The latest update on consumer complaints about companies in the fixed line, mobile and Internet access markets was published in December.

It can be found on Oftel's website at www.oftel.gov.uk/publications/consumer/comp1202.htm.

The report sets out the number of consumer complaints received by Oftel's Consumer Representation Section about companies in the different markets between 1 April and 30 September 2002 against an industry average.

Publishing this information provides an important incentive to telephone companies and Internet service providers to improve the quality of service they offer to their customers.

Of the complaints received over this period - nearly 7,000 were about Internet service providers. These were included as a separate section in the publication for the first time because of the increasing number of complaints received.

The complaints covered issues such as consumers not being able to get hold of their Internet service provider or not being happy with the terms of their contract.

David Edmonds said at the time of publication that the inclusion of these complaints in the publication is "…an added incentive for the Internet service providers to address these issues efficiently."

He also spoke of Oftel's high success rate in resolving problems raised by consumers.

This was highlighted by research published alongside the complaints publication which showed that 80 per cent of consumers whose complaint or enquiry was dealt with by Oftel's Consumer Representation Section were happy with the overall handling.

But David Edmonds stressed the need for companies to address the complaints of their consumers on their own initiative:

"We act quickly to raise issues of concern with the telecoms companies and I expect a prompt response from the companies to address the cause of complaint.

"But it is important that companies do not simply wait for Oftel to become involved, and take responsibility for their own customers' satisfaction."

Top three most complained about issues

* Position in previous publication shown in brackets