Xin Lang Cai Jing·2026-01-22 06:06Core Insights - The telecommunications service industry received a total of 173,629 complaints in 2025, representing a year-on-year decrease of 7.05% compared to 2024 [1][12] - The Ministry of Industry and Information Technology initiated the "Clear and Reassuring Use" campaign in April 2025 to address key issues such as complex packages and unclear charges, leading to a significant reduction in complaints in the second half of the year [1][12] Complaint Categories - The primary complaint category is package fee disputes, accounting for over 50% of all complaints, followed by poor customer service at 16.7%, broadband faults at 5.96%, and account cancellation issues at 2.44% [3][15] - Common issues include unclear billing rules, unauthorized subscription renewals, and poor customer service quality, such as long wait times and unhelpful staff [2][14] Complaint Handling - The overall complaint handling performance in the telecommunications sector is positive, with a complaint response rate exceeding 98% among major operators like China Mobile, China Unicom, China Telecom, and China Broadcasting [4][16] Demographics of Complainants - Male consumers dominate the complaint demographic, making up 70.02% of complaints, while female consumers account for 29.98% [5][17] - The average age of complainants is 30, with the majority being young consumers aged 20-25 (36.45%) and 26-30 (26.24%) [6][18] Geographic Distribution - Guangdong province has the highest number of complaints, accounting for 16.77% of the total, followed by Jiangsu and Zhejiang provinces at 8.65% and 7.71%, respectively [7][19]