September 27, 2013 10.33 Europe/London By Julian Clover
Ofcom has reported a quarterly fall in the number of complaints made against the major telecoms and pay-TV providers.
The regulator says decline in the second quarter is principally down to a decrease in the number of complaints made against landline and broadband providers. It represents the largest quarterly reduction for a year.
Claudio Pollack, Director of Ofcom’s Consumer Group said: “It’s encouraging to see the biggest reduction in complaints for a year and we hope these figures will incentivise providers to further improve their performance.
“We’re committed to giving consumers valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where enforcement action is needed and ensure that providers comply with our rules.”
On landlines Sky and Virgin Media generated complaints below the industry average. Virgin Media had the fewest number of complaints, at 0.06 complaints per 1,000 customers, while Sky generated 0.13 complaints per 1,000 customers. TalkTalk generated the most complaints at 0.34 complaints per 1,000 customers, though double the industry average, this is still the lowest since Ofcom began collating the data.
In broadband, Virgin Media’s service attracted the fewest complaints – 0.06 per 1,000 customers. Orange/EE2 generated the most complaints as a proportion of its customer base.
Among the pay-TV services, Ofcom received the most complaints about BT Vision at 0.25 complaints per 1,000 customers.
Virgin Media’s complaints were in line with the industry average at 0.04 per 1,000 customers, while Sky had the lowest number of complaints – 0.02 per 1,000 customers.