2021: Dcrease of about a third in the number of complaints received regarding multi-channel television services

In 2021, there was a decrease of about a third in the number of complaints received regarding multi-channel television - this is indicated by the report of the Cable and Satellite Council for 2021 published today (Sunday). The rate of complaints against HOT has decreased by 45% and yes has decreased by 18%, So HOT reduced the number of complaints to 10,000 customers from 28 last year to 15.5 this year.

The number of complaints against yes stood at 6.9 complaints per 10,000 customers in 2020, and in 2021 decreased slightly to 5.6.
The reduction in HOT's complaints came mainly from a significant decrease in the number of complaints that deal with the difficulty of disconnecting from the company. In 2021, the rate of referrals related to the difficulty of disconnecting from HOT decreased by 83% compared to 2020. The mix of referral topics has also changed at yes: the rate of referrals dealing with service and technical problems is small, while the rate of referrals dealing with finance has increased. In general, the most common issue among referrals to the Cable and Satellite Council is funds (29%), including complaints about tariffs charged from subscribers beyond the sum total, collection of an exit fine, double charges and more.
The rate of complaints decided by the council as justified is higher in Hot (67%) than Bite (30%). In 2021, the amount of refunds received by customers following the various referrals was about NIS 300,000, a decrease of 50% compared to 2020, when the amount was about NIS 600,000.
The Cable and Satellite Complaints Report is not even close to telling the full story of the service of the multi-channel TV companies, as many broadcast platforms are not included in it. And cable, without reference to Internet television, was postponed to an unknown date following the dissolution of the Knesset, and thus the television companies operating on the Internet will not be mentioned in the report next year either.
"The broadcasting market has not yet been regulated and Internet broadcasting platforms have remained unsupervised and without the obligation of original productions in the law," the council noted in the report.