Ref: 36/03
Date: 19 June 2003

Oftel has today published its latest consumer complaints data about companies in the fixed line, mobile and Internet access markets.

The report looks at the number of consumer complaints made to Oftel's Consumer Representation Section from the period of 1 October 2002 to 31 March 2003, highlighting the performance of telephone companies and Internet service providers.

Oftel's Consumer Representation Section deals with approximately 100,000 new consumer complaints and enquiries each year.

The complaint data shows that the average number of complaints made about the mobile and Internet market has fallen slightly from the previous publication in December 2002.

The main issues that were highlighted by the data include complaints being ignored by a company, or companies not keeping customers informed about changes to services.

Research also published today shows that most consumers contacting Oftel's Consumer Representation Section continue to be satisfied with the service they receive. Eight in ten consumers thought that Oftel's handling of their complaint or enquiry was of the same or better standard than that they had received from other companies or organisations.

David Edmonds, Director General of Telecommunications said:

"This information provides a important incentive to telephone companies and Internet service providers to improve the quality of the service they offer their customers.

"We received around 50, 000 complaints or enquiries in the period between October 2002 and March 2003 and publishing this data can provide an incentive for companies to resolve any problems their customers have, quickly and efficiently.

"Our research shows that Oftel's strengths in dealing with these are; being accessible, and having staff who are polite and keen to assist in dealing with any enquiries and complaints.

"I would like to see companies doing more towards improving their customer relations, so fewer consumers contact Oftel with queries or complaints.

"Dependent on the type of complaint and company involved, consumers may also contact the Telecommunications Ombudsman.

"Oftel works to an efficient time-scale to ensure that companies quickly become aware of any problems consumers may have."

Notes to editors:

1. Two documents have been published today by Oftel

Customer satisfaction with Oftel's complaing handling (Wave 3) is available on Oftel's website at www.oftel.gov.uk/publications/research/2003/complwave3_0603.htm

Consumer complaints made to Oftel is available on Oftel's website at www.oftel.gov.uk/publications/consumer/comp0603.htm

2. Full details on the process behind publication of the complaints data can be found in Oftel's October 2001 statement, Publication of consumer complaints made to Oftel which is available on Oftel's website at www.oftel.gov.uk/consumer/comp1001.htm.

3. Oftel has a policy of encouraging network operators and service providers to resolve consumer disputes directly with their customers. When disputes still cannot be resolved, customers have the option of coming back to Oftel for further assistance. In many instances, where Oftel has not specific powers to act, Oftel is successful in resolving disputes on a 'good offices' basis. Dependent on the type of complaint and company involved, consumers may also take the matter to the Telecommunications Ombudsman (http://www.otelo.org.uk)

4. Oftel's Consumer Representation Section can be contacted on tel: 0845 714 5000, textphone: 020 7634 5370, e-mail: advice@oftel.gov.uk, fax: 020 7634 8845, or post: Oftel, Consumer Representation Section, 50 Ludgate Hill, London EC4M 7JJ.