Broadband users are satisfied with their Internet services, the Office of the Telecommunications Authority says. But it warns that inadequate information provided by service providers hinders consumer choice.

According to the office's survey conducted last year, 87% of the respondents were satisfied with the broadband services they were using.

Service reliability was the most significant factor that consumers would take into account while making their purchasing decisions. This was followed by download speed, quality of customer service, price and customer service hotline.

Clarity urged

While 62% of respondents considered that there is sufficient information available for the choice of broadband service providers, 38% said the information is inadequate. Consumers want clear information on the price, transmission speed and quality of service of individual service providers.

The results also show that many problems encountered by residential broadband users are not connected with the service quality delivered by providers.

The office will work with the industry and the Consumer Council on ways to address consumer concern. It has also talked to service providers on how they should make the necessary information available to consumers.

Best practice

The office is developing a number of Best Practice Indicators concerning advertising and provision of pricing information to potential customers.

The indicators will identify potential problem areas where misleading or deceptive conduct may occur and prevent consumers from being misled in choosing Internet service providers.

The office will also study the feasibility of launching an education programme about being smart information technology users at home.