While many consumers have complained to their energy or telecoms providers in the past, only four in ten (38%) said they felt fully confident doing so.
The majority of telecoms customers (59%) and one-third of energy customers (31%) have had cause for complaint in the past. This, according to new research from independent price comparison and switching service, Switcher.ie
The findings suggest that there is every reason to raise such concerns with household suppliers, with the majority of complainants finding the companies helpful and responsive. In fact, almost six in ten said that their complaint was rectified.
When it comes to telecoms, consumers’ most common cause for complaint is a problem with the service, or not getting the service they paid for (57%). And around a third have complained about poor customer service (35%) and mischarging or problems with their bill (31%).
These issues are the main ones escalated to ComReg too, as outlined in its latest Consumer Line Statistics report.
Meanwhile, cost – as always – remains a thorny issue for telecoms customers, with three in ten (30%) saying they have complained following a price increase and two in ten (22%) complaining due to poor value for money.
In relation to energy, almost half of consumers’ complaints (48%) were raised due to billing problems or mischarging, while over a third (37%) followed a price increase.
Three in ten (29%) have complained due to poor customer service, while a quarter (24%) have flagged concerns about a problem or not getting the service they paid for. And poor value for money sparked just under a quarter (22%) of complaints.
Providers are generally prompt in terms of dealing with complaints – six in ten complaints to energy suppliers (57%) and telecoms providers (61%) were resolved within a week.
Customers are not afraid to vote with their feet if they feel their issue has not been properly resolved. Almost half (48%) of telecoms complainants whose complaints were not resolved said they switched to a new supplier, while four in ten (40%) energy complainants with unresolved complaints switched away. A decent number of customers also escalated their complaint either within the supplier or to a regulatory body, like the Commission for Regulation of Utilities or ComReg, with 37% of energy complainants and 28% of telecoms complainants doing so.
Eoin Clarke, Managing Director of Switcher.ie, said, “All providers have a complaints process in place, so we would urge any consumers who have an issue to talk to their supplier, as it’s very likely that their concern may be easily addressed. When you contact your provider, outline your complaint clearly, and be sure to include contact details so that they can update you on the status of your complaint.”
