Internet speed, customer service top complaints list
Maltese communication services users complain heavily on the download speed of the access provided by their internet service provider (ISP) and the number of their complaints on poor customer service is on the rise, according to the Malta...
Maltese communication services users complain heavily on the download speed of the access provided by their internet service provider (ISP) and the number of their complaints on poor customer service is on the rise, according to the Malta Communications Authority (MCA).
The Authority has just published its first quarterly report on the complaints and enquiries it has received between January and March this year.
Residential consumers raised approximately 85 per cent of complaints and the remaining 15 per cent were raised by small- and medium-sized enterprises.
The report clearly reveals the dissatisfaction with the quality of internet access services, with 45 per cent of complaints related to internet use. The second most common complaint is about the postal services (15 per cent), followed by fixed-line telephony (12 per cent), TV (10 per cent), mobile telephony (eight per cent) and bundling offers (five per cent).
A breakdown of the nature of the issues raised reveals once again a preponderance of complaints related to internet, with 25 per cent of complaints based on perceived poor download speeds. Inefficient service was raised in 20 per cent of cases, at par with perceived discriminatory offers and practices. Other complaints were related to migration from one provider to another (12 per cent), contractual issues (eight per cent), and billing (eight per cent).
In cases where the consumer had already exhausted the service provider's (SP) internal complaints handling procedures, but the MCA felt that the SP could take further action, the complaints were referred back to the SP to bring the matter to a satisfactory conclusion. The SP kept the MCA abreast of developments.
Some 10 per cent of complaints received during the first quarter of 2007 were referred to the Consumer and Competition Division as these do not fall under the remit of the MCA. Track of these complaints is however kept.
"The MCA is very appreciative of the collaborative approach that the undertakings in the sector have taken in this regard," the authority said in its report.
When commenting on the nature of the complaints, the authority said the largest percentage of consumer issues relate to internet broadband services.
"Most complaints related to customers experiencing slower download speeds, when measured by speed tests, then the internet service they had contracted for. Consumers often raised the question as to whether they should pay for a service that they are not getting to the full. Another issue brought to the attention of the MCA by consumers related to the occasional discrepancies between download speeds measured by the MCA's internet health monitoring system (IHMS) and by ISP's speed tests."
The MCA insisted the results of its IHMS provide a reasonably accurate indication of the speeds that the end-user would actually be experiencing but conceded there could be misunderstandings and promised to publish FAQs on the use of the IHMS, which is available free of charge at www.nethealth.net.mt
Complaints referring to the customer service provided by SPs generally arose due to customers' inability to get through to the SP over the phone and have his/her problems solved promptly.
"This generates frustration, especially if the SP does not administer a 'freephone' number and hence the customer feels that he/she is not only wasting time on the phone, but also incurring unnecessary costs. The number of consumers contacting MCA to complain against poor customer service has escalated in the last few months," the authority warned.
The new phenomenon of bundling different communication services together, which has led to what is termed as "multi-play", is having its negative effects too.
"Issues concerning perceived discrimination in relation to bundled offers are on the rise," the MCA said.
Users complained they could not benefit from offers because, for example, the bundle was unavailable in some geographic areas or tied to a particular payment scheme or a specific TV package.
In recent months i-Tech has reported on the new trend of bundling together internet, mobile phone, fixed-line telephony and digital TV services. These have been provided by either members of the Maltacom group or by allied Vodafone Malta and Melita Cable.
"The authority feels that the provision of clear and comprehensive information to consumers on the terms and conditions of special offers, ideally during the launch of the offer and in subsequent advertising, would go a long way towards lessening consumer dissatisfaction," it said in the report.
Insufficient awareness and understanding of the contract and associated terms and conditions by consumers has also given rise to various complaints, especially when the consumers were not aware of expenses to opt out of long-term agreements. The authority announced it will issue guidelines to consumers that they should follow prior to entering into contracts with SPs to reduce the number of such complaints.
As for billing-related complaints, the MCA said it was contacted on issues related to mobile call services, especially the cost of international roaming, and to raise concerns related to high prices and lack of tariff transparency.
