Telecom Complaints in Colombia Fell 26.7% In The 2nd Half of 2024

The Communications Regulatory Commission (CRC) has presented a data flash on complaints in communications services, a detailed analysis of the behavior of requests, complaints, claims, and requests (PQRS) made by users of internet, telephony, subscription television, and postal services in Colombia during the fourth quarter of 2024.

This report consolidates key information to evaluate the quality of telecommunications (internet, telephony, and subscription television) and postal services, to know the level of user satisfaction as well as the problems and the main causes of non-conformity, as a key tool for the supervision and regulation of companies in the sector.

According to the analysis, during the second half of 2024, 2.01 million complaints were registered regarding telecommunications services, which represents a decrease of 26.7% compared to the same period in 2023 and an annual reduction of 32.9% compared to the total for 2023.

77.2% of the complaints were filed through traditional channels such as telephone lines and physical offices, while 22.8% were managed through digital means such as websites, social networks, and messaging applications.

The number of complaints per 100 accesses, for telecommunications services, was:

• Fixed internet: 3.16
• Mobile telephony: 0.3
• Subscription TV: 0.57
• Fixed telephony: 0.75
• Mobile internet: 0.3, the latter being the only one with an increase in complaints: +52% compared to the second half of 2023.

The main causes of disagreement identified were the unavailability of the service, errors in billing, and unjustified charges or discounts, common to all the services evaluated.

The report also analyzes the behavior of decisions in the different instances of attention, identifying that 78% of the PQRS were resolved in favor of users in the first instance, while 67% were resolved in a second instance, by the Superintendence of Industry and Commerce.

In terms of complaints in the postal service, during 2024, 103 million postal shipments were reported, of which 645,000 PQRS were generated, which is equivalent to 0.63% of the total shipments. The service with the highest number of complaints was express courier (95.5%), followed by mail (2.5%) and money orders (2%). The main typologies were requests for information (55.02%) and non-compliance with delivery times (22.38%).

“From the CRC, we will continue to monitor the behavior of complaints in the communications sector, to identify opportunities for improvement, strengthen the protection of users’ rights, and promote better quality in the provision of services,” said Claudia Ximena Bustamante, commissioner and executive director of the CRC.

Photo credit: albertoadan from Pixabay.