Accounts - Billing Issues
The following are sub-categories of this category
Apparatus/systems
Bill not arrived/no access to web bill
Charge relates to old billing period
Deposit (size of)
Options/Packages/Discounts
Format of bill - including VAT
Inertia selling
Legal renter issues
Credit limits
Reminder process
Slamming
Mobile Vouchers not working
Put on wrong package or tariff
Wrong name/phone no. on bill

Accounts - Contended
The following are sub-categories of this category
Charged for cancelled service
Charged for service not requested
Charged for service not outstanding
Amount of discount applied
Free calls entitlement
International calls
International adult services calls
General itemised calls
Leakage
Length of calls
Charges incurred as misinformed by telco
Calls to mobile numbers
Non-itemised part of bill
Overcharges/duplicate charges
PRS numbers on bill
Reverse charge calls on bill
Short duration or "engaged" calls
Charged for SMS
Unauthorised Usage

Accounts - Payment
The following are sub-categories of this category
Telco taking money from bank account
Credit agencies/blacklisting
Cross pressure
Direct debit
Disconnection for non-payment
Failure to return deposit
Payment lost
Method and frequency
Unable to pay bill
Restricted service
Payment plans
Refunds

Broadband
The following are sub-categories of this category
Charges for Broadband service
Broadband service - quality (other)
Broadband service - too slow
Broadband service - email not working
Broadband service - no connection/eratic Compensation
Contract or AUP
Difficulty contacting customer services
Cost of calling technical helpdesk
Incorrect information supplied
Not kept informed Complaint ignored
Other customer services issues
Discriminatory behaviour
Switching Broadband ISPs
Misleading information
Any other Broadband / ADSL issue
Provision - delay
Provision - ADSL not available
Provision - equipment does not work
Provision - other
Registration Scheme
Repair - other
Repair - time taken
Refusal to provide ADSL
Roll out of ADSL

Charges
The following are sub-categories of this category
Freephone
Call connection charge
Cost of copy bill
Cost of DQ Service
Charges relating to Internet
Cost of International calls
ISDN charges
Cost of local calls
SIM locking
Minimum call charge
Cost of mobile calls
Cost of national calls
NonGeographic numbers
Number portabiliy/mobility
Other charging issues
Cost o PRS call
Charged when calling customer services
Mobile recorded announcements (RANNS)
Reconnection charge
replacing stolen etc equipment
Roaming charge
Cost of SMS

Compensation
The following are sub-categories of this category
Compensation

General Information Request
The following are sub-categories of this category
Wants to speak to someone in oftel
Callers from abroad
What competition is in my area
R&I Unit
Licensing
Thinks we're another organisation
Wants OFTEL address
number/address of other organisation
Press Office
Pricing information request
Survey
Thinks we are telco

Numbering
The following are sub-categories of this category
Code changes
New DQ codes
Free phone
General information
Mobility (with existing operator)
Personal numbers
Portability (to new operator)
Reallocation of customer's number

Other Issues
The following are sub-categories of this category
999 Failures
Misleading adverts/discounts
Anti-competitive/monopoly/no competition
Contract terms
CSGS
Stolen/broken mobile or insurance issue
Fraud
Content and advertising of PRS calls
Interconnection
Other issues
Telco literature
Call queuing
Receivership
Telecoms Code

Payphones
The following are sub-categories of this category
Payphone issues

Phonebooks
The following are sub-categories of this category
Any Phonebook issues

Privacy
The following are sub-categories of this category
Calling Line Identification
Data Protection issues
Unsolicited e-mails
Ex-directory
Unsolicited fax messages
line Security
Nuisance/malicious calls
Marketing
Obtaining details of numbers
Telesales
unsolicited SMS
Taping of calls

Provision of Service
The following are sub-categories of this category
Cost of connection charge
Credit vetting
Customer Service Guarantee
Damage to property
Incorrect installation
Late provision
Appointment missed
Non-standard charge
Poor standard of installation
Private Circuits
Refusal to provide
Refusal to provide ISDN
Wiring

Quality Customer Service
The following are sub-categories of this category
Difficulty in contacting
Letters not answered
Directory Enquiry Service
Escalation process
Failure to meet customer request
Complaint ignored/no action taken
Incorrect information supplied
Failure to supply equipment
Not informed about relevant information
not kept informed of progress
OFTEL blamed
Company failed to address all issues
Passed around organisation
Rudeness of staff
Misinformed by sales rep

Quality of Telecoms Service
The following are sub-categories of this category
Apparatus/systems
Coverage problems
DACS
Intermittent fault
ISDN (quality of service)
LLU (quality of service)
Partial loss of service
Rural areas
SIM locking
Total loss of service
Poor reception on TV (cable)

Rental
The following are sub-categories of this category
Rental charges in advance
Cost of renting apparatus/systems
Cost of line rental
Light User Scheme
Minimum rental period

Repair Service
The following are sub-categories of this category
Cost of repair
Customer Service Guarantee
Damage to property
Difficulty in reporting
Failure to keep appointment
Failure or time taken to repair

Services
The following are sub-categories of this category
Anonymous caller reject
Call Barring
Call Display
Call Diversion
Friends & Family
Other services
Surftime
BT Together
Voicemail/1571/call minder

Services for disabled and older people
The following are sub-categories of this category
Alternative format for bills / literature
Customer Services
Equipment
Free directory enquiries
Operator assisted calls
Other
Payment and tariff schemes
Priority fault repair
Text and textphones
Third party account handling
Web sites

Telecoms Additional Services
The following are sub-categories of this category
Indirect Access
Carrier Pre-Selection
Internet
ISDN (the service)
International Simple Voice Resale
LLU (the service)



Information on changes to categories