Ref: 81/01
Date: 3 December 2001

Companies taking a long time, or even failing to repair a phone service is the problem most frequently complained about by fixed line telephone customers according to new complaints data published today by Oftel.

The complaints information, published in a new, easy-to-use format, sets out the number of consumer complaints about different fixed line and mobile operators received by Oftel between 1 April and 30 September 2001, against an industry average.

The publication also sets out the three issues complained about most.

For mobile consumers the most common complaint was being charged for a service that had been cancelled.

David Edmonds, Director General of Telecommunications said today:

"Publishing this complaints information provides an important incentive for the companies involved to sort out the problems faced by their customers.

"Overall, consumers made around 29,000 complaints to Oftel between April and September of this year.

"Oftel acts quickly to raise these issues with telephone companies and I expect a prompt response from the telephone companies to address the cause of the complaints made against them.

"It is unacceptable, for example, that a customer who has cancelled their mobile phone account should still be receiving bills two months down the line."

Oftel and the industry also publish information to help consumers compare the quality of service offered by fixed line and mobile companies which is available from Oftel’s website at www.oftel.gov.uk.

Notes to editors:

1. Consumer Complaints made to Oftel is available from Oftel’s website at www.oftel.gov.uk/publications/consumer/comp1101.htm. Copies are also available to the media from Oftel’s Press Office on 020 7634 8991 and to the public from Oftel’s Research and Intelligence Unit on 020 7634 8700.

2. Oftel’s Consumer Representation Section gives advice to consumers on how to resolve any problems they might have with their telecoms company. Oftel explains the options available to them, and as appropriate, will often take up their case up with the company concerned. The regional Advisory Committees on Telecoms undertake this function on behalf of the Director General in Scotland, Wales and Northern Ireland. Oftel also holds regular meetings with companies to discuss consumers’ complaints and the action the company is taking to deal with problems. A large number of complaints about a company could mean there is a serious problem which could lead to regulatory action by Oftel.