Consumer Queries and Complaints Statistics

October to December 2009

During the 3 month period, October to December 2009, consumers contacted ComReg’s Consumer Management Team with 3,492 issues (both queries and complaints) about their telephone, internet and postal service providers.

Consumers Contacted ComReg in relation to the following main areas:-

Billing Customer Canc Svs 6%

Billing Disputed Svs Charges 9%

Billing Alleged Overcharging 3%

Billing Other 13%

Contractual Cancellation penalties 4%

Contractual Misleading Sales Practice 4%

Contractual Terms & Conditions 12%

Contractual Other 2%

Customer Service 7%

Information Request, Numbering, Authorisation 4%

Installation 5%

Internet Speed & Availability 3%

Service Repair 6%

Service Repair Loss of Service 5%

Unsolicited Communications 4%

Others including categories each less than 2% 13%

The chart above illustrates the main reasons why consumers contacted ComReg.

By clicking the headings below you can review the details of each category.

Billing Customer Canc Svs	6%
Billing Disputed Svs Charges	9%
Billing Alleged Overcharging	3%
Billing Other	13%
Contractual Cancellation penalties	4%
Contractual Misleading Sales Practice	4%
Contractual Terms & Conditions	12%
Contractual Other	2%
Customer Service	7%
Information Request, Numbering, Authorisation	4%
Installation	5%
Internet Speed & Availability	3%
Service Repair	6%
Service Repair Loss of Service	5%
Unsolicited Communications	4%
Others including categories each less than 2%	13%