Related to mobile, fixed and internet

16 thousand complaints from "Etisalat" and "du" services during the first half

Creation of a customer complaints section within the Authority.

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The Telecommunications Regulatory Authority and the Digital Government in the country received more than 16,000 complaints from subscribers regarding the services of Etisalat and du during the first half of this year, to maintain almost the same level during the same period last year.

The "Communications Complaints" report, issued by the authority yesterday, indicated that the percentage of complaints resolved within more than five working days continued to increase, reaching 14.6% of complaints, after the ratio ranged between 0.4% and 4% of the total complaints since 2017, when The authority began publishing complaints reports.

In its report, the authority indicated that it had received 8,732 complaints about services provided by "Etisalat" during the first six months of this year, while it received 7,271 complaints related to "du" services during the same period, pointing out that the complaints related to all services provided in the mobile phone sectors. And firmware and the Internet.

The report stated that 84% of complaints related to "Etisalat" services were closed, after 13.2% of them were resolved within a period of more than five working days, while 83.1% of du's complaints were closed, after 14.6% of them were resolved in the same period.

The Telecommunications Regulatory Authority had previously issued directives to operators to respond to subscribers' complaints that were received directly to them within a maximum period of five working days, and a customer complaints section had been created within the authority.

The report stated that the level of subscribers' satisfaction with solving complaints related to Etisalat services during the first half of this year was 59.3%, while the dissatisfaction rate was 20.4%, and the neutrality rate was 20.3%.

As for resolving complaints related to du services, the authority's report indicated that the satisfaction rate was 67.5%, the dissatisfaction rate was 13.6%, and the neutrality rate was 18.9%.

• Continuing increase in the percentage of complaints resolved within 5 working days to reach 14.6%.

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