12/22/2011

Cellular Quality

Cellular Quality Complaints Performance

In this page: Keeps track of Mobile Telephony complaints in Anatel. Source: Anatel.

Complaints per 1000 subscribers in Anatel (2011)

 

Ranking of claims in Anatel's Attendance Center in 2011.

 

Operators	Jan/11	Feb/11	Mar/11	Apr/11	May/11	Jun/11	Jul/11	Aug/11	Sep/11	Oct/11
Oi	0.381	0.348	0.312	0.285	0.390	0.401	0.461	0.494	0.440	0.493
Claro	0.342	0.306	0.315	0.283	0.327	0.330	0.326	0.379	0.347	0.394
TIM	0.483	0.446	0.424	0.381	0.505	0.402	0.383	0.373	0.320	0.321
Vivo	0.202	0.180	0.213	0.170	0.214	0.193	0.229	0.261	0.217	0.265
CTBC	0.281	0.227	0.215	0.161	0.240	0.196	0.177	0.147	0.149	0.190
Sercomtel	0.101	0.100	0.050	0.037	0.061	0.062	0.000	0.118	0.039	0.013
Aeiou	0.212	0.432	0.386	-	0.343	-	-	-	-	-

 

 

 

Complaints per 1000 subscribers in Anatel (Quarterly)

 

Ranking of claims in Anatel's Attendance Center in 2010.

 

Operators	1Q10	2Q10	3Q10	4Q10	1Q11	2Q11	3Q11
Oi	0.406	0.411	0.402	0.378	0.346	0.359	0.465
Tim	0.354	0.379	0.393	0.424	0.451	0.429	0.363
Claro	0.392	0.417	0.321	0.300	0.321	0.314	0.347
Vivo	0.221	0.244	0.263	0.211	0.198	0.192	0.236
CTBC	0.294	0.234	0.295	0.204	0.240	0.199	0.158
Sercomtel	0.097	0.071	0.027	0.034	0.084	0.054	0.052
Aeiou	0.524	0.296	0.230	0.236	0.348	-	-

 

 

 

Complaints per 1000 subscribers in Anatel (Annual)

 

Ranking of claims in Anatel's Attendance Center by year.

 

Operators	2009	2010
Tim	0.361	0.381
Oi	0.479	0.394
Claro	0.373	0.351
Vivo	0.207	0.234
Aeiou	0.396	0.328
CTBC	0.212	0.253
Sercomtel	0.142	0.057

 

 

 

Complaints in Anatel per Cause (Monthly)

 

The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2011.

 

Causes	Jan/11	Feb/11	Mar/11	Apr/11	May/11	Jun/11	Jul/11	Aug/11	Sep/11	Oct/11
Charging	43.8%	43.2%	44.1%	43.3%	43.7%	42.4%	42.7%	41.7%	39.4%	39.9%
Attendance	8.0%	7.8%	7.7%	7.1%	7.3%	8.3%	8.3%	8.1%	8.0%	9.4%
Additional services	9.1%	8.4%	8.3%	8.0%	7.9%	8.0%	8.3%	9.0%	8.8%	9.0%
Service Plans	4.5%	4.7%	4.7%	5.1%	5.4%	5.6%	5.9%	5.3%	5.6%	6.0%
Promotions	4.3%	4.8%	4.2%	4.8%	4.0%	3.7%	3.8%	4.3%	4.7%	5.2%
Cancellation	4.6%	5.0%	5.1%	5.1%	5.7%	5.3%	5.5%	5.3%	5.1%	5.2%
Repair	4.6%	4.7%	4.6%	4.7%	4.5%	4.7%	4.5%	4.5%	5.1%	4.9%
License	4.5%	4.4%	4.2%	4.1%	4.2%	4.4%	4.3%	4.6%	4.7%	4.1%
Lock	4.1%	3.9%	3.9%	4.1%	3.4%	3.9%	3.9%	4.0%	4.1%	3.5%
Access Code	-	-	3.0%	3.2%	3.4%	3.4%	3.1%	3.5%	3.8%	2.8%
Unlock	3.0%	2.9%	-	-	-	-	-	-	-	-
Other reasons	9.6%	10.1%	10.2%	10.5%	10.4%	10.4%	9.6%	9.7%	10.7%	10.1%
Total	70,590	64,906	65,673	58,578	75,478	69,896	74,322	81,497	72,493	82,243

 

 

Complaints in Anatel per Cause (Quarterly)

 

The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2010.

 

Causes	1Q10	2Q10	3Q10	4Q10	1Q11	2Q11	3Q11
Charging	36.2%	36.8%	41.5%	41.4%	43.7%	43.1%	41.3%
Additional services	9.2%	9.0%	8.7%	8.9%	8.6%	8.0%	8.7%
Attendance	12.6%	12.5%	11.7%	9.7%	7.9%	7.6%	8.1%
Service Plans	4.6%	4.1%	4.3%	4.3%	4.6%	5.4%	5.6%
Cancellation	5.5%	4.1%	3.8%	4.2%	4.9%	5.4%	5.3%
Repair	5.3%	4.2%	4.1%	4.8%	4.7%	4.6%	4.7%
License	0.0%	1.0%	2.0%	3.9%	4.4%	4.3%	4.5%
Promotions	4.9%	5.2%	4.6%	4.8%	4.4%	4.1%	4.3%
Lock	4.3%	4.1%	4.0%	4.3%	4.0%	3.8%	4.0%
Access Code	3.1%	1.9%	1.0%	-	1.0%	3.3%	3.5%
Unlock	4.5%	7.6%	4.3%	2.4%	2.0%	-	-
Prepaid Card	-	-	-	1.2%	-	-	-
Other reasons	9.8%	9.4%	9.9%	10.0%	10.0%	10.4%	10.0%
Total	177,967	194,450	191,589	184,366	201,169	203,952	228,312

 

 

 

Complaints in Anatel per Cause (Annual)

 

The following bellow presents the ranking of claims sent to of Anatel's Attendance Center in 2009.

 

Causes	2009	2010
Charging	33.0%	39.0%
Other Causes	9.6%	9.7%
Attendance	14.6%	11.6%
Additional Services	11.9%	9.0%
Repair	4.3%	4.6%
Promotions	8.1%	4.9%
Lock	3.9%	4.2%
Service Plans	3.8%	4.3%
Cancellation	3.9%	4.4%
License	2.6%	1.8%
Unlock	3.8%	4.7%
Access Code	0.6%	1.5%
Prepaid Card	-	0.3%
Total	670,660	754,471

 

 

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