Dispute mediation figures in 2022
The Mediator of Electronic Communications publishes its annual report for 2022. Several points deserve to be addressed. First of all, requests for mediation are down -25%. The total number of mediations amounts to 8,989 disputes, a figure justified by “better management of customers by professionals” as well as by the “slowdown in deployment and fiber connections”.
The main reasons for dissatisfaction are for 28% “disputes relating to technical problems”, followed by contracts with 22%. Requests and cancellations, billing and services are at 17% each.
Once again, the Electronic Communications Mediator has a good reputation according to the opinions left by those who use it. Out of a total of 4,929 opinions, i.e. a little less than one in two opinions left per intervention, 81% of opinions express satisfaction with their mediation process. 84% of opinions would recommend referral to the Mediator to settle a dispute. Finally, 97% of opinions are accepted by professionals.
The sectors with the most referrals for disputes
The sector that receives the most referrals to mediation is mobile telephony, with 39% of opinions rendered. The main cause is the “contractual modifications made by professionals”. Next comes billing. These two reasons alone account for 59% of the complaints recorded.
For the rest of the referrals to mediation, requests concern fiber at 36% of opinions, ADSL at 21% and fixed telephony at 3%. The deployment and installation of fiber is the first complaint of individuals who have recourse to mediation. It includes technical ineligibility, technical malfunctions due to unsecured cabinets, unauthorized disconnection of consumers by technicians for the benefit of the customer to be connected. For ADSL, it is rather the drop in speed or the absence of service that is in question. Finally, for mobile telephony, termination accounts for the majority of mediations.