Consumer protection platform overwhelmed with complaints

During its first year of operation, the "Soy Usuario" online customer protection platform, launched by telecom regulator IFT and Mexico's consumer protection agency Profeco, received a total of 9,469 complaints.

About 36% of the complaints corresponded to mobile telephony services, 30% to internet service, 18% to fixed telephony, and 16% to pay TV.

Of the complaints registered in the platform's first year, 90.8% have been resolved, while 6.2% are still being processed, and 3% were rejected. Profeco has conciliated 331 cases and provided counseling in almost 4,000.

Mexico City leads the number of submitted complaints with 42%, followed by the State of Mexico with 30%, and Jalisco with 14%.

The pre-conciliation tool has served as a bridge between users and the authorities, said IFT in a press release.

Half of the customer complaints Profeco has received in recent years have been about mobile services