📋 Tender Overview
From January to December 2023, the Supervisory Agency for Private Investment in Telecommunications (OSIPTEL) served, nationwide, a total of 904,812 users on the provision of its fixed and mobile telephony, pay TV and internet services, through its different service channels, face-to-face and virtual, as well as radio programs and outreach activities (training and information days).
This figure represented a growth of 4.80% compared to what was recorded in 2022 (861,342). In addition, of the total number of visits in 2023, more than half, 51.91% (469,701), dealt with orientations at the request of the user, through the telephone channel, face-to-face (offices), emails, social networks, face-to-face monitoring, among others, which increased by 17.17% compared to what was achieved in the previous year (389,069).
Another important percentage, 40.77%, corresponded to the attention provided through radio programs in 24 regions of the country, where user queries were listened to and answered. This strategy resulted in 368,892 users receiving care last year. The remaining 7.32% (66,219) were related to outreach activities, of which 11,780 were attended during conferences and 54,439 in training.
Mobile service recorded more guidance
Of the 469,701 orientations requested by users, 73.38% (292,764) were about the mobile service. It was followed by packaging services with 12.66% (50,522), fixed internet with 5.71% (22,777), fixed telephony with 4.19% (16,716), pay TV with 1.71% (6816), among others, as can be verified on the User Information Portal of the regulatory body.
In the topic segmentation, users requested more guidance on the complaint procedure (86,207). Then came the topics of Renteseg (49,490), general information (47,083), Check your lines (40,573), billing (34,969) and service cancellation (30,976). As for the operating companies, the highest number of queries in 2023 corresponded to Movistar users (227,762), followed by Claro (63,329), Entel (58,808), Bitel (18,070), among others.
If the orientations are analyzed by regional offices, the region that led with the highest number of orientations at the request of users was Lima (67,232). In second place was Cusco (18,417), followed by La Libertad (18,066), Loreto (15,554), Ancash (14,531) and Puno (13,343), among others. In addition, user queries were answered through FonoAyuda 1844 (181 759).
To receive guidance on their public telecommunications services, users can call FonoAyuda 1844, Monday through Friday, from 8:30 a.m. to 5:30 p.m. and Saturdays from 9 a.m. to 2 p.m. You can also write to the e-mail usuarios@osiptel.gob.pe or visit the website: www.gob.pe/osiptel/ where you will find information about your rights and obligations.
