Ref: 73/02

Date: 11 December 2002

Oftel today published the latest update on consumer complaints about companies in the fixed line, mobile and Internet access markets.

The report sets out the number of consumer complaints received by Oftel about companies in the different markets between 1 April and 30 September 2002, against an industry average. It also sets out the top three most complained about issues.

Oftel's Consumer Representation Section receives around 100,000 complaints and enquiries per year.

11 per cent of complaints received so far this year have been about Internet service providers. These complaints have been included as a separate section in the publication for the first time.

The complaints cover 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.

Research also published today shows that the majority of consumers contacting Oftel's Consumer Representation Section are happy with the service they receive. 80 per cent of those whose complaint or enquiry was dealt with by Oftel were satisfied with the overall handling.

David Edmonds, Director General of Telecommunications said today:

"There is an strong incentive on the companies to quickly address any problems faced by their customers.

"For the first time we have included Internet service providers in our complaints publication because of the increasing number of complaints received.

"We received nearly 7,000 complaints about ISPs between April and September and their inclusion in the publication is an added incentive for them to address these issues efficiently.

"Our research shows that Oftel has a high success rate in resolving the problems faced by consumers who come to us.

"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 become involved, and take responsibility for their own customers' satisfaction."

Notes to editors

1. Two documents have been published today: by Oftel:

Customer satisfaction with Oftel's complaing handling (Wave 2) is available on Oftel's website at www.oftel.gov.uk/publications/research/2002/crs1202.htm

Consumer complaints made to Oftel is available on Oftel's website at www.oftel.gov.uk/publications/consumer/comp1202.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.

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.