Ms Jacqui McCrum:

We examine complaints based on contractual evidence. Each complaint is examined individually so just because one has been examined does not mean a precedent applies across all of them. Each complaint must stand on its own. We examine whether there was contractual evidence the customer knew what he or she was stepping into and that it was an optional product. We adjudicate our findings based on this. In many cases through our investigations we found contractual evidence to show the provider and customer engaged at the very outset and that the customer knew what he or she was getting into, which is why they are not upheld.