Consumer complaints vs.telcos jump year on year

CONSUMER complaints against telecom companies last year jumped from a year ago, according to the National Telecommunications Commission (NTC).

Data from NTC showed complaints lodged against telcos rose by 75 percent to 1,069 last year from 610 in 2006. Of the total number of complaints last year, 98 percent were resolved.

The regulator said subscriber complaints against the Philippine Long Distance Telephone Co. (PLDT) topped those leveled against other telcos at 562, of which unit Smart Communications Inc. had 362 complaints and the parent firm another 200.

Digital Telecommunications Philippines Inc. (Digitel) and unit Sun Cellular followed with a combined 325 complaints, while subscribers of Globe Telecom Inc. lodged 182 complaints.

The complaints ranged from erroneous billing to poor service, vanishing pre-paid load credits, digital subscriber line (DSL) connection difficulties, WiFi problems, e-load issues, spam text messages, and misleading promos.

Poor Internet connections comprised 34 percent of the total complaints received by telcos. Disputed bills made up 16 percent; vanishing loads, 14 percent; unsolicited text messages, 11 percent; e-load problems, 3 percent; misleading promo, 6 percent and poor service, 10 percent.

The NTC said the number of complaints on unsolicited text messages filed by Smart subscribers stood at 116; against vanishing load, 19; disputed billings, 12; the telco’s 258 promo, 11; Smart WiFi/Bro, 153; and misleading promo, 50. Of the total number of complaints, 99 percent were resolved.

PLDT’s subscribers complaining about their bills stood at 68, while those with issues against DSL connections numbered 107.

Digitel and Sun Cellular subscribers complained of poor service at 111; vanishing prepaid load, 48; and erroneous billing, 71. Of the 325 complaints, 324 were resolved.

Globe’s subscribers complaining of poor Internet/broadband performance numbered 68; disputed bills, 24; lost credit, 24; unlimited text, 14; auto load, 20; spam text messages, 4; and others, 28. Of the total number of complaints, 98 percent were resolved.

The NTC earlier approved a circular on consumer protection aimed at addressing widespread complaints and promoting consumer welfare.

The circular covers all broadcast and public telecommunications entities including value added service and content providers and cable operators.

The regulator also plans to impose higher fines to eliminate spam text messages, which are unsolicited and unwanted commercial and promotional advertisements and surveys.

Last year, the regulator had penalized Globe and its content providers Information Gateway Inc. and Paysetter International Inc., as well as Smart and Entrainment Gateway Group for violation of rules and regulations on spam, as provided for in Memorandum Circular 03-03-2005-A. –Darwin G. Amojelar, Reporter, Manila Times