Israel's Communications Ministry Reports Surge in Consumer Complaints
Translated & summarized from Now 14 by baba
Israel's Ministry of Communications handled 7,913 consumer complaints in 2025, a 9.5% increase, leading to over 855,000 shekels in refunds. Mobile service complaints became the largest category, while a new index revealed companies' willingness to resolve issues. Partner and Triple C had the lowest complaint rates per subscriber in their respective sectors.
The story in 5 lines · by baba
- Israel's Ministry of Communications received 7,913 consumer complaints in 2025, a 9.5% rise.
- Over 855,000 shekels were returned to consumers due to ministry intervention.
- Mobile service complaints surpassed internet issues, forming 55% of all inquiries.
- A new index shows HOT Mobile leading in mobile issue resolution, and Bezeq International (Yes) in internet.
- Partner and Triple C reported the fewest complaints per 10,000 subscribers in mobile and internet sectors, respectively.
Israel's Ministry of Communications received 7,913 public complaints against telecommunications companies in 2025, a 9.5% increase from the previous year. The ministry's intervention resulted in over 855,000 shekels being returned to consumers to rectify issues such as incorrect billing, un-canceled services, and charges for services not used. The report highlights a significant shift, with complaints about mobile services becoming the largest category at 55% of all inquiries, up from 41% in 2024, while internet service complaints decreased to 38%.
Common issues leading to complaints include lengthy repair times (16%), poor cellular reception (9%), failure to cancel services upon request (8%), and overcharging (7%). The ministry also introduced a new index measuring companies' willingness to resolve issues after a consumer complaint. In the mobile sector, HOT Mobile led with a 49% resolution rate for unresolved issues, while in internet services, Bezeq International (Yes) was second with 75% and Triple C led with 87% resolution rate. For infrastructure and landline providers, HOT Telecom led with 62% resolution.
When comparing companies by the number of complaints per 10,000 subscribers, Partner led in mobile with 1.31 complaints, and Triple C and Bezeq International (Yes) led in internet services with 2.92 and 3.26 respectively. The ministry attributes the rise in complaints partly to the challenges of ongoing combat operations, emphasizing the need for continuous communication infrastructure. Consumers are encouraged to contact the Ministry of Communications' public inquiries department if their issues are not resolved by their service providers, as intervention can lead to problem resolution and financial reimbursements.
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