Telecommunications company i-Cable yesterday defended its customer service record, saying it had invested $1 million in a call centre to help eliminate disputes between customers and sales staff. The company was named earlier this week as the telecom provider with the largest number of complaints registered against it between May 2003 and September last year. The telecoms watchdog Ofta recorded 65 complaints from i-Cable WebServe customers, out of a total of 152 complaints concerning all telecom companies. Unionists said i-Cable sales staff were paid a low base wage of $3,000 to $4,000 a month and were pressured by their bosses to attract customers using deceptive sales tactics. Benjamin Tong Wai-sun, executive director of i-Cable's multimedia services, yesterday said the quality control system was installed in November. Instead of having sales staff simply record their conversations with customers, the company added an extra step by requiring call-centre staff to confirm the contract and personal data with the customers before the service was installed. This conversation is recorded and stored as a computer file along with a copy of the application form. The annual cost of this system is $4 million. Mr Tong said most disputes arose when customers did not realise there would be a surcharge to install the system in a particular building, or when they were required to pay an additional fee for transferring the service to another flat within the same building. He said i-Cable would continue to pay its staff on commission. 'Some salespeople get more than 100 orders a month while others get eight to 10. There are many extreme cases and it would not be fair to the hard workers to award all of them the same amount of money,' he said. Ofta has suggested that companies withhold commissions if there is something wrong with a person's sales tactics. Mr Tong said his company withheld commissions on individual cases. The base salary for i-Cable sales people is $4,000.