ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 October to 31 December 2022 (Q4 2022).
In Summary in Q4 2022:
- ComReg’s Consumer Care team answered 3,256 consumer queries and managed 346 consumer complaints. This is a 22% decrease in issues reported to ComReg compared to the same quarter last year, Q4 2021 (14% decrease in ECS and 85% decrease in PRS issues reported to ComReg).
- For Mobile Service Provider complaints, the median resolution time decreased to 7.0 working days, compared to 10.0 working days, in Q3 2022, and the average number of complaints per 100,000 subscribers decreased to 1.2, compared to an average of 1.4 in Q3 2022;
- For Fixed Service Provider complaints, the median resolution time decreased to 8.0 working days, compared to 11.0 working days in Q3 2022. The average number of complaints per 100,000 fixed voice lines increased slightly to 4.2, compared to 4.1 in Q3 2022. The average number of complaints per 100,000 fixed broadband lines increased to 11.5, compared to 9.9 in Q3 2022.
