ALTERNATIVE DISPUTE RESOLUTION
Annual Report - Year 7
1 June 2023 - 31 May 2024
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 | 1,453 | 1,428 | 25 |
| b) Types of Dispute | |||
| Advertising | 93 | 92 | 1 |
| Booking and Processing Fees | 89 | 89 | 0 |
| Call Chargess | 1 | 1 | 0 |
| Cancellation | 61 | 60 | 1 |
| Customer Care | 132 | 130 | 2 |
| Customer Error | 55 | 53 | 2 |
| Delivery Issues | 69 | 67 | 2 |
| Double Booking | 6 | 6 | 0 |
| Event Issue | 124 | 122 | 2 |
| Exchange | 9 | 9 | 0 |
| Gift Card | 56 | 55 | 1 |
| Non-Ticketing Issue | 2 | 2 | 0 |
| Other | 24 | 24 | 0 |
| Paperless Ticketing | 1 | 1 | 0 |
| Premium Pricing | 6 | 6 | 0 |
| Pricing | 27 | 27 | 0 |
| Refund and Exchange Policy | 324 | 314 | 10 |
| Reselling | 82 | 81 | 1 |
| Restricted View | 119 | 117 | 2 |
| Seating | 93 | 93 | 0 |
| Ticket Error | 23 | 23 | 0 |
| Tickets Selling Out Quickly | 6 | 6 | 0 |
| Website Error | 51 | 50 | 1 |
| The above figures include the following relating directly to the COVID-19 pandemic | 7 | 7 | 0 |
| c) & d) SYSTEMIC OR SIGNIFICANT PROBLEMS OCCURRING FREQUENTLY |
|
We have seen an increase in disputes relating to restricted views at events, where a customer doesn’t consider that information was given in advance or wasn’t described properly. For example, where a view is described as being ‘side’ but in addition to being that it also has some permanent obstructions limiting the view of the performers. Restricted views are not straightforward as a number of variables are involved, including the staging of the event which may include unforeseen adaptations, the number of people attending, heights of audience members. In addition, ticket sellers are reliant on event organisers knowing of any such restrictions in advance and passing that information on so that it can be communicated to customers. As these matters are subjective, it is not always possible for STAR to adjudicate on whether something was or wasn’t a restricted view. |
| e) DISPUTES THAT HAVE BEEN REFUSED OR DISCONTINUED | |||
| Reason for Refusal | Number | % of Total | |
| A – Not yet raised with trader | 187 | 29% | |
| B – Frivolous, vexatious or malicious | 30 | 5% | |
| C – Previously considered by this or another ADR | 0 | 0% | |
| STAR - E - Event delivery (beyond STAR scope) | 63 | 10% | |
| STAR - G – Non-STAR member (beyond the scope of STAR) | 54 | 8% | |
| Non ADR (such as no purchase of tickets) |
310 |
48% |
|
| Total | 644 | 100% | |
| 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 | ||
|
Average time taken to resolve disputes (from receipt of complaint) |
66 | 55 | |
|
Average time taken to resolve disputes (from ‘complete complaint file’) |
8 | 13 | |
|
Total average time taken to resolve disputes 65 days |
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| h) RATE OF COMPLIANCE | 100% | ||
