The volume of public inquiries and complaints against HOT and Yes - the lowest since 2008

The Cable and Satellite Council report reveals: The volume of public inquiries against HOT and Yes companies is the lowest since 2008, according to a 2019 summary report released by the Consumer Protection Council on Cable and Satellite Council. About 57% of complaints filed against HOT were found by the Council to be justified, compared to 40% of complaints against Yes found to be justified.
Against HOT, per 10,000 subscribers received 9.5 complaints in 2019, compared to 14.8 complaints in 2018, a decrease of about 35%. yes continues to show a significantly smaller complaint rate than its competition, with every 10,000 subscribers received 6 complaints in 2019, compared with 8.5 in 2018, a decrease of about 30%. While yes is a television company only, HOT offers a triple service, and therefore the council also receives complaints about Internet and telephone issues, which are not under its responsibility.
It also shows that about 33.5% of referrals touched on HOT, and about 15.5% of referrals touched on yes. About 40.5% of inquiries were general inquiries related to other issues such as sports channels, the Knesset channel as well as non-council issues including: public broadcasting inquiries, channels under the responsibility of the Second Authority, the Era + system or issues related to broadcasting over the Internet (including Sting TV, Next Netflix).
At this point, the council does not supervise Cellcom TV and Partner TV, and yet about 10% of the referrals were from these companies' subscribers - 5% against Cellcom and 5% against Partner.
When divided into topics, the most significant issue subscribers addressed to the council is the content of broadcasts - 25% of referrals, compared with 9% in 2018. These are complaints related to issues such as channel downloads, inappropriate broadcasts, violent programs, translation and more. About 200 complaints came about the broadcast of the boy series produced by HBO and about 70 complaints came about the removal of two BBC channels (World news and entertainment) from HOT.
17.5% of complaints were related to the subject of the service, inquiries such as unrewarding behavior of service representatives, non-arrival of technicians, delay in connecting to the service, long wait for human response and the like. 17% of inquiries touched on financial issues such as fees charged beyond the agreed upon, double charges and more.
15.5% of the complaints were related to technical problems or broadcast / reception problems. Distributed to companies, the hottest issue for HOT was finance - 34% of referrals, followed by technical problems - 25% and service - 20.5%. In yes the most common topic was
During the first half of 2020, there was a significant increase in public inquiries to the council during the Corona closure. This increase was due, in part, to the prolongation of waiting times at the focal points during this period.
There were also complaints about a long wait for technicians and viewing glitches. Another issue that came up in the inquiries was the sports channels and the disconnection from them, in light of the factories stopping during the quarantine. These issues will all be detailed below in the 2020 Summary Report.
Chairman of the Cable and Satellite Council, Asher Biton, said: "I was pleased to see the data showing the continued decline in public inquiries against regulated companies, in line with last year's trend. Analyzing the public complaints presented to the council is a glimpse into understanding the public's hearts, and publishing the report allows platforms to continue to improve. "
Biton added: "Because of the election campaigns that have accompanied the country for the past year and a half, legislative amendments could not be promoted and I hope the current government will work to apply regulation to the news broadcasters on the Internet, which shows that quite a few consumer complaints have been received. This will promote the creative market and increase consumer protection. "