Press Release

Movistar registers the highest incidence of complaints in the mobile service and fixed internet service in the first half of 2022

Bnamericas Published: Thursday, November 03, 2022

This is a machine translation of Osiptel's press release

A total of 1,182,977 claims were filed by users of telecommunications services with the operating companies during the first half of the year, which meant an increase of 54.81% compared to what was reported in the same period of the previous year, reported the Agency Supervisor of Private Investment in Telecommunications (OSIPTEL).

Movistar was the company that concentrated the largest number of claims filed, with 864,970, equivalent to 73.12% of the total. At a considerable distance, Claro, with 154,139 claims (13.03%) and Entel, with 89,686 (7.58%) were located. Meanwhile, Bitel and DirecTV registered 23,184 (1.96%) and 9,960 (0.84%) claims, respectively, while other companies registered 41,038 claims (3.47%).  

Chart, Waterfall chart Description generated automatically

Movistar with the highest incidence of claims

According to the data published in the User Information Portal , the claims for the mobile telephone service were the majority, reaching 54.06% of the claims presented by the users before the operating companies. On the other hand, the claims for the fixed telephony service represented 32.04%; fixed internet access, 7.78%; pay television, 5.60% and packaged services 0.52%.

According to the analysis of the Directorate of Attention and Protection to the User of OSIPTEL on the incidence of complaints in the mobile service, Movistar has the lowest performance among the operating companies, registering 16.9 complaints for every 1,000 mobile lines. Meanwhile, at the other extreme was Bitel, which only filed 4.2 claims for every 1,000 mobile lines.

In the fixed internet service, Movistar also registered the lowest performance in the incidence of complaints in the first half of the year, registering 16 complaints for every 1,000 connections. While WOW Tel presented only 2 claims for every 1000 connections.

Satisfaction and fidelity in the mobile service

Users have the right to file a claim if they are not satisfied with their public telecommunications service. The higher incidence of inconveniences or problems with the services, as well as inadequate attention to claims, influence user satisfaction and their level of loyalty with their operating company.

According to the 2021 User Satisfaction Study, Movistar is the only operator whose level of satisfaction of its users with the mobile service is well below 50%. Only 40% of its users are satisfied with their mobile service. Meanwhile, 58% of Entel and Bitel users and 48% of Claro are satisfied with their mobile service.

The same study showed that, in 2021, only 38% and 49% of Movistar and Claro users, respectively, would contract the mobile service with these companies again, being the only mobile operators whose user loyalty is below of 50%. Meanwhile, 53% of Entel and Bitel users would contract the mobile service with these companies again.

To learn more about the performance of public telecommunications service operators, go to the OSIPTEL Observatory, through the following link:

Lima, November 02, 2022

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