Mobile Complaints Surge, Telecom Ministry Reports Hundreds of Thousands Returned to Consumers
Translated & summarized from Bizportal by baba
The Israeli Ministry of Communications reported a 9.5% increase in consumer complaints in 2025, with mobile services becoming the top issue. These complaints led to NIS 855,423 in refunds to consumers. Mobile reception quality and fault repair times were major concerns. The report also detailed significant differences in how telecom companies handle customer issues and compensate them for errors.
The story in 6 lines · by baba
- Consumer complaints to Israel's Ministry of Communications rose 9.5% in 2025, totaling 7,913 inquiries.
- Mobile service issues became the leading complaint category, accounting for 55% of all inquiries.
- The ministry facilitated NIS 855,423 in refunds to consumers due to various telecom service problems.
- Fault repair time was the most frequent consumer grievance, followed by poor mobile reception.
- Companies showed significant variation in their rates of issue resolution and customer compensation.
- Reliance on communication infrastructure, heightened by wartime, contributed to the rise in complaints.
Complaints regarding mobile services have become the leading consumer issue in Israel, according to the Ministry of Communications' 2025 report. The ministry handled a total of 7,913 public inquiries in 2025, a 9.5% increase from the previous year. These inquiries resulted in NIS 855,423 being returned to consumers, with an average response time of 12 business days. Mobile-related issues accounted for 55% of all complaints, a significant rise from 41% in 2024, while internet complaints dropped from 51% to 38%.
The primary concern for consumers was the time taken to fix faults, representing 16% of complaints. Poor mobile reception was cited in 9% of cases, service discontinuation at customer request in 8%, excessive charges contrary to agreements in 7%, and issues with fiber optic connections in 6%. The increase in complaints is attributed to a greater reliance on communication infrastructure, amplified by wartime conditions, where disruptions impact remote work, government services, and emergency information access.
When ranked by complaints per 10,000 subscribers, Partner, Telecell, and Pelephone showed varying complaint rates and justification percentages. The ministry also introduced a new metric evaluating companies' willingness to resolve issues or compensate customers beyond regulatory requirements. HOT Mobile led in mobile services with a 49% resolution/compensation rate, while Meshek Communications stood out among internet providers at 87%.
Significant financial reimbursements were noted, including one customer receiving NIS 16,660 for being charged for unused lines over eight years, a reservist soldier receiving NIS 7,420 for incorrect international call charges, and an elderly citizen receiving NIS 5,347 for a misrepresented service bundle. Approximately 6% of inquiries came from individuals with disabilities, who are served through dedicated channels. The data underscores the cumulative financial impact of prolonged billing errors, highlighting the importance of prompt fault resolution and customer compensation.
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