Customer queries received by FICORA in 2015
In 2015, FICORA processed a total of 47,000 customer queries. Of these, more than 28,000 queries, i.e. approximately 60 per cent, concerned domain names. Queries related to information security and queries concerning radio frequencies both amounted to more than 7,000. Approximately 3,900 queries concerned the communications market, such as broadband and telephone services or postal services. Of all queries, 30,000 were calls and 27,000 were made in writing.
Compared with 2014, the number of queries fell by 20 per cent. The main reason for this is that queries related to TV licence fees were no longer received. Even though the obligation to pay a TV licence fee was discontinued at the end of 2012, FICORA received some 12,000 related queries in 2014. Most of these dealt with the collection of unpaid TV licence fees and refunds for excess payments that were abandoned on 1 January 2015. In 2015, almost no queries were received in relation to TV licence fees.
The number of queries related to information security increased the most, relatively speaking. There were 2,700 queries more last year, more than 50% more than in the year before. Queries related to information security have been caused by questions related to the confidentiality of communications.
The majority of the 7,000 queries related to radio frequencies were associated with radio licences and the use of radio frequencies. Advisory services for terminal devices related to frequency changes in the terrestrial television network where consumers are provided with assistance regarding, for example, the channel searches required after frequency changes emerged as a new theme in frequency-related queries.
With regard to communications services, there were no major changes in the number of queries compared with the year before. Standard themes in queries related to communications services include the dismantling of the fixed network, the availability of fixed broadband and mobile coverage. Furthermore, queries have been received in relation to delays in postal deliveries.
Of all queries, 60 per cent are related to domain names, a decrease of 5 per cent from the year before. The majority of these queries were related to the domain application process and administration. In addition, domain-related queries involved the new operating model to be applied to fi-domain names starting from 5 September 2016.
This article is a part of FICORA's Communications Sector Review 1/2016.