The level of satisfaction of "Etisalat" subscribers reached 67.9%, and "Du" 73.3%.

“Telecommunications Regulatory”: 32.4 thousand complaints from “Etisalat” and “Du” services during 2020

Solving 2.3% of “Etisalat” complaints and 1.4% of “du” complaints within a period of more than 5 working days.

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The Telecommunications Regulatory Authority (TRA) reported that it had received 32,479 complaints from subscribers regarding the services of the Emirates Telecommunications Company (Etisalat) and the Emirates Integrated Telecommunications Company (Du) during the year 2020, an increase of 15.9% over the year 2019, which recorded 28,29 complaints.

In its report on “Communications Complaints 2020”, the Telecommunications Regulatory Authority stated that it had received 18,389 complaints regarding “Etisalat” services in 2020, compared to 12,699 complaints during the year 2019, and it also received 14,90 complaints regarding du services. For 15,330 complaints during the year 2019.

The authority stated, in its report, that “Etisalat” succeeded in closing 96.7% of the complaints submitted regarding its services during the year 2020 after finding solutions to them, while 97.5% of the complaints submitted regarding du services were closed after their resolution.

It added that 2.3% of complaints related to "Etisalat" services and 1.4% of complaints related to "Du" services were resolved within a period of more than five working days.

The Telecommunications Regulatory Authority indicated that the level of subscribers' satisfaction with resolving complaints related to “Etisalat” services during the year 2020 reached 67.9%, the “dissatisfaction” rate was 16.9%, and the “neutrality” rate was 15.2%.

While the rate of satisfaction with resolving complaints related to “Du” services was 73.3%, compared to 11.7% for the rate of “dissatisfaction”, and 15% for “neutrality”.

The authority confirmed that the report comes within the framework of its efforts to improve the services provided to customers in the telecommunications sector in the country, and to raise their level of happiness and satisfaction with these services, in line with the government's strategic direction to ensure the provision of services to customers in accordance with the highest standards of quality, efficiency and transparency.

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