"During Corona time - complaints about cellular quality of service increased by 73%"

The Ministry of Communications published the 2019 Public Inquiry Report and the Public Inquiry Summary during the Corona crisis.
The report segments the complaints received by the office during the spread of the Corona virus: March 15 through May 10. During this period, 1,526 complaints and inquiries were received - most in the area of ​​quality of service, with 884 complaints and inquiries in the corresponding period in 2019 - an increase of 73%.
The cellular company that received the smallest number of complaints per 10,000 subscribers is Pelephone that leads with 1.4 complaints. Following were a partner with 1.5 complaints, Cellcom with 1.6 complaints, Golan Telecom with 2.8 complaints and HOT Mobile with 3.3 complaints - the only increase in the number of complaints compared to 2018, then it was 3.2 complaints.
The report refers to the ratio of the company's share of justified complaints to its market segment. When the resulting ratio is greater than 1, the proportion of justified complaints against the company is higher than the company's weight in the market. Good: 0.6-1.2; Good: 1.2-1.8; Improved Load: Above 1.8.
Among cellular companies, Pelephone ranks first with a "very good" score relative to the company's market share (23%). Golan Telecom continues to provide "good" service to its consumers, despite a substantial decline compared to 2018 (9% market share). Partner has seen a significant improvement in service compared to 2018 and the company achieved a "good" score (25% market share). Cellcom (28% market share) and HOT Mobile (15% market share) with only a "good" grade.
The internet provider that received the smallest number of complaints per 10,000 subscribers is a partner that leads with 2.7 complaints, but it is also the one with the highest increase compared to 2018, then stood at 0.4 complaints. After that Cellcom with 2.8 complaints - the only one that is down compared to 2018, then stood at 5.6 complaints. Then HOT Net with 3.3 complaints and Bezeq International with 3.4 complaints.
HOT Net has improved and is leading the table in first place with a "good" score relative to 18% market share. Bezeq International also followed with a "good" score (39% market share). Partner with a significant decline but also achieved a "good" score (23% market share). Cellcom has seen a significant improvement over 2018, but it finishes with only a "good" grade (20% market share).
Of the major stationary (Internet and telephone infrastructure) companies (over 500,000 subscribers), HOT leads with 5.4 complaints per 10,000 subscribers, compared with 8.6 complaints in 2018. It was followed by 5.8 complaints, compared with 5.7 complaints in 2018. Of the small companies, Partner leads with 11.1 complaints compared to 5.7 complaints in 2018. Cellcom followed with 16.5 complaints, compared to 12.7 complaints in 2018.
Bezeq with a significant decline compared to 2018 but provides its subscribers with "good" service and is ranked first, relative to a 69% market share. HOT is noticeably improved in 2019, but it finishes with only a "good" grade (31% market share). Both Partner (41% market share) and Cellcom (59% market share) have provided "good" service to their subscribers, but while Partner has seen a significant improvement, Cellcom has seen a significant decline over 2018.
In 2019, 6,060 public inquiries were received, a decrease of 530 inquiries (8%) compared to 2018. As declines have declined since 2013, so 10,391 inquiries were received. Approximately 56% of complaints about the media companies were found to be justified in 2019. The financial compensation and reimbursements received by consumers following treatment of the public sector was approximately NIS 688,000 during 2019.
48% of complaints received were about service quality, such as reception problems, slow browsing speed, long waiting times for human response and failure to provide universal service. 33% of all complaints dealt with accounts, such as billing not in accordance with the terms of the contract agreement and non-refunding for overcharges. 11% of complaints were received on policy and information requests, such as inquiries about tariffs, providing benefits and selling and repairing end equipment. 8% of complaints were received regarding sales, such as termination of service, deception when making a sale, cancellation of a transaction and non-delivery of a contract.
The total amount of sanctions imposed on some companies was NIS 1.67 million, with the highest amount being paid to Cellcom and NIS 804,000. Followed by a partner with NIS 320,000; Cellphone with NIS 305,000.