Ofcom has published its eighth quarterly report that show the level of complaints for telephone, broadband and pay TV services, covering the three months until the end of 2012. The proportion of complaints about fixed-line phone, broadband, ‘pay as you go’ mobile phone and pay TV services decreased, although there was a slight increase in the proportion of ‘pay monthly’ mobile phone complaints.
The most ‘pay monthly’ mobile complaints to Ofcom came from Orange customers - 0.21 per 1,000 customers - driven by the company’s decision to withdraw a free fixed-line broadband offer for mobile phone customers. Next came T-Mobile, with most of its complaints covering billing and complaint handling.
O2, Virgin Mobile and Vodafone all had fewer complaints than the industry average, with O2 at the bottom of the list: 0.06 complaints per 1,000 customers.
‘Pay as you go’ complaint figures haven’t been reported, as the low number of complaints meant the results wouldn’t be statistically valid.
TalkTalk generated the most fixed-line phone complaints during the quarter, although the figure had fallen from the previous quarter, and Orange generated the most broadband complaints. BT Vision topped the Pay TV complaint list.
Claudio Pollack, Director of Ofcom’s Consumer Group, said “It’s encouraging to see a continuing decline in the total volume of complaints, and we hope these figures will incentivise providers to further improve their performance. We’re committed to providing consumers with valuable information to help them choose a provider that best suits their needs.”