Ofcom publishes latest telecoms complaints data

Ofcom today published its latest complaints data revealing the most complained about major telecoms providers between July and September 2011.

The quarterly report aims to provide useful information for consumers, and also to incentivise telecoms providers to improve their performance.

Complaints about telecoms providers

Ofcom publishes complaints data for telecoms providers with a market share of over 4 per cent.  The number of complaints is published as a proportion of each provider’s customer base. This enables consumers to compare providers on a level playing field.

Ofcom has now published data covering a full year, enabling consumers to check providers’ performance over a longer period of time

Landline services

Ofcom’s data shows that from July to September 2011 it received the most complaints about TalkTalk Group with 0.77 complaints per 1000 customers. These have largely been driven by issues relating to billing and customer service issues.

The least complained about provider over the same period for the fourth quarter in a row was Virgin Media with 0.19 complaints per 1000 customers.

Fixed broadband services

Ofcom’s data shows that from July to September 2011 TalkTalk Group generated the most complaints as a proportion of its customer base, with 0.55 complaints per 1000 customers. These were largely driven by line faults and other service issues.

The least complained about providers over the same period were Sky and Virgin Media, with 0.19 complaints per 1000 customers.

Mobile services

Overall mobile complaint levels are much lower than for landline and fixed broadband services.

Ofcom’s data shows that from July to September 2011 it received the most complaints about 3UK, with 0.15 complaints per 1000 customers.  The complaints against 3UK have been largely driven by complaints relating to disputed charges and customer service issues.  There has also been an increase in complaints against Virgin Mobile over the last quarter. This rise also appears to be driven largely by billing and customer service issues.

The least complained about provider over the same period was O2 with 0.02 complaints per 1000 customers.

* Note difference in scale to landline and broadband services. Mobile services include pre and post pay services.

ENDS

NOTES FOR EDITORS

1. Advice for consumers on how to complain about a communications provider can be found on Ofcom’s website.

2. The limitations of Ofcom’s complaints data are set out in the report.