Complaint mediation
Companies and consumer complaints
Every complaint sent to a company starts a response deadline. We publish who answers, how fast, and whether the consumer confirms the problem is solved.
Telecoms
| Company | Complaints | Response rate | Confirmed resolution | Average response time |
|---|---|---|---|---|
| Orange Burkina Listening company Ouagadougou | 21 | 95 % | 78.9 % | 24 h |
| Moov Africa Ouagadougou | 5 | 75 % | 66.7 % | 43.3 h |
Retail and prices
| Company | Complaints | Response rate | Confirmed resolution | Average response time |
|---|---|---|---|---|
| Boulangerie Le Bon Pain (fictive) Bobo-Dioulasso | 2 | 50 % | 100 % | 10 h |
Banks and Mobile Money
| Company | Complaints | Response rate | Confirmed resolution | Average response time |
|---|---|---|---|---|
| Coris Bank International Ouagadougou | 3 | 100 % | 66.7 % | 27.3 h |
Energy and water
Indicators computed over the last 12 months, refreshed every night.
How the indicators are computed
- Complaints: cases filed on Consom’Action and linked to the company over the last 12 months.
- Response rate: share of cases sent to the company that received an answer, among those whose deadline has passed or that were already answered.
- Average response time: time between sending the case and the company’s first answer.
- Confirmed resolution: share of answered cases for which the consumer personally confirmed the problem is solved.
- No response: cases whose deadline (72 hours by default) passed without an answer.
- Complaints are reviewed by our team before being sent; complainants’ contact details are shared only with their consent.
“Listening company” label: at least 20 complaints, a response rate of at least 90% and confirmed resolution of at least 70% over a rolling 12 months. The association may withdraw it in case of observed breaches.