In the first quarter of 2023, a total of 502,335 complaints were submitted by users to the operating companies of public telecommunications services, according to data provided by the Supervisory Agency for Private Investment in Telecommunications (Osiptel). These numbers represented a decrease of 10.26% compared to the same period of the previous year (559,751).
In detail, according to the Osiptel User Information Portal, Movistar was the operator that concentrated the largest number of claims, with 355,853, equivalent to 70.84% of the total. This means that seven out of 10 claims were filed with this operator. follows him Clear with 95,464 claims (19%), Entel, with 39,377 claims (7.84%); Bitel with 6,806 (1.35%); DirecTV, with 3,753 (0.75%); and other companies, with 1,082 claims (0.22%).
The agency also reported that Claro was the only company that registered an increase of 27.07% in the number of complaints filed by customers, compared to January and March 2022. For its part, Movistar registered a decrease of 11 .94% in relation to the first quarter of the previous year.
For their part, Entel, Bitel and DirecTV registered 9.66%, 35.75% and 32.92% fewer complaints, respectively, in the similar period of 2022.
What were the most recurring complaints?
Osiptel said that of the total claims filed in the first months of the year, 55.38% were due to problems with the mobile service. They were followed by problems with packaged services such as duos or trios (13.33%), failures with fixed internet (10.48%), cable television (8.54%), fixed telephony (3.99%) and other services, with 8.28%.
Regarding the channel used, 53.14% of users opted for the telephone channel of the operating companies to present claims, while 32.17% preferred the web page. In a lower percentage, complaints were registered through the face-to-face channel (13.86%), written (0.36%), among others (0.48%).
Osiptel also stresses that users have the right to receive an adequate provision in their public telecommunications services, which implies that said services are continuous, uninterrupted and of high quality. In the event that this right is not fulfilled, users have the option of contacting the corresponding operating company and starting a claim process.
During the claim submission process, the operating companies are required to provide the user with a tracking code, which will allow the procedure to be identified and the case tracked effectively.
Source: Larepublica
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