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Method and type of contact

Chapter 3

Complaint/enquiry

3.1 Oftel has conducted research into consumers’ perceptions on the quality of its customer service for 2 years. During this time the issues consumers have contacted Oftel for advice/assistance have varied. This quarter the top issues are:

• ADSL availability
• Text messaging asking to call premium rate numbers
• Information on new 118 directory enquiry numbers
• Changes to mobile price plans/packages

Resolving complaints/enquiries

3.2 Awareness of the status of contacts has risen significantly since Oftel began monitoring its performance. Currently 72% of contacts dealt with by Oftel (and not referred elsewhere) were aware that no further action was being taken – a rise from 59% in April ’02.³ While this means that just under 3 in 10 of these consumers (15% of all contacts) are under the impression that Oftel is still dealing with their complaint/enquiry, it indicates that procedural changes implemented during this period may have assisted to reduce this confusion. Further analysis of this group indicates that the majority contacted Oftel by phone.

Contact reference number

3.3 It is Oftel’s policy to ensure that all consumers who contact them are given either a contact name or a reference number. Overall the proportion of consumers remembering being given this information has remained stable since April ’02 at around 7 in 10 (69%).

Notes

3. Interviews were conducted during the month following contact with Oftel, therefore contacts which had been resolved would have taken between 1 day and a maximum of 6 weeks.

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