28 September 2016: Ofcom today published data on the volume of consumer complaints it received against the major providers of telecoms and pay TV services.
The latest report covers the three-month period from April to June 2016 (Q2), and includes complaints made about providers of landline telephone, home broadband, pay monthly mobile and pay TV services. Complaints figures are presented per 100,000 customers.
By publishing complaints data, Ofcom aims to give people who are looking for a new provider useful information for comparing companies' performance. The quarterly reports also offer an incentive to providers to improve their performance.
The total volume of telecoms and pay TV complaints made to Ofcom reduced between Q1 2016 and Q2 2016, with declines in landline, broadband and pay-monthly mobile complaints.
Lindsey Fussell, Director of Ofcom's Consumer Group, said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.
"Consumers have a right to expect good service and will rightfully complain when that standard isn't met. If companies do fall short, we will step in and investigate, which can lead to significant fines."
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