📋 Tender Overview
During the year 2022 users of public telecommunications services filed 2337975 claims in the first instance with the operating companies which meant an increase of 42.9 compared to what was reported in the previous year reported the Supervisory Agency for Private Investment in Telecommunications OSIPTEL.Users have the right to file a claim if they are not satisfied with their public telecommunications service and the operating companies are obliged to submit a complaint code which will allow the procedure to be identified and the case to be monitored. According to the data reported by the operating companies to OSIPTEL in 2022 the highest volume of claims filed in the first instance was registered in the second quarter of that year 623225. In the first quarter there were 559751 claims while in the third and fourth quarters there were 605864 and 549135 claims respectivelyAccording to the data published in the OSIPTEL User Information Portal Movistar was the company that concentrated the largest number of claims filed with 1659404 equivalent to 71.0 of the total. At a considerable distance Claro was located with 347330 claims 14.9 and Entel with 180560 7.7.Bitel and DirecTV registered 44089 1.9 and 17122 0.7 claims respectively while other companies registered 89470 claims 3.8.In 2022 the main telecommunications service operators registered increases in the number of complaints filed by users compared to 2021. However Movistar is the company that registers the largest increase in claims filed in that period with 61.3 going from 1028895 to 1659404 claims in 2022. It is followed by Entel with 14.7 more claims than those reported in 2021 157378. While the number of claims filed with the company Claro in 2022 had a growth of 8.3 compared to 2021 320782. On the other hand the claims filed with Bitel increased 2.5 compared to the previous year 43001.WIRELESS SERVICE WITH THE HIGHEST NUMBER OF CLAIMSOf the total claims filed in the first instance with the operating companies 54.0 were due to problems with mobile services. To this were added the claims for packaged services such as duos or trios 21.9 above internet access service 11.5 cable television 7.8 fixed telephone service 4.5 among other services 0.3.THE TELEPHONE CHANNEL IS THE MOST USED TO FILE A CLAIMIn the period analyzed the highest percentage of claims was filed through the telephone channel 53.2 while 30.6 were registered through the websites of the operating companies. Claims submitted in person constituted 15.3 of the total Written and other claims accounted for 0.9 of the total.
