Today, ANCOM published some interesting information regarding the complaints submitted by the clients of the mobile telephony services regarding the relationship they had with the telecom operators in our country. ANCOM claims that it received 3.593 complaints from users of electronic and postal communications services in Romania, 25% more compared to last year, and most of them are for mobile phone operators.
78% of the complaints came for mobile phone operators, and most of them are related to the contractual relationship between the customer and the service provider. Inappropriate invoices represent 20% of the total complaints made against telecom operators, the termination of contracts amounted to another 11 percent, while the performance of long-distance contracts represented 7 percent of the total, according to data from ANCOM.
Romania: The operator with the most complaints from customers
The porting of phone numbers was another significant problem, 17% of the complaints being made for this reason, and 8% of them had in mind the mobile phone services offered for roaming. Among all operators, Vodafone collected 21% of the complaints, the mobile division of Telekom 19%, the fixed 15%, Digi Mobil 14% and Orange 12%, so the big loser in this whole equation is Telekom, but that was to be expected.
"The contractual relationship with the provider of electronic communications services is the subject of most complaints that have reached the Authority, whether it is about non-compliance with the contract, incorrect invoicing or the way of concluding distance contracts. According to its competences, ANCOM verifies whether the suppliers include the information required by law in the contracts concluded with the users, as well as whether the conditions for concluding distance contracts are respected."
Telekom collected, with both fixed and mobile services divisions, 34% of the total complaints submitted by Romanians regarding these services, so a third of the total, and this shows the big problem of the operator in Romania. It is also surprising that Vodafone has collected so many complaints, but discussion forums in Romania abound with stories of inflated invoices from both operators, plus many other major problems, and those from ANCOM confirm how serious the problem is.
Digi Mobil and Orange have the fewest complaints, and this is an impressive achievement, but since Orange has 10 million customers, compared to Digi, which has fewer, it is not Orange that has the advantage.
