Comreg Consumer Line Statistics Q4 2016 – 1 October 2016 to 31 December 2016

Internal Use Only

ComReg Consumer Line Statistics Q4 2016 – 1 October 2016 to 31 December 2016

Information Notice Reference: ComReg 17/24 Version: Draft Date: 31/03/2017

An Coimisiún um Rialáil Cumarsáide Commission for Communications Regulation Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 Ireland Telephone +353 1 804 9600 Fax +353 1 804 9680 Email [email protected] Web www.comreg.ie ComReg Consumer Line Statistics ComReg 17/24

1 Executive Summary

1. The Commission for Communications Regulation (“ComReg”) is responsible for regulating the electronic communications sector (telecommunications, radio communications and broadcasting transmission), premium rate services and the postal sector. It is the responsibility of ComReg to inform and protect consumers, encourage innovation and to facilitate competition.

2. ComReg publishes quarterly statistics in respect of the issues raised by consumers who contact our Consumer Line 1 . This publication reflects the period from 1 October 2016 to 31 December 2016. All incidences of consumers contacting ComReg's Consumer Line were logged and the individual issue recorded under one of the main categories as set out in Annex 2.

3. In Q4 2016 a total of 6,642 issues were raised by residential and business customers to ComReg’s Consumer Line. The trend in Figure 1 shows that, compared with Q3 2016, there was a overall increase of 22% in the number of issues. The notable increase is attributed to the volume of PRS issues that increased by 70% from 1,827 in Q2 2016 to 3,110 in Q4 2016.

Issues Logged Q3 2016 v Q4 2016 7000

6000

5000 3110 1827 4000 357 309 3000

2000 3262 3223 1000

0 Q3 2016 Q4 2016

ECS Not For ComReg PRS

1 Annex 1 sets out the various ways in which ComReg’s Consumer Line can be contacted. Page 2 of 17 ComReg Consumer Line Statistics ComReg 17/24

Figure 1: ECS (inc. Not for ComReg) and PRS issues reported to ComReg in Q4 2016 6,642 compared with Q3 2016 5,446

4. Figure 2 shows the breakdown by classification for the 6,642 issues raised with the Consumer Line in Q4 2016, this compares to 5,446 issues for the previous period, Q3 2016. .

There was a minor reduction of 2% in ECS issues raised with the Consumer Line, however the trend of top ECS issues by classification type continued to show billing, service issues and contractual matters as the top 3 categories.

Issues Logged by Classification Q3 2016 v Q4 2016 3500

Q4 3110

3000

2500

2000 Q3 1827

1500

Q4 1108 Q3 1022 1000 Q3 920 Q4 804 Q3 710 Q4 635

500 Q3 357 Q4 309 Q3 233 Q4 267 Q3 184 Q4 168 Q3 97 Q4 121 Q3 96 Q4 120

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Figure 2: Breakdown of Q3 2016 v Q4 2016 issues by classification

5. In Figure 3 the number of PRS issues raised to the Consumer Line is split further by ECS Provider (where PRS issues raised to the consumer line by ECS Providers’ customers was in excess of 100 issues). As previously noted, PRS issues raised with ComReg’s Consumer Line has increased from 1,827 in Q3 2016 to 3,110 in Q4 2016. In instances where consumers contact ComReg’s Consumer Line via email, information pertaining to the consumer’s ECS Provider is not always apparent and, as such, the ECS Provider in such instances is recorded as “unknown”. This matter has been aggravated by the increase in PRS contacts to ComReg. ComReg has since put in place a mechanism to capture details of the PRS network provider in the majority of PRS cases.

Figure 3: Breakdown of Q3 2016 v Q4 2016 PRS issues by ECS Service Provider

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6. The current ratio of total (ECS and PRS) complaints to queries is 21.3% to 78.7%.

All Issues Logged Q4 2016 - Complaint v Query

1418 (Q3 = 21.3%) (21.3%)

5224 (78.7%)

(Q3 = 78.7%)

Complaint Query

Figure 4: Breakdown between complaints and queries for Q4 2016 for all issues

7. The current ratio of complaints to queries for ECS is 32% which is an increase from 27% in Q3 whereas the ration of complaints for PRS despite the large increase in issues has increased only slightly to 10% (9% in Q3).

PRS and ECS - Complaint vs Query 7000 302 6000 173 5000 2808 1654 4000

3000 986 1116

2000

2633 2416 1000

0 Q3 2016 Q4 2016

ECS Query ECS Complaint PRS Query PRS Complaint

Figure 5: Breakdown between complaints and queries for Q3 and Q4 2016 for ECS and PRS issues

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8. The number of ECS complaints as a proportion of the total ECS issues logged by ComReg’s Consumer Line has increased from 27.7% in Q1 2016 to 31.6% in Q4 2016.

