Peru's Supervisory Agency for Private Investment in Telecommunications (Osiptel) said it has launched an initiative to implement a system with the country’s operators to jointly attend to and monitor incoming complaints. Osiptel added that the interoperable system will facilitate the interaction between the regulatory entity and operators via a set of automated services that will ensure both inter-institutional connectivity and the integration of systems for handling files, complaints and administrative sanctioning procedures.
Customer complaints submitted by customers to the country’s operators came to 759,670 in the first half of 2021, up 20.6 percent year on year due mainly to the increased impact of the pandemic on services. Movistar (Telefonica) received 60.9 percent of all claims, followed by Claro (America Movil) with 22.0 percent, Entel with 9.5 percent and other companies (including Bitel) with the remaining 7.6 percent.
The watchdog said all operators with more than 500,000 subscribers nationwide will be required to incorporate the digital tool when it comes into effect in November 2022, but all operators will be given the option to implement the system regardless of size.
