The Telecommunications Regulatory Authority (TRA) reported that it had received 2,279 complaints about the services of Emirates Telecommunications Company (Etisalat) and “du” of Emirates Integrated Telecommunications Company, during January 2020.
These complaints represent a decrease of 21.8% from complaints received by the authority in January 2019, amounting to 2914 complaints.
The authority stated in a report yesterday that complaints related to Etisalat services accounted for 1007 complaints out of the total, while the number of complaints related to “du” services reached 1272 complaints, noting that the complaints related to all services provided in the mobile, fixed and internet sectors .
According to the TRA report, 88.9% of complaints related to Etisalat services were closed in January 2020, after solutions were reached, while 89% of complaints related to Du services were closed.
The report stated that 0.9% of the complaints related to Etisalat services were resolved, and 1.1% of the complaints related to «du» services in a period of more than five working days.
The report revealed that the level of "satisfaction" of subscribers for resolving complaints related to "Etisalat" services in January was 71.2%, while the "dissatisfaction" rate was 14.4%, and the "neutrality" rate was 14.4%. The percentage of complacency about resolving complaints related to “du” services reached 72.1%, and the “dissatisfaction” rate reached 10.4%, while “neutrality” reached 17.5%.
The «Telecommunications Regulation» confirmed that the report, which is issued on a monthly basis, is part of its efforts to improve the services provided to telecommunications sector customers and to raise the level of their happiness.
The "Telecommunications Regulatory Authority" received 2,279 complaints last month.