Sat, May 25, 2013 - Page 4 News List

Report sheds light on telecom complaints

CONSUMER WOES:The National Communications Commission received 1,695 complaints until March this year, 85 percent of which were about mobile services

By Shelley Shan  /  Staff reporter

Taiwan Mobile received the most complaints about the communication quality of its mobile phone services in the first quarter this year, while complaints about Chunghwa Telecom were mostly over its service plans, a report by the National Communications Commission yesterday showed.

It was the first time that the commission ranked the services offered by the nation’s telecom carriers based on the number and types of complaints received from consumers.

The commission’s statistics showed that the commission received 1,695 complaints from consumers from January to March. About 85 percent were about mobile communication services, while 13.5 percent were about fixed-line services.

Only about 1 percent of the complaints were filed against Tier-II telecom carriers, which offer services by leasing facilities from Tier-I operators.

Of the complaints about mobile communications, 32 percent were directed at services offered by Taiwan Mobile, followed by Chunghwa Telecom at 25 percent and Far EasTone Telecommunications at 21 percent.

Further analysis of complaints about mobile communications showed that approximately 38 percent were related to poor communication quality or Internet connection, while problems with applications, changes in telecom services or the renewal of contracts accounted for 9 percent.

Complaints about service plans and billing information accounted for 8 percent each.

The commission found that 30 percent of complaints about communication quality were filed against Taiwan Mobile and 26 percent of complaints about service changes or renewal of contracts were made against Far EasTone Telecommunications.

In terms of problems with service plans, 50 percent of the complaints in the category were filed against Chunghwa Telecom.

Liang Wen-hsing (梁溫馨), a specialist at the commission’s operations management department, said a fire at Chief Telecom’s (是方電訊) data center at the end of February, which caused outages in Internet access for its corporate clients, might have explained why Taiwan Mobile scored poorly in terms of communication quality or Internet connection.

“The impact wrought by the incident carried over from the end of February to March,” Liang said.

Last year, the commission received 2,701 complaints related to telecom services.

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