During the first eight months of this year, the TRA received 18,962 complaints from subscribers regarding the services of Etisalat and du of Emirates Integrated Telecommunications Company, compared to 17,559 complaints during the same period in 2018. An increase of 8%.
In a report released yesterday, the TRA said it received 8,489 complaints about Etisalat's services compared to 8,149 complaints during the same period in 2018, while 10,473 complaints regarding du services were received against 9,410 complaints during the same period in 2018. Complaints are related to all services provided by telecom operators in the mobile, fixed and Internet sectors.
The Telecommunications Regulatory Authority confirmed that operators succeeded in closing a high percentage of complaints, as 96.9% of complaints related to Etisalat services and 97.2% of complaints related to du services were closed after finding solutions.
It noted that 2.3% of complaints related to Etisalat services and 1.9% of du complaints were resolved in more than five working days.
According to TRA, the level of customer satisfaction with resolving complaints related to Etisalat services was 72.2%, dissatisfaction was 12.3% and neutrality was 15.5%. Satisfaction with the resolution of complaints related to du services was 71.4%, dissatisfaction rate 12% and neutrality 16.6%.
The report comes as part of its efforts to improve the services provided to customers in the telecommunications sector in the country and to raise their happiness and satisfaction with these services, in line with the strategic direction of the government in ensuring the provision of services according to the highest standards of quality, efficiency and transparency.