Ofcom today published the volumes of complaints made against the major providers of telecoms and pay-TV services between January and March 2014.
This is Ofcom’s thirteenth quarterly report, which aims to provide useful information for consumers when choosing a provider and incentivise operators to improve their performance.
The total volume of telecoms and pay-TV complaints made to Ofcom increased slightly in Q1 2014. Complaints were marginally higher quarter on quarter across landline, broadband and mobile pay-as-you-go services. Complaints in the mobile pay-monthly and pay TV sectors remained at the same level as in Q4 2013.
From January to March 2014, Ofcom received the most complaints about BT TV at 0.25 per 1,000 subscribers – five times the industry average. The main drivers of its complaints were service faults, complaints handling and billing issues.
TalkTalk also generated above industry average pay-TV complaint levels at 0.19 per 1,000 subscribers.
Sky and Virgin Media were below the industry average, with Sky continuing to generate the lowest volume of pay-TV complaints – 0.02 for every 1,000 customers.
“The report highlights the performance of providers relative to each other,” says Claudio Pollack, Director of Ofcom’s Consumer Group. “This is valuable information that consumers may wish to consider alongside other factors such as price and availability, for example, when choosing a provider.”