Charging and repair are the main reasons of complaints
Anatel received 593 thousand complaints from January to April 2011. The growth in the number of complaints over the same period of 2010 reached 11.7%, it was smaller than the growth in the number of accesses (15.4%).
Charging, repair, performance with users and installation are the main reasons of complaining for Anatel (67%). Note that, usually, the client complains for Anatel after not having a quick solution for a problem through the operator.
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Charging was the main reason for complaints in mobile telephony (43.6%) and was the second reason in other telecom services. Due to the complexity of the service plans and telephone bills clients often have doubts about the values charged. On the other hand, the billing systems have difficulties to keep up with promotions and the variety of values what drive to mistakes on charging.
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For Telefonica's fixed, broadband and pay TV services, the main reason of complaints is repair what can indicate the necessity of improvements in the quality of the physical network. In this aspect cellular has advantage because it doesn't have a physical network until the users' house. Repair represented 4.7% of the reasons for complaints in mobile segment in the period considered and installation didn't appear as a reason.
The performance with users, despite of having a smaller participation in complaints by service, it still generates a great quantity of complaints mainly in cellular and pay TV.
Cellular has a bigger accesses base in comparison with other telecom services and that's why mobile telephony has most of the complaints.
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But it's the service holding the smallest number of complaints by access.
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From January to April 2011, an average of 0.03% of the mobile accesses presented any complaint along the month. In fixed telephony and broadband (SCM) this percentage was four times bigger (0.12%).
In the first four months of the year, Tim showed a month average of 0.04% complaints by mobile access, more than the cellular average. Oi and Claro stayed in the average (0.03%) and Vivo hit 0.02%.
In fixed telephony, Telefonica (0.18%) and Oi (0.13%) stayed above the service month average, Embratel stayed in the average (0.12%) and GVT was below the average of complaints by access (0.07%).
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