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This Wednesday the National Consumer Service (Sernac) and the Undersecretariat of Telecommunications (Subtel) presented a claims ranking, which analyzed the behavior of the telecommunications market, mainly in the context of a pandemic.
This analysis included the complaints received by both institutions during the first semester of this year, which were compared with the same period of the previous year.
During the first half of this year, they received 108,787 claims by users. This figure is a 85% mayor in comparison with what was registered during the same period of 2019 when 58,811 complaints were received.
In this line, of the total complaints received, 64% of the complaints were responded favorably by the companies, that is, four points more than in 2019.
Most demanded services
A 31.7% of claims are for problems in mobile phone services; while 27% for fixed multi-services and 19% for fixed Internet.
However, when analyzing the claims for telecommunications services, it can be seen that they all increased during the first half of 2020 compared to the same period last year, highlighting fixed Internet and fixed multiservices, with 186% and 141% of growth, respectively.
When the reasons for the claims are analyzed, it is verified that the principal in fixed services is “Technical quality and / or service problems”, while in mobile services it is “customer service and / or information”.
Another aspect to highlight is that, unlike last year, this year fixed services exceeded mobile claims by almost 13,000.
In order to classify all companies under the same standard, the ranking considered the claims rate of both institutions associated with 10,000 subscribers, connections or lines, as appropriate to each service.
Fixed multi-services
In fixed multi-services (packs), the global claims rate for the first half of 2020 was 31.3 claims per 10,000 lines.
The company that presented the largest increase in its claims rate was VTR, with an increase of 31.9 points. On the other hand, Movistar and Clear they presented increases of 20.6 and 10.2 points, respectively.
Fixed internet
On the fixed Internet, the global complaint rate for the first half of 2020 was 11.1 complaints per 10,000 connections
The company that had the largest increase in its claims rate was VTR, with an increase of 10.1 points compared to the first semester of 2019; followed by Movistar, with 7.1.
Fixed telephony
In fixed telephony, the global claim rate for the first half of 2020 was 4.8 claims per 10,000 local telephone lines.
The company that had a The biggest increase in its claims rate was Movistar, with an increase of 2.6 points; followed by Entel, with 1.3.
On the other hand, Mundo Pacífico presented the biggest drop in its claims rate, with a decrease of 3.6 points compared to 2019.
Pay TV
In pay television, the global claim rate for the first half of 2020 was 3.1 claims per 10,000 subscribers, 0.9 points more than 2019.
Companies that had a greatest increase in their claims rate were Claro, with an increase of 1.6 points; and DirecTV, with an increase of 1.2 points.
Mobile Internet
In mobile Internet, the global complaint rate for the first half of 2020 was 0.32 complaints per 10,000 connections.
The companies that had a greater increase in their claims rate were VTR, with an increase of 0.47 points; then Entel, with an increase of 0.19 points.
Mobile telephony
In mobile telephony, the global claims rate during the first half of 2020 was 2.6 claims per 10,000 subscribers.
The companies that had the greatest increase in their claims rate were VTR, with an increase of 2.7 points compared to the first semester of 2019; followed by Entel, with an increase of 1.9 points.
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