Telecom tops Chilean consumer complaints

Thursday 1 February 2018 | 12:03 CET | News

Telecommunications accounted for 19 percent of all complaints lodged by Chilean consumers in the first half of 2017, ahead of retail and financial services, according to a report from the country’s telecom watchdog Subtel and consumer protection authority Sernac. The bodies received a total of 55,174 complaints over the 6-month period, up 3.2 compared to H1 2016, with mobile telephony services accounting for 38 percent of complaints, led by VTR, followed by fixed telephony and fixed broadband, led by Movistar, with 20 percent and 14 percent respectively.

Consumers of mobile services mostly protested about customer care problems (44 percent), billing issues (29 percent) and service quality (18 percent). Consumers of fixed services mainly took issue with customer care (43 percent), service quality (30 percent) and billing (24 percent).

A total of 71.8 percent of the complaints received from January to September were full or partially resolved, said the report.