Customer service

Customer service complaint issues are mostly recorded as secondary issues to primary complaints. For example, a primary complaint may include a problem with a bill or a delay in rectifying a fault or connecting a service, and may include a secondary issue about poor customer service.

Customer service complaint issues increased by 72% during 2008/09 with the main areas of complaint raised with us by consumers being:

• service providers giving incorrect, inadequate or inconsistent advice. This has consistently remained the highest category of customer service complaint issue over the past three years
• service providers failing to action consumers’ requests; for example, the cancellation of a service, updating address details or changing plans
• consumers being unable to contact their service providers or having to wait a long time before being able to speak with someone.

Customer service issues by category

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