Regulating Quality: New Telecom Measures

According to recent press reports, the Ministry of Information Industry (MII) has issued its first report assessing the quality of the telecommunications services offered by China's leading operators. The report places the dominant player, China Telecom, at the top of the complaints league table, with the operator receiving 71.4% of all customer complaints. In addition, recent Chinese newspaper articles reported that China Telecom received 0.05 complaints for every 10,000 customers, compared with China Unicom's 0.03 complaints per 10,000 customers and China Mobile's 0.024 complaints per 10,000 customers. The press reports revealed that complaints mainly concerned unreasonable charges, disputed telephone bills, and the poor quality of the service network.

Quality Service