Israeli Telecom Complaints Surge in 2025 with Over 855,000 NIS Refunded
Israeli consumers recovered over 855,000 NIS in 2025 following Ministry of Communications interventions, as telecom complaints rose by 9.5% to nearly 8,000 cases.
Unauthorized charges, uncancelled subscriptions, and inflated bills from international roaming have driven thousands of Israeli consumers to the Ministry of Communications in 2025. According to the ministry's public complaints report, consumers recovered a total of 855,423 NIS following regulatory intervention, reflecting a significant rise in disputes.
Surge in Complaints and Mobile Sector Takeover
In 2025, the Ministry of Communications received 7,913 complaints against telecom companies, representing a 9.5% increase compared to the previous year. All inquiries were addressed, with an average processing time of 12 business days, including the time required to obtain responses from the respective operators. For the first time since 2022, mobile services accounted for the largest share of complaints at 55%, up from 41% in 2024, while internet-related grievances dropped to 38%.
"A reserve soldier was billed thousands of shekels for international calls on a data-only line intended for his five-year-old daughter. Following the ministry's intervention, he received a refund of 7,420 NIS," the report stated.
Resolving Disputes and Corrective Indexes
Fault repair times led the complaint list at 16%, followed by cellular reception quality at 9%, failure to terminate services upon request at 8%, overcharging at 7%, and fiber optic connections at 6%. The ministry also introduced a new index measuring companies' willingness to resolve issues voluntarily. Among mobile operators, Hot Mobile led by rectifying 49% of unresolved complaints in the consumer's favor, followed by WeCom at 42% and Xfone at 38%.
In terms of complaint volume relative to subscribers, Partner led the mobile sector with 1.31 complaints per 10,000 subscribers, followed by Teldor at 1.48 and Pelephone at 1.51. The Ministry of Communications emphasizes that consumers facing unresolved billing errors or poor customer service retain the right to submit formal grievances to the public complaints department.
