Complaints – Staff Treatment and Ethics
This metric measures how happy customers and staff are with the ethics of ISPs and how happy employees, including temporary employees and contractors, are with the ISP. Happy staff and suppliers makes for better service for consumers.
Complaints – Vulnerable People – Reasonable Adjustments Not Honoured
This metric measures a provider’s customers with disabilities whose reasonable adjustment requests were not met. It excludes customers disconnected due to debt or credit requests. This metric does not include compensation.
Complaints – Vulnerable People Left Disconnected For More Than 24 Hours
This metric measures complaints from vulnerable people left without service for 24 hours. The totals are included in technical support metrics. Vulnerability is self-defined and includes socio-economic disadvantage. It excludes customers who are in debt.
Complaints – Billing Disputes
This metric measures complaints regardless of whether the ISP responded to a customer. The metric is recorded irrespective of whether the complaint was mutually resolved, or whether it was responded to on the NoFibre Platform.
Complaints – Technical Support and Supply Interruption
This metric measures complaints about ISP technical support and service outages. Complaints are recorded from the NoFibre Platform regardless of response or resolution. It covers outages over 24 hours and vulnerable users, but excludes billing issues.
Ignored Customer Complaints Within 30 Calendar Days
The Ignored Customer Complaints Within 30 Days metric captures when the ISP fails to provide more than a basic acknowledgment via the NoFibre Platform within 30 calendar days, regardless of whether any subsequent response was issued later on.
Complaints About Customer Service
The Complaints About Customer Service metric measures complaints made by Customers through the NoFibre Platform – regardless of whether the ISP responded and regardless of whether the complaint was mutually resolved or not.
Overall Unresolved Complaints within 30 Calendar Days
This metric displays all complaints across all NoFibre ranking categories for complaints not resolved to the ISP Customer’s satisfaction within 30 calendar days.