Communications Regulation: an increase of 14.1%

21,600 complaints from “Etisalat” and “Du” services within 8 months

Complaints related to mobile, fixed and internet services.

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The Telecommunications Regulatory Authority (TRA) received 21,642 complaints from the services of the Emirates Telecommunications Company (Etisalat) and “Du” of the Emirates Integrated Telecommunications Company, during the first eight months of 2020, an increase of 14.1%, compared to the number of complaints during the same period in 2019. , Which amounted to 18,962 complaints.

The authority stated in a report issued yesterday that it had received 11,921 complaints regarding services provided by “Etisalat” during the period between January and August 2020, compared to 8,489 complaints registered in the same period last year, while it received 9,721 complaints from “du” services in exchange for 10,473 complaints, noting that the complaints relate to all services provided in the mobile, fixed and internet sectors.

The report stated that 96.2% of complaints related to “Etisalat” services were closed after 1.6% of complaints were resolved, and 97% of complaints related to “Du” services were closed, after 1% of complaints were resolved in more than five working days.

According to the report, the level of subscribers' satisfaction with resolving complaints related to “Etisalat” services was 69.5%, the dissatisfaction rate was 15.8%, while the rate of neutrality was 14.7%.

As for the percentage of satisfaction with resolving complaints related to du services, it reached 73.5%, the dissatisfaction rate was 11.1%, and the rate of neutrality was 15.4%.

The Telecommunications Regulatory Authority affirmed that the report comes within the framework of its efforts to improve the services provided to those dealing with the telecommunications sector, 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 in accordance with the highest standards of quality, efficiency and transparency.

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