Total complaints decreased by 50%. According to the ranking, fixed telephony and internet services have the worst complaint rates.
The Ministry of Transport and Telecommunications (MTT) today delivered figures corresponding to the Quality Ranking carried out by the Undersecretary of Telecommunications (Subtel) in October 2021; and that allows knowing the degree of satisfaction that users present with the contracted telecommunications services.
The measurement is made through a rate that considers the number of complaints per 10,000 users.
According to the ranking, fixed telephony and internet services have the worst claim rates, with 8.32 and 5.04 claims per 10,000 users, respectively. It is followed by pay television, with 2.97 complaints per 10,000 users.
Finally, the internet and mobile telephony are the ones with the lowest rate of complaints, with 0.40 and 0.70 complaints per 10,000 users, respectively.
Total claims decreased by 50%: the 7,420 claims in October 2020 decrease to 3,676 in October 2021. Fixed Services claims fall by 50.6% (3,979 – 1,965) and Mobile Claims by 50.3% ( 3440 to 1710).
The mobile phone industry presents in the month of October 2021 a global rate of 0.7 complaints per 10,000 subscribers, with a decrease of 53% compared to October 2020.
VTR the highest rate is maintained for almost the entire period of analysis, but it decreases significantly, reaching 1.6 in October 2021, which corresponds to an improvement of 44%. follow them Movistar (1.0), Entel (0.9), Claro (0.5), WOM (0.4) and Virgin (0.2).
As of October 2021, mobile internet companies present a global rate of 0.4% complaints per 10,000 connections, which corresponds to a decrease of 45% compared to October 2020 (0.7).
VTR it remains throughout the analysis period with the highest rate, presenting 0.8 in October 2021. follows him Movistar (0.6), Entel (0.5), Claro (0.3), WOM (0.2) and Virgin (0.1). All companies improve their claim rate.
Local telephone companies present a rate of 6.6 complaints per 10,000 lines in the month of October 2021, a decrease of 53% compared to October 2020.
Movistar it is the company with the highest rate in the entire period (11.4) and although it decreased by 48%, it remains above the total rate. follow him VTR (4.8), Entel (3.2), Claro (2.2) and GTD (1.3).
Fixed Internet companies present a rate of 4.3 complaints per 10,000 connections in October 2021, which corresponds to a decrease of 55% compared to October 2020 (9.4).
All companies decreased the rate of complaints significantly. Movistar presents a rate of 7.8. follows him VTR (4.4), Entel (2.9), World (2.7), Clear (1.8).
Pay TV companies present a rate of 2.6 complaints per 10,000 subscribers in October 2021, a decrease of 47% compared to October 2020.
All the concessionaires decreased the claim rate significantly. Movistar presents a rate of 5.4 in the period. follow him VTR (3.5), Entel (3.4), Mundo (2.8), Claro (1.2), GTD (0.7) and DirecTV (0.5).
Government commits to increase control
In this regard, the Minister of Transport and Telecommunications, Juan Carlos Munozpointed out that “during the pandemic we saw how an important part of the country’s users had problems with your connectionssa internet, even having to climb to the roofs of their houses to be able to capture a better signal”.
He emphasized that companies must guarantee that users receive the contracted service in the agreed conditions as established by law.
While the undersecretary of Telecommunications, Claudio Arayasaid that “in this mandate We will increase the control of telecommunications services proactively and thus require operators to deliver a better quality of service to their users”.
The authority concluded that if users are not satisfied with the quality of the contracted service, they can resort to Subtel and submit their claim through the different customer service channels.
“Eight out of ten claims filed with the Undersecretary are resolved in favor of the user, which shows that it does work,” he explained.