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Phone bills biggest cause of complaints to telecoms watchdog, report reveals

Phone companies topped the list for customer complaints in the latest report by the telecommunications and energy watchdog.

Digicel had the highest number of complaints about billing – the biggest grievance category reported to the Regulatory Authority – and One Communications led the pack in complaints in the technical, customer service and rates categories.

Marketing was fifth in the list of complaints, at 8.2 per cent, with Digicel logging most brickbats.

The RA published the statistics in its 2020-21 consumer complaints report that covered from last April to the end of March.

The watchdog said it had dealt with 181 complaints, disputes and inquiries.

Billing was responsible for 60 complaints, 33.1 per cent, and technical difficulties made up 39 complaints or 22.6 per cent, of the grievances.

Customer service totalled 36 complaints, 19.8 per cent, rates accounted for 31 gripes or 17.1 per cent and marketing attracted 15 complaints or 8.2 per cent.

The RA, which examines unresolved disputes between customers and providers that have not been settled inside 60 days, reported that it gave either consumer guidance or redirected customers to the company involved for 152 of the 181 complaints.

A total of 26 disputes were said to be “fully resolved”.

Two were referred to arbitration or adjudication and one was dismissed.

The two cases referred to legal authorities were one each for billing and for customer service.

Digicel attracted 22 of the 60 complaints about bills and BTC, a Digicel company, received 18, followed by One Communications, at 13.

Power firm Belco accounted for four billing complaints, followed by internet firms LiveNet with two and Bluewave with one.

One Communication sparked 17 of the 39 technical complaints, followed by Digicel with nine.

Digicel racked up most of the marketing complaints – 12 of the 15 reported.

The top Belco complaint fielded by the RA was for rates – eight out of 31 grievances.

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Published December 10, 2021 at 7:57 am (Updated December 10, 2021 at 7:46 am)

Phone bills biggest cause of complaints to telecoms watchdog, report reveals

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