7546 complaints during the first quarter of "Etisalat" and "Du" services

The Telecommunications Regulatory Authority (TRA) reported that the total consumer complaints at the Emirates Telecommunication Group "Etisalat" and "Emirates Integrated Telecommunications" "Du" recorded an increase of 7.9% during the first quarter of 2021, equivalent to 7,546 complaints compared to 6,989 complaints in the same period of 2020. With regard to the various services provided to fixed and mobile phones and the Internet.

The authority’s data revealed that the complaints lodged against the “Etisalat” company had reached 4,187 complaints during the first quarter, while the number of “Du” complaints reached 3359 complaints.

Regarding the subscribers ’satisfaction with the services provided by“ Etisalat ”and“ Du, ”a total of 6759 complaints were received, and“ Etisalat ”acquired 3,766 of them, compared to 2,993 complaints against“ Du ”.

58.42% of Etisalat customers expressed their satisfaction with the services provided, while 22.65% expressed their dissatisfaction, while the percentage of neutrality was 18.93%. On the other hand, 69.63% of Du customers expressed their satisfaction with the services provided, while the percentage of dissatisfaction reached Satisfaction is 15.84%, and the rate of neutrality is 14.53%.

89.95% of complaints submitted by Etisalat customers were closed after finding solutions to them, while 89.1% of complaints submitted by Du customers were closed after they were resolved, according to the Telecommunications Regulatory Authority.

The data indicated that 3.39% of complaints submitted by Etisalat customers were resolved within a period of more than 5 working days, while 2.89% of complaints submitted by Du customers were resolved within a period of more than five working days.

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