Service in Israel exposed: Thousands of complaints and NIS 855,000 returned to you

The Ministry of Communications publishes its 2025 public complaints report, revealing 7,913 complaints against communications companies – a 9.5% increase over the previous year. Over NIS 855,000 was returned to consumers following ministry intervention. The report introduces for the first time a willingness-to-correct index, alongside a breakdown of complaints by company and sector.

The Ministry of Communications has published its 2025 public complaints report, revealing that 7,913 complaints were filed against communications companies – a 9.5% increase compared to the previous year. All complaints were handled, with an average processing time of 12 business days. Over NIS 855,000 was returned to consumers following ministry intervention. The report introduces for the first time a willingness-to-correct index, which examines the rate at which companies rectified deficiencies or compensated customers even without a binding regulatory ruling. In the cellular sector, Hot Mobile leads with 49% willingness to correct, followed by Wecom with 42% and Exphone with 38%. Among internet service providers, Mash Communications leads with 87%. The report also includes a breakdown by relative number of complaints per 10,000 subscribers, and presents representative cases of significant financial refunds, including a reserve soldier who received a refund of NIS 7,420 and an 84-year-old senior citizen who received NIS 5,347 back.