The General Authority for Communications Regulation revealed that the most complaints that were received by the Authority during the past year are complaints related to bills for the mobile phone service, and complaints related to broadband Internet coverage in some regions of the country.
She clarified in response to the «Emirates Today» questions that despite the increase in the number of complaints about invoices, there is a clear decrease in the percentage of complaints related to invoices, compared to the subscriber base, in light of the large expansion of the subscriber base.
She added that the amendments made in the amended version of the consumer protection systems issued last year, had a positive impact in enhancing the role of the telecommunications sector and continuing to provide value-added services to consumers, and improving their overall satisfaction, which was reflected in the reduction in the number of complaints and disputes, especially complaints Related to billing.
The authority revealed that an improvement plan had been prepared to raise the percentage of complaints closed within the specified time period, which amounted to five days, after noting that there was a slight decline in complaints that were closed during the first months of this year and 2019.
She confirmed that an improvement and increase in the rates of closing complaints and resolving them within five working days were observed in the last year of this year.
Regarding the reasons for the decline in customer complaints, the Telecommunications Regulatory Authority clarified that it is constantly working to amend consumer protection systems, by studying the most frequent complaints, and developing radical solutions to avoid them, in order to enhance the welfare of consumers and achieve their happiness.
It detailed that the amendments made by it include several aspects, such as requiring licensees to act transparently in all dealings with consumers regarding the services offered and / or provided to consumers, and operators must send a confirmation message after subscribing when activating any service, and be The default delivery mechanism for confirmation messages after subscribing by SMS, or in the form of other electronic communications as defined by the subscriber, and new amendments require licensees to provide information / summaries to subscribers with the main terms and conditions for services Concerned before and after the contract.
The Authority added that, with regard to contract termination fees, the new amendments stipulated that the calculated termination fees include the monthly rental fee, for one month only, after the consumer wishing to terminate his contract had to pay a termination fee that includes the monthly rental fee for all remaining months in Contract.
“Regulating Communications”: amending consumer protection systems by studying the most frequent complaints.