TalkTalk's Chief Executive admits the firm had not always hit the mark where customer service is concerned.
In a candid interview with the Telegraph, Dido Harding confessed that two years ago, the broadband provider was letting its customers down through "unconscious incompetence".
The firm experienced major difficulties integrating the Tiscali's customers into its own subscriber base following a takeover of the rival service provider.
And around the same time, TalkTalk received a £3 million fine for sending the wrong bills to more than 65,000 customers.
"We are much more consciously incompetent now. When we get things wrong we understand that we've got it wrong and we know how to fix it," Ms Harding stated.
"We are trying very hard to be a grown up business, rather than rushing like a teenager."
Last month, Ofcom revealed that TalkTalk received 0.56 complaints per 1,000 customers over the first quarter of the year, a slight improvement on the 0.61 recorded in Q4 2011.