Consumer complaints made to Oftel
December 1999
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Complaints information published
How Oftel deals with consumer complaints
Responses from telecoms companies
Other information available to consumers
Further publication of complaints data
TABLE A: Top 10 complaints for the period 1 April to 30 September 1999
TABLE B: Top five companies most complained about
Oftel’s goal is for consumers to have the best possible deal in terms of quality, choice and value for money. When deciding which telecoms company best meets their requirements, consumers need to be able to compare the performance of alternative companies. This will help them make informed decisions about the choices available to them.
As part of this process, Oftel is publishing details on the complaints made by the public to Oftel about individual telecoms companies. The problems that are occurring, which companies are involved, and the action they are taking to deal with them is useful information for consumers wanting to compare the performance of telecoms companies. Consumers and consumer bodies have welcomed our decision to publish this information.
Oftel believes that publishing this information will also provide an important incentive to telecoms companies to address quickly the cause of the complaints made against them.
This is the first time Oftel has published information on the complaints consumers make to Oftel on individual companies. However this should not be a seen as a survey on the performance of companies’ customer complaints services. Information on this is regularly published by the industry in their Comparable Performance Indicators.
Complaints information published
The information published relates to the number and type of complaints Oftel has received from consumers about telecoms companies. A complaint is defined as a consumer's expression of dissatisfaction.
Table A - lists the top ten complaints that consumers have raised and the main telecoms companies complained about. Companies are ranked by the number of complaints received.
Table B - lists the top five companies that consumers have complained to Oftel about. The table is ranked by the number of complaints received divided by the company’s customer base.
Full details of the criteria for inclusion in these tables is set out below.
How Oftel deals with consumer complaints
Oftel always takes complaints about telecoms companies seriously. We advise consumers about the options available to them to resolve any dispute, and will often take up their complaint with the company concerned. Oftel also holds regular meetings with companies to discuss consumers’ complaints and the action the company is taking to deal with service problems. A large number of complaints about a company could mean there is a serious problem that requires regulatory action by Oftel.
Consumers rightly expect their telecoms company to have an efficient and effective customer complaints procedure, so that their complaint is dealt with swiftly and effectively. In most cases, Oftel received less than one complaint for each 10,000 customers of the company concerned. Nearly all the companies have set out what action they have already taken or intend to take to deal with the complaints listed. In a number of cases, additional information is also included on Oftel’s involvement or views on specific problems.
Complaints to telecoms companies
The information published does not cover the complaints made directly to telecoms companies. Individual companies receive complaints directly from their customers, but if they deal with them to the customer’s satisfaction, people are unlikely to also complain to Oftel. Most consumers complain to Oftel only when they are unhappy with the response they have received from their telecoms company, and are seeking advice or assistance from Oftel.
The information on complaints received by Oftel covers the period 1 April to 30 September 1999. Oftel’s complaint handling system records the number of consumers contacting Oftel and the number of issues raised by consumers. 32,350 consumers made complaints on a wide range of issues to Oftel or the regional Advisory Committees on Telecommunications during this period.
Oftel received 11,800 enquiries about a wide range of telecoms issues. In addition there were 430 consumer complaints about how Oftel handled their complaint or about Oftel’s policy on particular telecoms issues.
Other information available to consumers
Information on the number of complaints made to Oftel is only one aspect of a telecoms company’s performance. Additional information on the performance of telecoms companies is available from a number of other sources. These include:
Used together, these can help consumers decide which company best suits their requirements.
In addition, local authority trading standards departments and environmental health offices, and other local advisory agencies, submit quarterly returns on a voluntary basis to the Office of Fair Trading which publishes consumer complaint figures on its web site at www.oft.gov.uk/html/rsearch/stats However, these figures do not name individual companies.
Further publication of complaints data
The next publication, covering the period 1 October 1999 to 31 March 2000 is due for publication in May 2000. Future publications will show a company’s position in the previous issue where applicable.
Oftel has a dedicated section on its website to help deal with consumer enquiries. A consumer helpline service is also available.
If a consumer has a complaint about a telecoms company, Oftel recommend they contact their telecoms company and try and resolve the problem. If they have been through all the company’s complaints procedures and the complaint has still not been resolved, consumers can contact Oftel in the following ways:
Consumers resident in England
Consumers resident in Scotland
Contact the Scottish Advisory Committee on Telecommunications (SACOT)
Consumers resident in Wales
The Welsh Advisory Committee on Telecommunications (WACT)
Consumers resident in Northern Ireland
The Northern Ireland Advisory Committee on Telecommunications (NIACT)
Calls to the helpline may be monitored for training
purposes.
Consumers are advised to check with their phone companies for local rate tariff details.
