23rd Sep 11
TalkTalk on top of Ofcom complaint table
by Harry Oldfield
Mobile service complaints under review
Mobile service complaints under review
TalkTalk has the unwanted position of being top of media regulator Ofcom’s complaint table for both fixed broadband and landline telephone services.
The regulator’s latest data, which is from April to June, reveals that 3UK is top of the complaints table for mobile services. The latest report looked at every consumer telecoms complaint it received during this period and ranked companies by the amount of complaints in proportion to their customer base.
TalkTalk was top of the pile for landline phone services, receiving 0.8 complaints per every 1,000 customers. However, the regulator also noted that the firm’s quarter-on-quarter performance has improved. Virgin Media gained the recognition for being the provider with the least complaints, receiving just 0.15 complaints for every 1,000 customers.
In fixed broadband services, TalkTalk Group again topped the table with 0.58 complaints per every 1,000 customers although, once more, the quarter-on-quarter performance improved. Virgin Media again was the least complained about provider, with 0.15 complaints per every 1,000 customers.
In the mobile services category, 3UK received the highest proportion of complaints, with 0.14 per 1,000 customers. Ofcom revealed that the rise in complaints against the provider seems to b driven by customers’ dissatisfaction with customer service and charges. O2 was the least complained about provider in this category during the same period with 0.02 complaints for every 1,000 customers.
Ofcom said that it receives roughly 350 telecoms complaints per day from consumers. It pointed out that the latest data is only based on complaints which Ofcom receives and does not reflect complaints which the providers deal with. The report also includes analysis of all companies with a market share of over four per cent and which generate over 30 complaints per month.
In the landline phone services category these were: BSkyB, BT Retail, Virgin Media and TalkTalk Group. In the mobile services category these were: O2, 3UK, Vodafone, T-Mobile, Orange and Virgin Mobile. While in the fixed broadband services category these were: Virgin Media, Orange Home, TalkTalk Group, BSkyB and BT Retail. The report stated that mobile phone complaints, overall, are much lower than those for fixed broadband and fixed line telephone services.
TalkTalk said that the level of complaints was continuing to drop. It insisted its customer service had got better in the period after the Tiscali brand’s incorporation. In a statement it said that it is encouraging that the data shows that, following the integration of Tiscali, the service their customers are offered has significantly improved during the last quarter, with the amount of complaints as a proportion of customers falling by more than 50 per cent.
It went on to state that their simplifying their business in order to benefit their customers, while calls to their customer services teams had dropped by 40 per cent compared to the same time last year.
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