This Tuesday, the Ministry of Transport and Telecommunications (MTT) provided the figures for Quality Ranking made by SUBTEL in October 2021which allows knowing the degree of satisfaction presented by users with contracted telecommunications services.
The measurement was made through a rate that considers the number of claims per 10,000 users.
According to the ranking, fixed telephony and internet services present the worst complaint rates, with 8.32 and 5.04 complaints per 10,000 users, respectively. follows him pay television, with 2.97 claims 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.
In this regard, the Minister of Transport and Telecommunications, Juan Carlos Muñoz, pointed out that “during the pandemic We saw how an important part of the country’s users had problems with their internet connections, even having to climb to the roofs of their houses to be able to capture a better signal.. Companies must guarantee that users receive the contracted service in the agreed conditions and this is established by law.
Likewise, the Undersecretary of Telecommunications, Claudio Araya, said that “in this mandate, We will proactively increase the control of telecommunications services and thus require the operators to deliver a better quality of service to its users.
The authority added that “if users are not satisfied with the quality of the contracted service, they can resort to SUBTEL and Submit your claim through the different customer service channels that we have as Undersecretary. Eight out of ten claims submitted to the Undersecretariat are resolved in favor of the user, which shows that it does work”.
According to data provided by the MTT, total claims decreased 50%, where the 7,420 claims in October 2020 decrease to 3,676 in October 2021.
In turn, claims for Fixed Services fell by 50.6% (3,979 – 1,965) and Mobile Claims by 50.3% (3,440 to 1,710).
Mobile phone claims:
The mobile phone industry presents in the month of October 2021 a global rate of 0.7 claims for every 10,000 subscribers, with a 53% decrease compared to October 2020.
VTR maintains almost the entire period of analysis with the highest rate of claimsbut 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).
Mobile Internet Claims:
As of October 2021, mobile internet companies present a global rate of 0.4% claims for every 10,000 connections, which corresponds to a 45% decrease compared to October 2020 (0.7).
VTR maintains the highest rate throughout the analysis period, 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.
Claims by local telephone:
The local telephone companies present in the month of October 2021 a rate of 6.6 claims per 10,000 lines, a decrease of 53% compared to October 2020.
Movistar is the company with the highest rate in the entire period (11.4) and although it decreased by 48% remains above the total rate. follow him VTR (4.8), Entel (3.2), Claro (2.2) and GTD (1.3).
Claims by fixed Internet:
Fixed Internet companies have a rate of 4.3 complaints per 10,000 connections in October 2021, what corresponds to a 55% decrease compared to October 2020 (9.4).
All companies decreased the rate of complaints significantly. Movistar presents a rate of 7.8. It is followed by VTR (4.4), Entel (2.9), Mundo (2.7), Claro (1.8).
Claims for Pay TV:
Pay TV companies present a rate of 2.6 complaints per 10,000 subscribers in October 2021, a decrease in 47% compared to October 2020.
All the concessionaires decreased the claim rate significantly.
Movistar presents a rate of 5.4 in the period. They are followed by VTR (3.5), Entel (3.4), Mundo (2.8), Claro (1.2), GTD (0.7) and DirecTV (0.5).