ADR Annual Report

ALTERNATIVE DISPUTE RESOLUTION
Annual Report – Year 1 – 1 June 2017 – 31 May 2018

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

In addition to ADR, STAR conciliates many other disputes between our members and their customers as well as handling many enquiries from the ticket-buying public.

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 57 57 0
b) Types of Dispute
Advertising (misleading or inaccurate) 2 2 0
Booking Fees (no refund) 7 7 0
Cancellation (rearranged, external costs and ‘other’) 8 8 0
Customer care (dissatisfied) 2 2 0
Delivery issues (not received tickets) 7 7 0
Event issue (dissatisfied w/ quality/value) 7 7 0
Other/Unknown (no further info from customer) 1 1 0
Refund and Exchange policy (not received, mitigating, show alteration, misinformed) 9 9 0
Restricted view (unexpected) 3 3 0
Seating (location, unhappy with reseats or split seats) 3 3 0
Ticket Error (not reserved, wrong tickets or other) 5 5 0
Premium Price Tickets (face value/unhappy with price) 1 1 0
Website error (crash mid-transaction, payment error or other) 2 2 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 5 18.50%
B – Frivolous, vexatious or malicious 10 37.10%
STAR – E – Event delivery (beyond STAR scope) 6 22.20%
STAR – G – Non-STAR member (beyond the scope of STAR) 4 14.80%
Non ADR (such as no purchase of tickets) 2 7.40%
Total 27 100%
Disputes Discontinued by Complainant Number
Complaint taken elsewhere 1
Withdrawn by customer 1
Withdrawn by default (no response from complainant) 8
Total 10
TOTAL COMPLAINTS REFUSED OR DISCONTINUED 37
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. 30
h) RATE OF COMPLIANCE 100%
i) RESOLUTIONS Number
Resolved in STAR Member’s Favour 10
Resolved in Customer’s Favour 3
Resolved Through Mutual Agreement  7
Total 20