ALTERNATIVE DISPUTE RESOLUTION
Annual Report - Year 6
1 June 2022 - 31 May 2023
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||89||88||0|
|Refund and Exchange Policy||653||645||8|
|Tickets Selling Out Quickly||14||14||0|
|The above figures include the following relating directly to the COVID-19 pandemic||87||86||1|
|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 third year as a significant issue which was principally an effect of the pandemic. It has been something that we have been unable to help with in an efficient way, partly because of the number of variables and parties involved, but it is also an issue we expect to see reduce in 2023-2024.
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||336||30.3%|
|B – Frivolous, vexatious or malicious||68||6.1%|
|C – Previously considered by this or another ADR||1||0.1%|
|STAR - E - Event delivery (beyond STAR scope)||70||6.3%|
|STAR - G – Non-STAR member (beyond the scope of STAR)||59||5.5%|
|Non ADR (such as no purchase of tickets)||576||51.9%|
|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)|
Average time taken to resolve disputes (from receipt of complaint)
Average time taken to resolve disputes (from ‘complete complaint file’)
Total average time taken to resolve disputes 28 days
|h) RATE OF COMPLIANCE||100%|