ComReg Publishes Consumer Care Report Q2 2024

ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 April to 30 June 2024 (Q2 2024).

[Link]

In Summary in Q2 2024:

• ComReg's Consumer Care team answered 3,444 consumer queries and managed 280 consumer complaints. This is a 1% decrease in issues reported to ComReg compared to the same quarter last year, Q2 2023 (3% increase in ECS and 89% decrease in PRS issues reported to ComReg).
• For Mobile Service Provider complaints, the median resolution time decreased to 11 working days, compared to 15 working days in Q1 2024, and the average number of complaints per 100,000 subscribers was 0.5, compared to 0.6 in Q1 2024;
• For Fixed Service Provider complaints, the median resolution time decreased to 9 working days, compared to 11 working days in Q1 2024. The average number of complaints per 100,000 fixed voice lines increased to 4.7, compared to 4.4 in Q1 2024. The average number of complaints per 100,000 fixed broadband lines increased to 10.6, compared to 8.7 in Q1 2024.

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.