ALTERNATIVE DISPUTE RESOLUTION
Annual Report - Year 5
1 June 2021 - 31 May 2022
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|
|b) Types of Dispute|
|Booking and Processing Fees||78||78||0|
|Not Received Refund||474||468||6|
|Refund and Exchange Policy||497||490||7|
|Tickets Selling Out Quickly||1||1||0|
|Tickets Selling out||0||0||0|
|The above figures include the following relating directly to the COVID-19 pandemic||625||620||5|
|c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY|
Refunding of ticket cost to an account or card that has been closed or cancelled.
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 for a second year 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.
Cancelled or rescheduled events and refunds
|e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED|
|Reason for Refusal||Number||% of Total|
|A – Not yet raised with trader||607||34%|
|B – Frivolous, vexatious or malicious||70||4%|
|C – Previously considered by this or another ADR||1||0%|
|STAR - E - Event delivery (beyond STAR scope)||42||2%|
|STAR - G – Non-STAR member (beyond the scope of STAR)||82||5%|
|Non ADR (such as no purchase of tickets)||972||55%|
|Disputes Discontinued by Complainant||Number|
|Complaint taken elsewhere||9|
|Withdrawn by customer||83|
|Withdrawn by default (no response from complainant)||359|
|TOTAL COMPLAINTS REFUSED OR DISCONTINUED||451|
|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.||47||69|
|h) RATE OF COMPLIANCE||100%|
|Resolved in STAR Member's Favour||56|
|Resolved in Customer's Favour||43|
|Resolved Through Mutual Agreement||278|
* The Covid-19 pandemic affected live events from 16 March 2020, including through the period of the report above.