MUMBAI: Of all the pay TV providers in the UK, Sky is the only company to generate fewer complaints than the industry average (0.01 per 1,000 customers) and was named the best-performing pay TV provider according to independent regulator and competition authority for the UK communications industries - Ofcom.
TalkTalk became the most complained about pay TV provider. Their complaints volume increased to 0.14 per 1,000 customers, compared to 0.12 in Q1 2015. The main reasons for TalkTalk complaints were fault, service and provision issues (36 per cent), billing, pricing and charges (28 per cent) and issues relating to complaints handling (17 per cent).
In Q2 2015, BT saw a reduction in complaint volumes, generating 0.11 complaints per 1,000 customers, compared to 0.15 in Q1 2015. Virgin Media’s complaints volume increased to 0.05 per 1,000 customers, compared to 0.04 in in Q1 2015.
In landline telephone services, EE continued to generate the highest volume of landline complaints as a proportion of its customer base (0.34 per 1,000 customers). Others like Post Office HomePhone, Plusnet and TalkTalk also generated landline complaint volumes above the industry average, whereas BT was broadly in line with the industry average. Sky and Virgin Media were the only providers with complaints volumes below the industry average.
For broadband services too, EE generated the most complaints. BT and Plusnet both saw reductions in their complaint volumes since Q1 2015, Virgin Media complaints were below the industry average, whereas Sky had the lowest complaints volume for broadband.
In mobile pay-monthly services, Vodafone continued to be the most complained about mobile provider in Q2 2015. The main drivers of Vodafone complaints were problems with billing, pricing and charges (34 per cent), complaints handling (27 per cent) and concerns around faults, service and provision (17 per cent).
Ofcom published data on the volume of consumer complaints made against the major providers of telecoms and pay TV services. The latest report covers the three-month period from April to June 2015 (Q2), and includes complaints made about 13 providers of fixed line telephone, fixed line broadband, pay monthly mobile and pay TV services.
The total volume of telecoms and pay TV complaints made to Ofcom continued to decrease in Q2 2015, even as the number of consumers taking up these services increased.
Broadband, mobile pay-as-you-go and mobile pay monthly services saw the most notable reductions in total volume of complaints.
Total complaints volumes for fixed line telephone and pay TV services remained at similar levels to Q1 2015. Broadband services continued to attract the most complaints, albeit at lower levels than previously.
Ofcom Content and Consumer Group director Claudio Pollack said, “Our complaints data allow consumers to make meaningful comparisons that can be useful when looking for a new provider. While it’s encouraging to see a continued decrease in the total number of complaints, there is still room for improvement. We expect providers to make customer service and complaints handling top priorities.”
