The Telecommunications Regulatory Authority (TRA) received 6,695 complaints from subscribers regarding the services of Emirates Telecommunications Company, Etisalat, and du, part of Emirates Integrated Communications Company, during the first quarter of this year, a decrease of 7.8%, compared to the same period last year.

The authority indicated in a report issued yesterday that it received 3425 complaints about the services provided by Etisalat during the first quarter of this year, compared to 3315 complaints from the company's services in the same period of 2019, while it received 3,533 complaints from the services of "du", Compared to 4233 complaints during the comparison period, pointing out that the complaints relate to all services provided in the mobile and fixed sectors and the Internet.

The report stated that 93.1% of complaints related to Etisalat services were closed, and 0.7% of complaints were resolved during a period of more than five working days, while 96% of complaints related to “du” services were closed, and 0.6% of Complaints in the same period.

The report stated that the level of customer satisfaction with resolving complaints related to Etisalat services during the first quarter of this year amounted to 71.8%, while the dissatisfaction rate reached 15%, and the neutrality rate was 13.2%.

As for resolving complaints related to “du” services, the satisfaction rate was 74.9%, while the dissatisfaction rate was 10.1%, and the neutrality rate was 15%.

The «Telecommunications Regulation» indicated that the report issued on a monthly basis comes within the framework of its efforts to improve the services provided to customers of the telecommunications sector in the country, and raise their level of happiness and satisfaction with these services, in line with the strategic direction of the government in ensuring the provision of services to customers in accordance with the highest standards of quality, efficiency and transparency .

3425 complaints received related to Etisalat, and 3,533 complaints related to “du”.