the bank or card provider for the funds to be located and returned to them. This is frustrating for everyone. For the ticket seller as the customer holds them responsible for something they are unable to change. For the customer who considers the ticket seller to be responsible. For STAR as we are unable to help either side in resolving this issue. We have found that different merchant agreements seem to require ticket sellers to process things in different ways. Some are able to refund to new account details if they are provided in advance by the customer. Others are required to only refund the original payment source. We are including this as a significant issue which has been exacerbated by the current difficulties because it is something that we are unable to help with in an efficient way, partly because of the number of variables and parties involved.
e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED
Reason for Refusal Number % of Total
A – Not yet raised with trader 32 4%
B – Frivolous, vexatious or malicious 6 1%
C – Previously considered by this or another ADR 0 0%
STAR - E - Event delivery (beyond STAR scope) 5 1%
STAR - G – Non-STAR member (beyond the scope of STAR) 38 5%
Non ADR (such as no purchase of tickets) 682 89%
Total 763 100%
Disputes Discontinued by Complainant Number
Complaint taken elsewhere 181
Withdrawn by customer 39
Withdrawn by default (no response from complainant) 86
Total 306
TOTAL COMPLAINTS REFUSED OR DISCONTINUED 1,069
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)
Domestic Cross Border
*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. 53 59
h) RATE OF COMPLIANCE 100%
i) RESOLUTIONS Number
Resolved in STAR Member's Favour 41
Resolved in Customer's Favour 76
Resolved Through Mutual Agreement 124
Total 241

* It should be noted that the Covid-19 pandemic affected all live events from 16 March 2020 and throughout the period of the report above.