International mobile roaming tariffs could be significantly lowered this summer if a European Commission initiative finds the necessary backing by the other EU institutions.
The Authority has just published its first quarterly report on the complaints and enquiries it has received between January and March this year.
Residential consumers raised approximately 85 per cent of complaints and the remaining 15 per cent were raised by small- and medium-sized enterprises.
The report clearly reveals the dissatisfaction with the quality of internet access services, with 45 per cent of complaints related to internet use. The second most common complaint is about the postal services (15 per cent), followed by fixed-line telephony (12 per cent), TV (10 per cent), mobile telephony (eight per cent) and bundling offers (five per cent).
A breakdown of the nature of the issues raised reveals once again a preponderance of complaints related to internet, with 25 per cent of complaints based on perceived poor download speeds. Inefficient service was raised in 20 per cent of cases, at par with perceived discriminatory offers and practices. Other complaints were related to migration from one provider to another (12 per cent), contractual issues (eight per cent), and billing (eight per cent).
In cases where the consumer had already exhausted the service provider's (SP) internal complaints handling procedures, but the MCA felt that the SP could take further action, the complaints were referred back to the SP to bring the matter to a satisfactory conclusion. The SP kept the MCA abreast of developments.
Some 10 per cent of complaints received during the first quarter of 2007 were referred to the Consumer and Competition Division as these do not fall under the remit of the MCA. Track of these complaints is however kept.
"The MCA is very appreciative of the collaborative approach that the undertakings in the sector have taken in this regard," the authority said in its report.
When commenting on the nature of the complaints, the authority said the largest percentage of consumer issues relate to internet broadband services.
"Most complaints related to customers experiencing slower download speeds, when measured by speed tests, then the internet service they had contracted for. Consumers often raised the question as to whether they should pay for a service that they are not getting to the full. Another issue brought to the attention of the MCA by consumers related to the occasional discrepancies between download speeds measured by the MCA's internet health monitoring system (IHMS) and by ISP's speed tests."
The MCA insisted the results of its IHMS provide a reasonably accurate indication of the speeds that the end-user would actually be experiencing but conceded there could be misunderstandings and promised to publish FAQs on the use of the IHMS, which is available free of charge at www.nethealth.net.mt
Complaints referring to the customer service provided by SPs generally arose due to customers' inability to get through to the SP over the phone and have his/her problems solved promptly.
"This generates frustration, especially if the SP does not administer a 'freephone' number and hence the customer feels that he/she is not only wasting time on the phone, but also incurring unnecessary costs. The number of consumers contacting MCA to complain against poor customer service has escalated in the last few months," the authority warned.
The new phenomenon of bundling different communication services together, which has led to what is termed as "multi-play", is having its negative effects too.
"Issues concerning perceived discrimination in relation to bundled offers are on the rise," the MCA said.
Users complained they could not benefit from offers because, for example, the bundle was unavailable in some geographic areas or tied to a particular payment scheme or a specific TV package.
In recent months i-Tech has reported on the new trend of bundling together internet, mobile phone, fixed-line telephony and digital TV services. These have been provided by either members of the Maltacom group or by allied Vodafone Malta and Melita Cable.
"The authority feels that the provision of clear and comprehensive information to consumers on the terms and conditions of special offers, ideally during the launch of the offer and in subsequent advertising, would go a long way towards lessening consumer dissatisfaction," it said in the report.
Insufficient awareness and understanding of the contract and associated terms and conditions by consumers has also given rise to various complaints, especially when the consumers were not aware of expenses to opt out of long-term agreements. The authority announced it will issue guidelines to consumers that they should follow prior to entering into contracts with SPs to reduce the number of such complaints.
As for billing-related complaints, the MCA said it was contacted on issues related to mobile call services, especially the cost of international roaming, and to raise concerns related to high prices and lack of tariff transparency.
International mobile roaming tariffs could be significantly lowered this summer if a European Commission initiative finds the necessary backing by the other EU institutions.