France’s electronic communication mediator received 12,098 requests to intercede in disputes with operators in 2016, representing an annual growth of 28 percent. This rise can be partly attributed to the increased media profile supporting the awareness in the mediator’s role among French consumers.
Overall, 5,575 decisions were issued by the mediator last year, compared to 3,379 in 2015. The rulings have been accepted by telecom operators in 98 percent of cases. Just over half (51%) of total disputes concerned mobile telephony, with the remaining half accounted for by internet and bundled offers (37%), fibre services (10%) and fixed telephony (2%).
Disputes about contracts increased to take the largest share of consumers' complaints (28% in 2016 from 26% in 2015), followed by billing issues (27% down from 30%), technical problems (25% up from 24%) and contract terminations (20%, roughly unchanged from 2015).
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