Monthly Monitoring Report 08/2024: Traditional telephoning is being replaced by texting and calls using OTT services; out-of-court dispute resolution makes it easy to resolve disputes; the number of complaints has fallen

Prague, 21 August 2024 - In the August monitoring report we inform about the results of the Survey on the use of interpersonal communication services and their interchangeability. Respondents were asked about the manner and extent of use of electronic interpersonal communication services and the results were compared with the outputs of a similar survey conducted in 2019. We also focus on, for example, out-of-court dispute resolution and we present a regular quarterly overview of queries and complaints.

A survey conducted by CTU in cooperation with ppm factum research s.r.o. reveals significant changes in the preferences of users of communication services over the last five years. The aim of the survey was to find out what changes in user preferences across the population have occurred over the past 5 years and to what extent these changes, consisting mainly in the increase in the use of so-called OTT services (Skype, WhatsApp, Viber, etc.), may influence trends in the markets for electronic communications services. The complete survey, including further details, is available on the CTU website here. More information from page 1 of the Monitoring Report.

Alternative (out-of-court) dispute resolution allows for faster and more efficient resolution of consumer disputes. Vendors are obliged to inform consumers about the entities competent for alternative dispute resolution according to the type of product or service - in the field of electronic communications and postal services, CTU represents the relevant entity. CTU may impose a fine of up to CZK 1,000,000 for failure to comply with these obligations in the area of its competence. For more information see page 5 of the Monitoring Report.

The number of complaints in electronic communications and postal services decreased in the last quarter under review. The opposite trend can be observed for some sub-categories. In electronic communications, for example, there was a significant increase in complaints relating to unilateral contract changes, while in the field of postal services, for example, there was a slight increase in complaints relating to changes to mail deposit or alleged breaches of postal confidentiality. More information from page 9 of the Monitoring Report.

Tereza Meravá
Spokesperson
Czech Telecommunication Office