TABLE A: Top 10 complaints for the period 1 April to 30 September 1999
| Complaint | Total |
Companies Complained About |
|||||
Complaints |
Company | Number of Complaints | Per 10,000 Customers | Company Comment | Additional Oftel Comment | ||
| 1 | Difficult in contacting | 2775 | LocalTel
BT Cellnet (mobile service provision)
|
1120
422
223 |
230.86
1.13
0.84 |
LocalTel
We could not have anticipated the provisioning delays that would occur under BT calls and
access, this resulted in a rise of 800% to our projected inbound calls. LocalTel have
commissioned a new call centre in Ramsgate, Kent, and contract out technical support
services. BT As a result of an increase in inbound calls above forecasted levels during peak times, BT has recruited additional people into its Call Centres. Further development of the internet channel is also being pursued. BT Cellnet (M.S.P.) Unprecedented consumer demand in this period severely tested the Customer Care resource. Improvements have been made to enquiry processes and more agents recruited. One 2 One (M.S.P.) One 2 One is continually investing considerable resource in customer services in terms of new systems, additional staff and increased training. For example, One 2 One is currently completing the roll-out of 4th Customer Services call centre. One 2 One is confident that these measures will improve the quality of One 2 One’s customer services. |
There have been
problems associated with the Calls & Access Product (see our web site at www.oftel.gov.uk/crs/access). Oftel holds
regular meetings with LocalTel at which customer service issues are raised.
|
| 2 | Failure or time taken to repair | 2123 | BT
|
1772 | 0.63 | BT BT is continuing to invest in its network to reduce the fault rate, and has recruited additional field engineers so as to achieve faster repair times. | |
| 3 | Complaint ignored or no action taken by company | 1824 | BT
BT Cellnet (mobile service provision)
Orange (mobile service provision)
One 2 One (mobile service provision) LocalTel
|
593
445
138
128
108 |
0.21
1.19
0.50
0.43
22.26 |
BT All
complaints and calls to BT’s Call Centres are logged onto systems. Follow up action
is system generated and dependent on how the customer originally made contact. BT Cellnet (M.S.P.) Although complaints trends are analysed and action plans formulated to address root causes, an unforecasted volume of enquiries affected response times. Improvements now made to enquiry processes and more agents recruited.
|
There have been problems associated with the Calls & Access Product (see our web site at www.oftel.gov.uk/crs/access). Oftel holds regular meetings with LocalTel at which customer service issues are raised. |
| 4 | Letters not answered | 1458 | BT
BT Cellnet (mobile service provision)
Orange (mobile service provision)
Cable & Wireless
LocalTel
One 2 One (mobile service provision)
|
480
319
131
83 |
0.17
0.85
0.44
0.31 |
BT
BT recognises that a small number of its customers prefer to write rather than phone and
is currently considering how services to these customers can be improved. BT Cellnet (M.S.P.) Written enquiries were well above forecasted volume due to unprecedented demand. Correspondence process has been reviewed and improved.
Orange (M.S.P.) Correspondence handling has been centralised, additional customer service staff recruited and new response targets met. This has radically improved tracking and speed of response, resulting in a much improved service to customers. Cable & Wireless We have been creating a single customer management operation from the inherited ten local centres. This process unfortunately disrupted service delivery, but streamlined processes are improving the situation
LocalTel No comment
One 2 One (M.S.P.) same response as used for "difficulty in contacting" |
|
| 5 | Late provision of service | 1379 | BT
Cable & Wireless |
1023
192 |
0.36
0.69 |
BT
BT has recently experienced unprecedented levels of demand and has recruited additional
people to improve its service delivery quality in response to this. Cable & Wireless The huge demand for Cable & Wireless services has stretched us. We are investing heavily in new systems and recruiting additional staff. It is in our commercial interest to satisfy customer demand. |
|
| 6 | Charge for cancelled service | 1149 | BT
Cellnet (mobile service provision)
Orange (mobile service provision)
BT
One 2 One (mobile service provision)
NextCall
Cable & Wireless |
310
120
119
107
79
|
0.83
0.41
0.04
0.40
|
BT
Cellnet (M.S.P.) Utmost care is taken to understand reasons for service cancellation.
