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By Darwin G. Amojelar, Reporter
CONSUMER complaints against telecom companies
last year jumped from a year ago, according to the National
Telecommunications Commission (NTC).
Data from NTC showed complaints lodged against
telcos rose by 75 percent to 1,069 last year from 610 in 2006. Of
the total number of complaints last year, 98 percent were resolved.
The regulator said subscriber complaints against
the Philippine Long Distance Telephone Co. (PLDT) topped those
leveled against other telcos at 562, of which unit Smart
Communications Inc. had 362 complaints and the parent firm another
200.
Digital Telecommunications Philippines Inc. (Digitel)
and unit Sun Cellular followed with a combined 325 complaints, while
subscribers of Globe Telecom Inc. lodged 182 complaints.
The complaints ranged from erroneous billing to
poor service, vanishing pre-paid load credits, digital subscriber
line (DSL) connection difficulties, WiFi problems, e-load issues,
spam text messages, and misleading promos.
Poor Internet connections comprised 34 percent
of the total complaints received by telcos. Disputed bills made up
16 percent; vanishing loads, 14 percent; unsolicited text messages,
11 percent; e-load problems, 3 percent; misleading promo, 6 percent
and poor service, 10 percent.
The NTC said the number of complaints on
unsolicited text messages filed by Smart subscribers stood at 116;
against vanishing load, 19; disputed billings, 12; the telco’s 258
promo, 11; Smart WiFi/Bro, 153; and misleading promo, 50. Of the
total number of complaints, 99 percent were resolved.
PLDT’s subscribers complaining about their
bills stood at 68, while those with issues against DSL connections
numbered 107.
Digitel and Sun Cellular subscribers complained
of poor service at 111; vanishing prepaid load, 48; and erroneous
billing, 71. Of the 325 complaints, 324 were resolved.
Globe’s subscribers complaining of poor
Internet/broadband performance numbered 68; disputed bills, 24; lost
credit, 24; unlimited text, 14; auto load, 20; spam text messages,
4; and others, 28. Of the total number of complaints, 98 percent
were resolved.
The NTC earlier approved a circular on consumer
protection aimed at addressing widespread complaints and promoting
consumer welfare.
The circular covers all broadcast and public
telecommunications entities including value added service and
content providers and cable operators.
The regulator also plans to impose higher fines
to eliminate spam text messages, which are unsolicited and unwanted
commercial and promotional advertisements and surveys.
Last year, the regulator had penalized Globe and
its content providers Information Gateway Inc. and Paysetter
International Inc., as well as Smart and Entrainment Gateway Group
for violation of rules and regulations on spam, as provided for in
Memorandum Circular 03-03-2005-A.
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