29/09/2011

TalkTalk Complaints Dominates Ofcom Data

The broadcast and telecoms regulator, Ofcom, has published its latest complaints data revealing the most complained about major telecoms providers between April and June 2011.

Ofcom's data shows that from April to June 2011 it received the most complaints about TalkTalk Group with 0.8 complaints per 1,000 customers.

While TalkTalk Group generated the most complaints, we note that there has been an improvement in their performance, quarter on quarter.

The least complained about provider over the same period was Virgin Media with 0.15 complaints per 1,000 customers.

This is Ofcom's second report looking at telecoms complaints data, which aims to provide useful information for consumers, and also to incentivise telecoms providers to improve their performance.

Complaints figures from the previous report (October 2010 – February 2011) have also been included to give consumers an indication of the provider’s performance across the entire reporting period.

The report is based on all the consumer telecoms complaints received by Ofcom between April and June 2011.

Ofcom has considered ways in which it can make the report even more meaningful for consumers without losing the ability to compare providers on a like-for-like basis. The report now includes providers with a 4% market share (the threshold applied in the initial report was 5%) who generate at least 30 complaints in a month.

A consequence of this change is that Orange Home is included in the broadband section of the latest report and Virgin Mobile in the mobile section.

The addition of these two providers means that the providers contained within the report cover at least 89% of the fixed telephony, fixed broadband and mobile markets.

(BMcC/GK)

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