However disconnections process has been reviewed and improved. Orange (M.S.P.) Orange has further streamlined the disconnection process and early customer feedback indicates that these initiatives have significantly reduced the number of complaints. BT Occasionally mistakes are made but when this occurs BT always corrects the charge and apologises. One 2 One (M.S.P.) One 2 One is in the process of implementing an entirely new customer care system, which requires significant changes to both hardware and software. The new system will however bring considerable benefits to customers through greater accuracy and quicker processes in billing, registration and other associated activities LocalTel No comment NextCall Well documented problems with BT Calls & Access provisioning, including BT accepting cancellations from customers contrary to contract, as highlighted by Oftel. This caused confusion with customers. Cable & Wireless Installing a new £100m customer management system and processes has inevitably caused some disruption to service quality. We have been refunding affected customers, but the new systems are improving matters |
There have been problems associated with the Calls & Access Product. This issue has been discussed at regular meetings with BT, LocalTel and NextCall. (see our web site at www.oftel.gov.uk/crs/access). |
| 7 | Problems with telecoms apparatus or systems | 940 | BT
BT Cellnet (mobile service provision)
One 2 One (mobile service provision)
|
313
213
132
79 |
0.11
0.57
0.45
0.30
|
BT
BT welcomes all customer feedback, and is able to quickly apply this in its design,
manufacturing and product support processes to maintain constant improvement. BT Cellnet (M.S.P.) Improvements have been made to enquiry process as a result of delays in getting reported faults rectified. Orange (M.S.P.) Orange’s handset testing system is comprehensive. However, complaints are viewed seriously and a review to improve equipment and service supplied to customers is underway. In addition continued close working with handset suppliers ensures continued improvement. One 2 One (M.S.P) An increasing number of people are subscribing to One 2 One and are using a variety of handsets and accessories. We are disappointed that a very small proportion of equipment supplied to customers might be a cause for complaint. One 2 One has a rigorous quality assurance process and will continue to work with manufacturers to ensure standards are maintained. |
|
| 8 | Customer not kept informed by company | 881 | BT
BT Cellnet (mobile service provision)
Cable & Wireless
One 2 One (mobile service provision) Orange (mobile service provision)
|
335
107
62
59
52 |
0.12
0.29
0.22
0.22
0.18
|
BT
BT’s Call Centre systems automatically diary reminders to keep customer informed.
However, during peak call arrival periods these reminders may sometimes be overlooked. A
review is being undertaken to address this. BT Cellnet (M.S.P.) Improvements have been made to enquiry processes and more customer care agents recruited following unprecedented demand. Cable & Wireless The new customer management system, creation of a national customer operation, and enhanced processes, including an on-line, interactive TV service will service to improve communication to and for our customers One 2 One (M.S.P.) same response as used for "difficulty in contacting" Orange (M.S.P.) Orange always strives to ensure customers are kept informed regarding the progress of their enquiries. Processes have been streamlined and additional staff recruited to provide a simpler, speedier, more effective service. |
|
| 9 | Contract terms | 818 | Vodafone
(mobile service provision)
BT Cellnet (mobile service provision)
One 2 One (mobile service provision)
Orange (mobile service provision)
|
158
87
76
76
|
0.36
0.23
0.29
0.26
1.26
|
Vodafone
(M.S.P.) The company advised Oftel that it has no comment to make.
BT Cellnet (M.S.P.) Contracts are kept constantly under review. However, customers registered on "First" programme are automatically placed on optimum tariff. One 2 One (M.S.P.) One 2 One is surprised that its contract terms might be cause for concern. One 2 One has been working closely with the OFT in order to ensure that the terms and conditions it offers customers are entirely consistent with the provisions of the Consumer Contracts Regulations. One 2 One will continue to consult with the OFT on contract terms.
Singlepoint (4U) (M.S.P.) Some customers hold two year airtime contracts. These were originally made available in response to customer demand for premium mobile handsets at zero cost. A new contract option has been introduced to give customers greater choice of contract length. |
During
this period complaints of unfair terms in consumer contracts were the responsibility of
the OFT Unfair Contract Term Unit. New powers given to Oftel, under the Unfair Contract Term Regulations 1999 and through the implementation of the EU Revised Voice Telephony Directive 1998, will allow us to rectify or remove standard terms in consumer contracts that are found to be inappropriate or unfair. We will be announcing the scope of these new powers and our proposed procedures for dealing with this type of complaint in the New Year. It should be noted that neither OFT nor Oftel has any powers to take action over non-standard, individually negotiated contract terms unless they constitute breaches of the Operator’s licence. |
| 10 | Number portability | 784 | One 2 One (mobile
service provision)
Orange (mobile service provision)
BT Cellnet (mobile service provision)
Vodafone (mobile service provision)
BT
|
129
125
82
74
52 |
0.49
0.42
0.19
0.03
0.68 |
One 2 One
(M.S.P.) One 2 One is similarly frustrated with the current portability process. The
existing portability process is currently under review and development of a new, more
robust and customer friendly process has been initiated. The new portability process will
be implemented soon and it will significantly improve the customer experience.
