Recently, the Ministry of Industry and Information Technology announced the quality of telecommunications services for the fourth quarter of 2023. The notice introduces the key work of telecommunications services in the fourth quarter and the situation of complaints and appeals from telecommunications users.
In terms of improving the level of information and communication services, the cumulative proportion of online business transactions throughout the year exceeded 80%, and the number of video customer service users exceeded 20 million. Guided 2577 key websites and apps to complete aging friendly and barrier free transformation, organized the selection of 44 excellent cases, and provided services to over 300 million elderly users through basic telecommunications enterprise elderly dedicated lines.
In service quality evaluation. On the whole, Internet information services remained at a good level, and the satisfaction index increased steadily. The data shows that the average file download speed of 5G mobile phone exceeds 144Mbps, the average first packet delay for fixed broadband users accessing websites is 0.08 seconds, and the average first playback delay for watching videos is 0.55 seconds. The user experience is excellent.
In the fourth quarter of 2023, appeals involving service disputes accounted for 35.9% of national telecommunications user complaints, appeals involving marketing, charging, and tariff disputes accounted for 46.9%, and appeals involving network quality and information security accounted for 17.2%. According to the relevant provisions of the Measures for Handling Telecommunications User Complaints, various levels of telecommunications user appeal acceptance agencies have handled and mediated user complaints, effectively safeguarding the legitimate rights and interests of telecommunications users.