ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 January to 31 March 2023 (Q1 2023).
In Summary in Q1 2023:
- ComReg’s Consumer Care team answered 3,570 consumer queries and managed 404 consumer complaints. This is a 13% decrease in issues reported to ComReg compared to the same quarter last year, Q1 2022 (2% decrease in ECS and 79% decrease in PRS issues reported to ComReg).
- For Mobile Service Provider complaints, the median resolution time increased to 12 working days, compared to 7 working days in Q4 2022, and the average number of complaints per 100,000 subscribers stayed at 1.2, the same as in Q4 2022;
- For Fixed Service Provider complaints, the median resolution time increased to 12 working days, compared to 8 working days in Q4 2022. The average number of complaints per 100,000 fixed voice lines increased to 5.1, compared to 4.2 in Q4 2022. The average number of complaints per 100,000 fixed broadband lines increased to 13.7, compared to 11.5 in Q4 2022.
