Billing problems head list of mobile-phone users' grievances

Institute director Prawit Leesatapornwongsa said 252 consumers had called the agency about what they saw as telecommunication company bad service over the past year.

One-quarter claimed errors in service costs from mobile-phone operators. Service quality was the second highest grievance on the list with 24 per cent.

Another 10 per cent said mobile-phone operators had violated their privacy and personal information by sending many unwanted and annoying short messages .

Standard of service was the fourth issue based on 9 per cent of complaints; followed by the providing of incorrect information, 8 percent; and termination of service and concern over health safety, 6 percent.

Changes in registered contracts upset 3 percent of consumers; as did being charged a renewal fee for a service cut due to delays in fixed monthly payments. Finally, 2 per cent said they could not access the service.

Moreover, some consumers experienced low signals for the hi-speed Internet, which did not accord with their contracts with the Internet service provider.

Prawit said 158 complaints had been resolved, with the rest being processed to seek compensation from the company.

Consumers should file law suits against mobile-phone operators if personal information has been sold to other companies for commercial purposes, he added.

"Even though we have regulations to protect the misuse of personal information, we still do not have laws to control the sending of spam electronic mail or short messages. To tackle this problem, in the next two years, relevant agencies will draft laws to protect consumers," Prawit said.

However, he urged consumers dissatisfied with mobile-phone operators' services to make complaints rather than keep quiet. They should submit their complaint to the institute or call their telecom operator.