The Telecommunications Regulatory Authority (TRA) received 19,106 complaints from the services of Emirates Telecommunications Company «Etisalat» and “du” of Emirates Integrated Telecommunications Company during the first seven months of 2020.
The authority indicated in a report issued yesterday that it had received 10 thousand and 462 complaints about the services provided by "Etisalat", compared to 8644 complaints from "du" services, since the beginning of 2020 until July of the same year, pointing out that the complaints relate to all services provided in Sectors: mobile, fixed, and internet.
According to the report, 94.1% of complaints related to Etisalat services were closed, while 3.9% of complaints were completed during a period of more than five days, while 95.7% of complaints related to “du” services were closed, and a percentage solution 2.4% of complaints in more than five days.
The report revealed that the level of customer satisfaction with resolving complaints related to Etisalat services was 70.4%, while the dissatisfaction rate was 15.2%, and the neutrality rate was 14.4%.
As for the satisfaction rate with resolving complaints related to “du” services, it reached 74.1%, while the dissatisfaction rate was 10.7%, and the neutrality rate was 15.2%.
The «Telecommunications Regulatory Authority» confirmed that the report issued on a monthly basis comes within the framework of its efforts to improve the services provided to the telecommunications sector customers in the country, and to raise the level of their happiness and satisfaction with these services, in line with the strategic direction of the government, to ensure the provision of services to customers, in accordance with the highest standards of quality, efficiency and transparency .
94.1% of Etisalat complaints closed, and 95.7% of Du's.