Orange (M.S.P) Orange recognises the industry-wide problem for customers due to over-complex portability processes. The simplification of Mobile Number Portability is vital and Orange are instrumental in this review BT Cellnet (M.S.P) Participating in a review of industry process for Portability in order to improve completion times. Vodafone (M.S.P.) The company advised Oftel that it has no comment to make.
BT This section includes portability and Calls & Access. Regarding Calls & Access, BT has been working to address recent operational matters. Martin Dawes (M.S.P.) Martin Dawes Telecommunications Ltd aim to provide the highest standards of customer care and constantly review policies and procedures to ensure we maintain continuous improvements. New procedures have already been introduced within our Mobile Number Portability Department which we are confident will result in improved service within this area. |
Mobile Networks
are required by their licence to allow the porting of numbers between networks. Oftel
supports the current review of the industry process for portability aimed at implementing
a more efficient porting system. BT and other licensed operators are required to allow the porting of numbers as a condition of their licence. The Numbering Directive, which comes into force in January 2000, also places an obligation on other service providers to allow porting of numbers. The problems experienced on Calls & Access relate mainly to the porting of the telephone service rather than just the number. |
Note 1 NextCall have objected to the publication of data that directly or indirectly provides information about its customer base
M.S.P. – Mobile Service Provision
TABLE B: Top five companies most complained about (complaints data is weighted by the telecoms company’s customer base) for the period 1 April to 30 September 1999
| Company | Complaints |
Top 3 complaints | Industry | Oftel | ||
| Total | Per 10,000 customers | against company | Comment | Comment | ||
| 1 | LocalTel | 2,545 | 524.59 |
1. Difficulty
contacting 2. Internet service 3. Letters not answered |
No comment. | There have been problems associated with the Calls & Access Product (see our web site at www.oftel.gov.uk/crs/access). Oftel holds regular meetings with LocalTel at which customer service issues are raised. |
| 2 | NextCall | 402 | 1. Misinformed by
sales rep 2. Charged for cancelled service 3. Charged for service not requested |
1. Nature of Calls & Access product & BT provisioning problems leads to substantial scope for misunderstanding. 2. Dismissed all outsourced sales, customer service and billing agencies & replaced in house. 3. Redesigned all customer communication & staff training. | There have been problems associated with the Calls & Access Product (see our web site at www.oftel.gov.uk/crs/access). Oftel holds regular meetings with NextCall at which customer service issues are raised. | |
| 3 | Cellcom | 256 | 1. Charge for
ending contract 2. "Unfair" contract terms 3. Number porting charge |
The charges applicable on termination of a Cellcom contract are clearly shown on the contract and are justified. The charge for porting is as agreed by the industry and Oftel. Cellcom’s contracts with consumers do not include terms that are unfair. | When consumers complain to Oftel about what they see as unfair contract terms, we have advised them to contact the OFT which has an Unfair Contracts Unit. Oftel accepts that a small administration charge is appropriate for porting a number. | |
| 4 | Euphony | 415 | 17.26 |
1. Difficulty
contacting 2. Indirect access problems 3. Charged for cancelled service |
Issues arise from unprecedented service demand, call centre resource increased, cyclical billing to be introduced on 15th March, improved user access information programme and improved customer connection & termination turnaround. | |
| 5 | BT Cellnet (mobile Service provision) | 5,412 | 14.50 |
1.
Complaint ignored 2. Difficulty contacting 3. Problems with top up vouchers |
A period of explosive and unforecastable growth severely tested the Customer Care resource. Performance is actively monitored and an on-going series of measures to address the problems experienced has been implemented. | |
Note 1: NextCall and Cellcom have objected to the publication of data that directly or indirectly provides information about their customer base.
Table
A Criteria
Table B Criteria As above, except:
Complaints about Mobiles Oftel’s statement, Proposals for publishing information on complaints received by Oftel, explained that calculation of the denominator in the mobile market is slightly more complex than other areas as complaints can either relate to a network or a service provider. A separate calculation will be carried out for network complaints and service provider complaints. Oftel |
defines
"Network" as issues relating to coverage or reception quality. Mobile companies,
if included in the published data, will therefore be listed in the following way: BT Cellnet (mobile network) Oftel’s data In the six months to 30 September 1999 due to systems difficulties some data relating to telephone calls received was lost.
|
Systems have been upgraded to prevent recurrence of these problems. Separate data analysis for the two periods indicates that there were no unexpected trends in types of complaint during the period the data was lost. The records lost represent less than 3% of the total complaints received and we are confident that the lost data has had no significant impact on the results. Cable & Wireless Nynex, Videotron, Bell cablemedia, Encom, Jones Cable have all merged at various times and now form part of Cable & Wireless. Further Information Oftel’s consumer pages can be found on its web
site at: Frequently asked questions can be found at Complaints statistics can be found at |
