Ofcom publishes latest telecoms complaints data

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

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

By far the most complained-about telecoms services provider is TalkTalk.


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 15 months, enabling consumers to check providers’ performance over a longer period of time.


Landline services


For landline services, Ofcom’s data shows that from October to December 2011 it received the most complaints about TalkTalk Group with 0.78 complaints per 1,000 customers. These have largely been driven by issues relating to billing and customer service.

The least complained about landline provider over the same period was Virgin Media, with 0.18 complaints per 1,000 customers. Virgin Media has been the least complained about landline provider for the last five quarters.


Fixed broadband services


For fixed broadband services, Ofcom’s data shows that from October to December 2011 TalkTalk Group generated the most complaints as a proportion of its customer base, with 0.61 complaints per 1,000 customers. These were largely driven by line faults and other service issues.

The least complained about fixed broadband providers over the same period were Sky and Virgin, with 0.17 and 0.18 complaints per 1,000 customers respectively.


Mobile services


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

Ofcom’s data shows that from October to December 2011 it received the most mobile complaints about Orange, with 0.17 complaints per 1,000 customers.  The significant increase in complaints against Orange was driven by their announcement to increase their monthly plan prices for all customers including those who were tied into existing contracts.

Ofcom received the second most complaints about mobile services from 3UK, with 0.15 complaints per 1,000 customers. These figures continue to be driven by complaints about disputed charges and customer services.

As in all previous quarters, the least complained about mobile provider over this period was O2 with 0.02 complaints per 1,000 customers.

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