ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 April to 30 June 2023 (Q2 2023).
In Summary in Q2 2023:
In Summary in Q2 2023:
- ComReg’s Consumer Care team answered 3,423 consumer queries and managed 340 consumer complaints. This is a 10% increase in issues reported to ComReg compared to the same quarter last year, Q2 2022 (8% increase in ECS and 112% increase in PRS issues reported to ComReg).
- For Mobile Service Provider complaints, the median resolution time increased to 13 working days, compared to 12 working days in Q1 2023, and the average number of complaints per 100,000 subscribers was 0.9, compared to 1.2 in Q1 2023;
- For Fixed Service Provider complaints, the median resolution time decreased to 11 working days, compared to 12 working days in Q1 2023. The average number of complaints per 100,000 fixed voice lines decreased to 4.7, compared to 5.1 in Q1 2023. The average number of complaints per 100,000 fixed broadband lines decreased to 11.7, compared to 13.7 in Q1 2023.
