Ofcom says the number of complaints about telecoms and pay-TV services continues to decrease, despite increased take-up.
The 18th quarterly Ofcom report covers the three-month period from April to June 2015.
Claudio Pollack, Director of Ofcom’s Content and Consumer Group, said: “While it’s encouraging to see a continued decrease in the total number of complaints, there is still room for improvement. We expect providers to make customer service and complaints handling top priorities.”
TalkTalk became the most complained about pay-TV provider. Their complaints volume increased to 0.14 per 1,000 customers, compared to 0.12 in Q1 2015. The operator suffered from complaints about fault, service and provision issues. BT saw a reduction in complaint levels while Virgin Media complaints increased slightly to 0.05 per 1,000 customers, compared to 0.04 in in Q1 2015.
The only provider to generate fewer complaints than the industry average was Sky (0.01 per 1,000 customers), which remained the best-performing pay-TV provider.
EE generated the most complaints for broadband as a proportion of its customer base during the second quarter of this year. However, their complaints volume did decrease from 0.51 per 1,000 customers in Q1 2015 to 0.45 in Q2 2015. It was also top of the landline complaints.
Virgin Media complaints (0.07 per 1,000 customers) were below the industry average and have decreased since Q1 2015 (0.09 per 1,000 customers). Sky had the lowest complaints volume (0.05 per 1,000 customers) for broadband.
