Demand for telecommunication services remains robust, yet not everyone is diligent about paying their bills on time. The situation worsens when individuals or companies face financial strain, causing phone bills to lose their priority status. As of October, the debt of individuals and companies in the telecom sector exceeded 1.5 billion PLN. Nearly 317,000 entities were in arrears, with the average overdue debt amounting to 4,732 PLN. So, who are the late payers? Predominantly, they are men aged 35-44 and residents of the Mazowieckie region. It is no surprise, then, that telecom companies are employing all available measures to handle unreliable customers.
Dynamic Growth of the Telecom Sector in Poland
Poland’s telecommunication sector is expanding rapidly – in 2023, its value grew by 6%, reaching a record-breaking 43.1 billion PLN. At the same time, operators spent over 11 billion PLN on infrastructure development, including 5G and fiber optic networks[1]. The high costs of accessing new technologies and pressure to comply with EU regulations, such as the European Electronic Communications Code, pose additional challenges for telecom companies. New regulations on telecom service contracts, such as easier contract termination and transparency requirements, enhance consumer protection but also impose operational costs on businesses.
Rising Customer Debt
Another significant challenge for the industry is the increasing volume of overdue payments. The telecommunication sector (classified as PKD 61), which includes landline and mobile network operators, internet providers, as well as satellite and cable services, faced customer and business debts nearing 1.5 billion PLN by the end of October 2024. According to the BIG InfoMonitor Debtor Register, 316,000 entities were overdue with payments, and the average debt amounted to 4,732 PLN.
“The telecommunication sector in Poland faces multiple challenges, requiring not only substantial investment in infrastructure but also effective adaptation to changing regulations. Operators are compelled to bear high costs for the development of advanced technologies like 5G, which can impact the industry’s profitability. Additionally, growing customer debts create financial risks that demand efficient management. Balancing infrastructure investments with cost management and minimizing the risks associated with customer debt will be crucial for operators,” comments Dr. Waldemar Rogowski, Chief Analyst at BIG InfoMonitor.
Debtor Demographics
A closer look at telecom debtors reveals that over 49% (156,000) are men, while women constitute 34% (108,000). In terms of age, the largest group of unreliable payers are those aged 35-44, accounting for 71,000 debtors. Millennials come second with 61,000 overdue accounts. The third-largest group consists of individuals aged 45-54, with nearly 54,000 debtors as of October.
In a survey titled “Poles’ Attitudes Toward Debt Repayment and Collection” commissioned by BIG InfoMonitor, respondents were asked to prioritize their payments in case of insufficient funds. Overdue rent (26%) and utility bills (26%) were considered the most urgent. In contrast, phone bills, despite being essential, were not prioritized during financial hardship – only 5% of respondents indicated them as important.
Of all telecom debtors listed in the BIG InfoMonitor register, 16% are businesses, totaling approximately 52,000 entities.
Regional Telecom Debts
On a regional level, the highest telecom debts were recorded in the Mazowieckie province, where total debt exceeded 239 million PLN, with an average debt of 5,802 PLN. The Silesian province followed with 203 million PLN in debt and an average overdue amount of 4,621 PLN. The Dolnośląskie province ranked third with a total debt of 149 million PLN and an average of 4,654 PLN. On the opposite end, the Świętokrzyskie province had the lowest debt, totaling 25.9 million PLN and an average of nearly 4,000 PLN.
Safeguarding Telecom Finances
In the most recent analysis period, telecom debt increased by 33.5 million PLN, while the number of debtors decreased by 11,300. A year earlier (October 2023/2022), there was a significant decrease in debt by over 63 million PLN, although the number of debtors increased by 20,500.
“The telecom industry, given its large customer base, actively uses tools offered by the BIG Debtor Register. Activity in our database shows that mobile operators are meticulous about recovering outstanding debts because unpaid invoices can lead to substantial losses. This requires effective risk management and motivating customers to pay on time. Telecom users need to understand that even one or two unpaid bills won’t go unnoticed among the many invoices issued monthly,” emphasizes Sławomir Grzelczak, President of BIG InfoMonitor.
[1] https://uke.gov.pl/akt/raport-o-stanie-rynku-telekomunikacyjnego-w-2023-roku,545.html
[2] The “Poles’ Attitudes Toward Debt Repayment and Collection” survey was conducted using the CAWI method by Quality Watch for BIG InfoMonitor, with a sample of 1,090 Poles aged 18+, in March 2024.
Source: https://managerplus.pl/kto-nie-placi-rachunkow-za-telefon-zadluzenie-telekomow-przekroczylo-15-mld-zl-67400 
