Every year, the National Commission for Regulation of Electronic Communications (NCEC) receives about 6,000 complaints from mobile and Internet subscribers. Most complaints are related to debiting funds and problems when switching between tariff plans.
Every year, the National Commission for Regulation of Electronic Communications (NCEC) receives about 6,000 complaints from mobile and Internet subscribers. Most complaints are related to debiting funds and problems when switching between tariff plans.
This was reported by the head of the National Electricity Commission Liliya Malyon in a comment to Liga.net. During the first half of 2025, the department received 2,518 appeals. The most common are complaints about unjustified withdrawals of money from accounts, as well as situations when the balance of funds is not transferred when changing the tariff, but is converted into bonuses. In second place is the quality of mobile communication, especially during power outages.
More than half of the applications (50.8%) were considered in the format of explanations. At the same time, in 505 cases (20.1%), subscribers received compensation: operators were forced to refund funds, restore services or provide discounts. The remaining applications were left without satisfaction due to anonymity or lack of necessary data.
Malyon emphasized that operators regularly pay fines for violations. For example, at one of the recent meetings, one of the providers received four sanctions at once for manipulating funds when changing tariffs.
By analyzing complaints, the NCEC identifies systemic problems and changes regulatory rules. In July, in particular, the procedure for porting a mobile number was updated — now users can independently determine the date of the transfer and go through the process faster.
Despite the staff shortage (only seven specialists out of 220 full-time positions work in the appeals department), the Commission manages to process appeals. Some employees are mobilized or are on parental leave.
In the future, the NKEC plans to introduce an automated system for processing appeals using AI and open electronic offices for consumers. You can file a complaint now via the official website, hotline, mail or email, as well as the agency’s chatbot.
Recall, dev.ua previously wrote about how the revenues of mobile operators in Ukraine in the first quarter of 2025 increased by almost 30% compared to last year. At the same time, the average revenue per subscriber increased by a third, said Lilia Malyon, head of the National Commission for the Development of Mobile Communications.
