Orange the most complained about operator in Q4 2011


Sharp rise in complaints against Orange driven by announcement to increase its monthly plan prices for all customers

Orange was the most complained about mobile operator to Ofcom in Q4 2011 after the regulator released its latest complaints data for major telecoms providers for the three month period.

Ofcom received 0.17 complaints per 1,000 customers about Orange, up significantly from the 0.07 complaints per 1,000 customers from the previous quarter.

It said the sharp increase was driven by Orange’s announcement in November to increase its monthly price plans for all customers. Orange blamed the rise on inflation.

Coming into effect on January 6, customers who signed up to an Orange contract before October 1, 2011 were told their bills would increase by 4.34 per cent.

Orange had said that customers who had signed up to a new contract after this date had already had the inflation rise included into their deal.

An Orange spokesperson said: “We are disappointed to have performed less well in this report. We understand our performance is reflective of our Pay Monthly price increases communicated to customers in December.

“Orange is committed to excellent customer service and we are confident that we continue to offer our customers great value and rewarding deals.

“We will take on board the findings from the Ofcom report, and continue to look to make improvements in the area of customer satisfaction through our existing employee training programme, customer feedback reviews and our investment in technology.”

Three, which had been the most complained about operator to Ofcom for Three quarters running, was second with 0.15 complaints per 1,000 customers.

The regulator said this figure continued to be driven by complaints about disputed charges and customer services.

Vodafone, Orange, T-Mobile and Virgin Mobile all received 0.07 complaints per 1,000 customers in the quarter.

As in all quarters last year, O2 was the least complained about mobile operator with 0.02 per 1,000 customers.