The Telecommunications Consumer Dispute Resolution Center recently announced the complete calendar for 2025.Telecommunications Consumer Dispute Resolution Center_Monthly Report”, the cumulative number of telecommunications customer complaints in 2025 will be 3,672, a significant decrease of 31.5% compared with 2024. Among them, the number one customer complaint of the year in telecommunications was also changed from Taiwan Mobile to Far EasTone Telecommunications.
What are the main contents of telecom customer complaints of the three major telecoms? The following is a summary and analysis:
The annual number of telecom customer complaints filed by the Telecommunications Consumer Dispute Resolution Center in 2025 has been announced. Far EasTone Telecommunications and Taiwan Mobile are both higher than Chunghwa Telecom, which has the largest number of users. Far EasTone Telecommunications has replaced Taiwan Mobile to become the king of telecom customer complaints in 2025. The following is an analysis summary video and detailed description of telecom customer complaint data in 2025:
Taiwan has completed its telecommunications merger in December 2023. Since Taiwan Mobile and Far EasTone Telecommunications must collectively handle the customer complaints of Taiwan Star and Asia Pacific Telecom that were originally merged, as well as the user switching complaints derived from the telecommunications merger, and the 3G network will be completely shut down in June 2024, the number of telecommunications customer complaints from the two operators has surged. Although telecom operators continue to strengthen the handling of customer complaints, the number of customer complaints is still higher than that of Chunghwa Telecom, which has more users.
according toTelecommunications Consumer Dispute Resolution CenterStatistics show that there will be 3,672 customer complaints in 2025, a significant decrease of -31.5% from 5,363 cases in 2024. Far EasTone Telecommunications won the title of “King of Telecom Customer Complaints in 2025” with an annual accumulation of 1,409 cases. Taiwan Mobile ranked second as “King of Telecom Customer Complaints in 2024” with an annual accumulation of 1,317 cases. Chunghwa Telecom ranked last with an annual accumulation of 946 cases.. Among them, Far EasTone Telecom has the highest annual customer complaint rate of 173 cases/million households in 2025, while Taiwan Mobile/Chunghwa Telecom’s annual customer complaint rates are 147 cases/million households and 84 cases/million households respectively. Judging from the data, Taiwan Mobile and Far EasTone Telecommunications are committed to reducing customer complaints in 2025, but there is still room for continued optimization!
Regarding the annual telecommunications customer complaint types, “communication connection quality” still ranks first with 1,905 cases (52%), but it is significantly lower than 3,658 cases (68%) in the same period of 2024 – 48%; application/change/renewal, customer service, billing issues, rates, rental cancellation, mobile phone and SMS, subsidies, reminders, Telecom content ranks 2nd to 10th respectively with 429 pieces (11.7%), 165 pieces (4.5%), 156 pieces (4.2%), 122 pieces (3.3%), 89 pieces (2.4%), 86 pieces (2.3%), 80 pieces (2.2%), 80 pieces (2.2%), and 76 pieces (2.1%). Among them, application/change/renewal surged 48% compared with the same period last year, and telecommunications content surged 55%, which requires special attention!
Judging from the customer complaint items of various telecom operators in 2025, in addition to “communication connection quality (730 cases/51.8%)”, Far EasTone Telecommunications customer complaints are concentrated in “application/change/renewal (264 cases/18.7%)”, “billing issues (80 cases/5.7%)”, “customer service (68 cases/4.8%)”, and “charges (80 cases/4.8%)”.
Although the number of customer complaints about Taiwan Mobile has dropped significantly in 2025, the top five customer complaints are “communication connection quality (639 cases/48.5%)”, “application/change/renewal (93 cases/7.1%)”, “rate (52 cases/3.9%)”, “telecom content (52 cases/3.9%)” and “customer service/billing issues (50 cases/3.2%)”. It is worth noting that Taiwan Mobile has a relatively high customer complaint rate in terms of tariffs, rental cancellations, subsidies, reminders, telecommunications content, call suspension/disconnection, prepaid cards, speed-limited all-you-can-eat, international roaming, text messages, fake applications, personal data issues… and needs to be fully optimized.
Chunghwa Telecom has the lowest number of customer complaints among the three companies in 2025 but is also the only one with an increase in the number of customer complaints compared with last year. The top five customer complaints are “communication connection quality (536 cases/56.7%)”, “application/change/renewal (72/7.6%)”, “marketing calls and text messages (49 cases/5.2%)”, “customersServices (47 items/5.0%)”, “Charges (28 items/3.0%)”. Among them, the proportion of customer complaints regarding “communication connection quality”, “marketing calls and text messages”, and “code portability” is relatively high.
Since Taiwan has experienced telecommunications mergers and the complete shutdown of 3G networks in the past two years, the number of telecommunications customer complaints has been relatively high. Although Taiwan Mobile and Far EasTone Telecommunications have obviously optimized projects with a large number of customer complaints, the telecommunications customer complaints announced by the Telecommunications Consumer Dispute Resolution Center will always be just the tip of the iceberg. Facing all kinds of telecommunications users, optimizing the communication connection quality, improving the installation/change/renewal mechanism, strengthening customer service, etc. have always been the top priority of customer service for telecom operators. Among them, in recent years, in order to strengthen the income of value-added services, telecom operators have applied for free phone number and free experience. Value-added services will automatically be converted to paid subscriptions when they expire. This often leads to an increase in user disputes over billing, tariffs and telecom content, which requires special attention.
As far as telecom operators are concerned, Far EasTone has experienced a surge in customer complaints in the second half of the year regarding “application/change/renewal” and “billing issues”. Original Asia-Pacific users should pay attention to the issue of original card replacement rights and expiration of free value-added service experience. Taiwan Mobile must continue to comprehensively optimize customer complaints and disputes, and special attention must be paid to the issue of automatic subscription of free value-added service experience. Chunghwa Telecom should continue to optimize communication connection quality and telephone marketing issues to reduce the number of customer complaints.
Source: KOCPC Chinese