How much do Colombians complain about the companies that provide them with telecommunication services (Internet, fixed and mobile telephony0)? According to a report presented by the Communications Regulatory Commission, in 2021, 8.1 million complaints were received.
According to the figures presented, the largest complaint filed during 2021 was ‘Service unavailability’ (29.64%), followed by ‘invoice error / charge or unjustified discount’ (28.15%), ‘intermittence of the service’ (11.86%) and ‘modification of the conditions agreed in the contracts and/or in the provision of the service’ (7.87%).
The service ensures that the number of complaints for ‘Service unavailability’ was reduced in the previous year, but that the number in the other three categories increased. Of the total complaints filed during the fourth quarter of 2021, 59.71% were made through the telephone service line, 30.21% in physical offices, 4.77% through the website, 0. 49% through social networks and 3.2% through other channels.
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The report also presents an overview with data from the last quarter of 2021. Perhaps one of the most interesting data is that telecommunications companies are failing to offer digital alternatives to offer their complaints. The CRC report ensures that complaints filed through physical offices increased by 33.75% for the fourth quarter of 2021, compared to the same period in 2020, which may be associated with the normalization of mobility conditions due to the COVID-19 health emergency.
Of the total complaints filed in the fourth quarter of 2021, 31.48% corresponded to the fixed Internet service; 27.37% to mobile telephony; 20.57% to subscription television; 15.58% to fixed telephony and 5.01% to mobile Internet.
The service with the lowest number of complaints reported was mobile Internet, registering a total of 95 thousand complaints, with a decrease of 6.41% compared to the same period in 2020, and 1.44% compared to the third quarter of 2021.
“For the Commission, the protection of users’ rights is a priority. This analysis allows us to know the experience of citizens regarding the communications services they hire as an essential input for making informed decisions. The reduction in the number of complaints compared to 2020 is good news; however, the CRC will continue working on the design of measures to improve the quality of telephone, Internet and television services in the country”, concluded Paola Bonilla Castaño, Executive Director of the CRC.