ECS Complaint v Query by Quarter 1 Jan 2016 - 31 Dec 2016 120.00%

100.00%

27.70% 28.20% 27.20% 31.60% 80.00%

60.00%

40.00% 72.30% 71.80% 72.80% 68.40%

20.00%

0.00% Q1 2016 (4.7k) Q2 2016 (3.8k) Q3 2016 (3.6k) Q4 2016 (3.5k)

Query Complaint

Figure 6: Split of ECS Issues (Complaints / Queries) by Quarter from 1 January 2016 to 31 December 2016

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9. The number of complaints in proportion to all other types of issues raised by Service Providers’ customers with the Consumer Line in Q4 2016 is set out in Figure 7.

ECS Complaint v Query by Service Provider 1000

900

800

403 700

600

500

400 161

300 119 543 141 95

200 323 44 41 233 100 197 220 123 118

0 British Sky Eir Virgin Media Vodafone at Home Eir Mobile/Meteor Three Ireland Vodafone Mobile Broadcasting Ltd Ireland Ltd (Fixed) (Mobile)

Query Complaint

Figure 7: Split of ECS Issues - Complaints / Other Queries for Q4 2016

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10. The number of complaints per 1000 subscribers by service provider for Q4 2016 compared with Q3 2016 is set out in Figure 8.

ECS Complaints per 1000 Subscribers Q3 v Q4 2016 0.8

0.7 0.68

0.6 0.51 0.52 0.5

0.4

0.3 0.28 0.24 0.21 0.2 0.12 0.12 0.13 0.1 0.09 0.1 0.08 0.04 0.04

0 British Sky Eir Virgin Media Vodafone at Eir Three Ireland Vodafone Mobile Broadcasting Ltd Ireland Ltd (Fixed) Home Mobile/Meteor (Mobile)

Q3 Q4

Figure 8: ECS complaints per 1000 subscribers Q3 vs Q4 2016

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11. The top ECS mobile issues raised to ComReg in Q4 2016 compared to Q3 2016, per mobile service provider, are set out in Figures 9-11 below.

Eir Mobile/Meteor Q3 2016 v Q4 2016 400

350 49 300 34

250 57 61

200 76 72 150

100 149 156 50

0 Q3 (316) Q4 (338)

Billing Contractual Matters Service Issues All Other Classifications

Figure 9: Split of ECS Issues by classification for Eir Mobile/Meteor Q3 vs Q4 2016

Three Ireland (Mobile) Q3 2016 v Q4 2016 600 28 500 52 400 327 210 300

200 52 55

100 153 167

0 Q3 (560) Q4 (484)

Billing Contractual Matters Service Issues All Other Classifications

Figure 10: Split of ECS Issues by classification for Three Ireland (Mobile) Q3 vs Q4 2016 Page 9 of 17 ComReg Consumer Line Statistics ComReg 17/24

Vodafone Mobile Q3 2016 v Q4 2016 350

300 64 250 32 43 53 200 42 85 150

100 149 123 50

0 Q3 (276) Q4 (315)

Billing Contractual Matters Service Issues All Other Classifications

Figure 11: Split of ECS Issues by classification for Vodafone Mobile Q3 vs Q4 2016

12. Figure 12 shows the split within mobile service issues recorded by the Consumer Line for mobile coverage versus all other service issues as follows:

Service Issues Q3 v Q4 2016 - Split by Mobile Coverage and Other Service Issues 350

300

250 147

200 77 150

100 180 133 50 26 30 26 20 31 31 27 23 0 Eir Eir Three Ireland Three Ireland Vodafone MobileVodafone Mobile Mobile/Meteor Mobile/Meteor (Mobile) Q3 (Mobile) Q4 Q3 Q4 Q3 Q4

Mobile Coverage Other Service Issues

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Figure 12: Split of ECS Service Issues by Mobile service provider for Q3 v Q4 2016

13. Figure 13 below shows the number of mobile coverage issues reported by consumers to ComReg per 1,000 subscribers for each of the three mobile service providers listed for Q4 2016 compared with Q3 2016.

Mobile Coverage Issues per 1000 Subcribers Q3 v Q4 2016 0.1 0.09 0.09

0.08

0.07 0.06 0.06

0.05

0.04 0.03 0.03 0.03

0.02 0.01 0.01 0.01

0 Eir Mobile/Meteor Three Ireland (Mobile) Vodafone Mobile

Q3 Q4

Figure 13: Mobile Coverage Issues per 1000 subscribers Q3 v Q4 2016

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14. The top ECS issues recorded by ComReg’s Consumer Line from all issues recorded excluding mobile is set out in Figure 14-17. The Service Providers listed are only those where the total number of new issues raised in Q4 2016 were in excess of 100.

