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Company Complaint Stats

Consumer >
Complaint Types

Complaint Types

UTC Staff assign each complaint recorded into the Complaint Database a Complaint Type. This type captures, in a broad way, the nature of the complaint. Complaint types include categories such as Disputed Bill, Deposit, Disconnect, and Delayed Service.

Complaint Groups and Keywords are defined below.

BILLING ISSUES

Construction - This Complaint Group is used when the customer is questioning charges related to construction of facilities.

Disputed Bill - This Complaint Group is used when the complainant is disputing the amount of the bill.
DEPOSIT ISSUES

Deposit - This Complaint Group is used in situations where the customer alleges he/she has been asked for a deposit but should not be required to pay a deposit, or when the customer is disputing the amount of deposit, or the deposit has not been refunded.


DISCONNECTION ISSUES

Disconnect - This Complaint Group is used when the customer’s service has been disconnected, or is in threat of disconnect.

MISCELLANEOUS ISSUES

Master Complaint - Used as placeholder for multiple complaints regarding identical issues.

Miscellaneous - This Complaint Group is used when the complaint does not fit into other grouping categories.

VOIP Voice over Internet Protocol

    SERVICE ISSUES
      Customer Service - This Complaint Group is used when a customer is primarily complaining about company service and the complaint is unrelated to another complaint group.

      Delayed Service - This Complaint Group is typically used in telephone complaints in a situation where the customer has requested service and the telephone company has delayed installation. This could also be used in gas, electric, and water company complaints for customers and second line for business customers.

      Quality of Service - This Complaint Group is used when a customer is complaining of the quality of service and it is related to company’s physical plant, facilities, or product. (Examples: Telephone - static related to cable facilities or central office equipment; Electric - voltage fluctuations related to transformers; Water - poor water quality and/or water pressure issues.)

      Network Congestion - Used when the complainant connot complete outgoing calls (may receive fast busy tone).

      Payphone - Used when the customer complains about payphone service (either the payphone itself or the service received at the phone).

      Prepaid - Used when a prepaid calling card did not work properly, or as advertised.

      Refusal of Service - This Complaint Group is used when a company has refused to provide service (i.e., dial tone, DSL, auxiliary services or features, electric or gas, water).

      Slamming - This Complaint Group is used when a customer alleges his/her preferred carrier was changed without authorization.

      Staff contact: Roger Kouchi
      Posted/updated: 01/13/2006

       

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