ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 January to 30 March 2024 (Q1 2024).
In Summary in Q1 2024:
- ComReg’s Consumer Care team answered 3,349 consumer queries and managed 251 consumer complaints. This is a 9% decrease in issues reported to ComReg compared to the same quarter last year, Q1 2023 (9% decrease in ECS and 73% decrease in PRS issues reported to ComReg).
- For Mobile Service Provider complaints, the median resolution time increased to 15 working days, compared to 9 working days in Q4 2023, and the average number of complaints per 100,000 subscribers was 0.6, compared to 0.7 in Q4 2023;
- For Fixed Service Provider complaints, the median resolution time increased to 11 working days, compared to 10 working days in Q4 2023. The average number of complaints per 100,000 fixed voice lines increased to 4.4, compared to 3.4 in Q4 2023. The average number of complaints per 100,000 fixed broadband lines decreased to 8.7, compared to 11.8 in Q4 2023.
ComReg Consumer Care
Our Consumer Care team provides advice and support if you have a query or complaint about a:
- mobile, home phone or broadband service;
- premium rate service; or
- postal service.
We aim to provide you with the relevant information so that you can deal with your service provider. We also aim to ensure that service providers have adequate procedures in place to address any of your issues.