British Sky Broadcasting Ltd 180 4 160 10 140 6 34 120 15 100 35 50 80 60 22 32 40 18 20 32 37 0 Q3 (128) Q4 (167)

Billing Contractual Matters Service Issues Switching/Number Portability Installation Issues All Other Classifications Figure 14: Split of ECS Issues by classification for British Sky Broadcasting Ltd Q3 vs Q4 2016

Eir Q3 2016 v Q4 2016 1200

1000 49 52 56 75 75 800 209 66 202 600

332 200 400

200 312 347

0 Q3 (1029) Q4 (946)

Billing Contractual Matters Service Issues Switching/Number Portability Installation Issues All Other Classifications Figure 15: Split of ECS Issues by classification for Eir Q3 vs Q4 2016

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Virgin Media Ireland (Fixed) Q3 2016 v Q4 2016 180 160 13 8 7 140 2 13 26 1 21 120 100 68 80 67 60 40 53 20 50 0 Q3 (170) Q4 (159)

Billing Contractual Matters Service Issues Switching/Number Portability Installation Issues All Other Classifications

Figure 16: Split of ECS Issues by classification for Virgin Media Ireland (Fixed) Q3 vs Q4 2016

Vodafone at Home Q3 2016 v Q4 2016 400

350 11 22 300 11 52 17 250 41 107 200 100 150 61 100 56 50 99 61 0 Q3 (286) Q4 (352)

Billing Contractual Matters Service Issues Switching/Number Portability Installation Issues All Other Classifications

Figure 17: Split of ECS Issues by classification for Vodafone at Home Q3 vs Q4 2016

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Annex 1: ComReg Consumer Line Contact Details

Consumer Queries and Complaints - Landline, Mobile, Broadband

You can contact us in a variety of ways:

• Call

o Business Issues at 01 804 9707 o All other Consumers issues 01 804 9668

• Fax: +353 1 8049680

• Text so we can call you back - Send a text with the word COMREG to 51500 (standard SMS rates apply*) to receive a call back

• Text so we can text you back - Send a text with the word ASKCOMREG to 51500 (standard SMS rates apply*) outlining the issue you need assistance with and we will respond to you by text. IMPORTANT - Please use keyword ASKCOMREG in all text messages, including replies.

• Online complaint form - Complaint/query form on http://www.comreg.ie/queries- complaints/

• Email

o Business Issues - [email protected] o All other Consumer Issues - [email protected]

• Post: Consumer Line, Commission for Communications Regulation, FREEPOST, Block DEF, Abbey Court, Irish Life Centre, Lower Abbey Street, Dublin 1.

*The message will be charged at the standard text rate which is 7 cent – 14 cent depending on the operator. If you have any problems with the service please let us know at 01 804 9668 or 1890 229 668

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Annex 2: Classification Index

Billing & Disputed Charges includes:

 Disputed Charges  Invoice Issues  Disputed Data Charges  Refund / Credit Issue  Disputed Roaming Charges  Billing & Disputed Charges Other  Disputed PBX Hacking Charges

Contractual Matters includes:  Cancellation Penalties  Contract Not Provided  Cooling Off Period  Contract Termination Request  ‘Unlimited’ / Fair Usage  Misleading Sales  Contractual duration  Pricing Transparency  Contract Change Notification  Terms and Conditions:  Contractual Other

Customer Service includes:

 Difficulty Accessing Customer Service  Inadequate Response  Failure to Respond  Customer Service Other

Installation Issues includes:

 Delay in Installation  Works Approval Required  Missed Appointment  Installation Other  USO Threshold Issue

Service Issues includes:

 Broadband Speeds  Quality of Service  Interference  Service Availability  Loss of Service  Service Other  Mobile Coverage

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Switching & Number Portability includes:

 Delay Switching  Switching Blocked  New Tenant Process  UAN Issues  Number Loss  Unsolicited Service (Slamming)  Operator Unknown  Switching Other

Not for ComReg includes:

 Issues relevant to ASAI  Issues relevant to DPC  Issues relevant to BAI  TV issues  Issues relevant to CCPC  Not for ComReg Other  Issues relevant to DCENR

Other includes:  NDD Listing issue  Public Pay phones  Accessibility  Scams  Directory Enquiries Issue  Unsolicited Communications  ECAS  Consumer Care Other  General Information Request  Net Neutrality

ComReg not Consumer Care includes:  Media Query  Spectrum Query  Authorisations / Licensing  ComReg not Consumer Care  Industry Query Other  Legal Query  Market Analysis / Statistics

Premium Rate Services (PRS) includes:  Unknown Short Code  Content or Service Not Received  Denial / Does Not Recall Engaging  PRS Provider Customer Service with PRS (incl. Subscriptions)  General PRS Query  Subscription by a Minor  PRS Other  Difficulty Unsubscribing  General Request to Unsubscribe

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Disclaimer

The Commission for Communications Regulation (“ComReg”) receives queries and complaints on many types of consumer issues in the sector. It should be noted however that ComReg does not have legal powers of enforcement in relation to all types of consumer queries or complaints that it receives. Accordingly, this notice is for information purposes only and should not be construed as meaning that ComReg can or is bound to take enforcement action against any service provider in respect of an individual query or complaint.

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