Reaction 2023 Annual Report of the Telecommunications Ombudsman
Last year we implemented a new IT system to offer our 2 million customers an even faster, more proactive, and personal service in the future. Unfortunately, this transition did not go as seamlessly as we hoped, and we were unable to deliver on our customer commitment in 2023 as a result. This also gave rise to more complaints to the Telecommunications Ombudsman.
These past few months we have spared no effort to structurally resolve the issues with our new IT platform. As a result, we are once again able to offer the level of service that our customers are accustomed to receiving from Telenet: our customer service is easy to reach again (from 50 to 98%, with waiting times even shorter than was previously the case) and our service is back to its usual level of effectiveness (first-contact resolution for 8 out of 10 customers). The number of customers without Telenet services is back to the former level (300 a day) and 99.9% of our billing is on time. At the time of writing, we have migrated 99% of all our customers to the new system.
Based on our positive internal figures, which are once again in line with our figures before the switch, we look to the future with confidence. We are also convinced that the Ombudsman’s figures will drop even further in the next few months. Moreover, our customers can also expect to receive an even more personal and tailored service in the future thanks to the new system.