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Wednesday, September 26, 2012

Ofcom publishes its latest telecoms complaint data

UK telecoms regulator Ofcom has published a new quarterly report that shows the most complained-about telephone and pay TV suppliers. This sixth report covers the period from April until June 2012.

Complaints about mobile phone services are now being classified as ‘pay monthly’ and ‘pay as you go’ (pre-pay) customers. Ofcom says around 95% of mobile complaints come from users with ‘pay monthly’ contracts, with the number of ‘pay as you go’ complaints currently too low to be statistically valid. No network is generating more than 30 pre-pay complaints per month at the moment.

Three UK generated the highest proportion of ‘pay monthly’ complaints - 0.19 per 1,000 customers - while O2 was the least complained about provider with 0.05 complaints per 1,000 customers. Both were in similar positions for last quarter’s report. Based on the previous process of combined figures, Ofcom received the most complaints about Three UK (0.15 complaints per 1,000 customers) and the least about O2 (0.02 complaints per 1,000 customers).

Complaints about fixed-line telephone providers were down from the previous quarter. Ofcom received the most complaints about TalkTalk - 0.53 complaints per 1,000 customers - although this was the lowest proportion of complaints about the company since Ofcom started publishing complaint data.

Fixed broadband complaints were also down quarter-on-quarter, with TalkTalk still generating the highest proportion of complaints.

Ofcom’s data doesn’t include complaints that have been made directly to network operators or arbitration services. Around 300 consumer complaints are received by Ofcom every day.

Ofcom mobile telecoms complaints April to June 2012


Author: The Fonecast
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