«Regulation of Telecommunications»: Its closing rate is the highest this year

5.6% decrease in complaints related to “Etisalat” and “du” services

“Telecommunication Regulation”: The report comes within the framework of improving services provided to customers of the telecommunications sector.

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The Communications Regulatory Authority and the Digital Government revealed a decline in communications complaints in the country during the first seven months of this year, amounting to 5.6%, compared to the same period in 2020.

According to the authority, the number of complaints it received about the services of "Etisalat" and "du" reached 18,039 during the period from January 1 to the end of July 2021, compared to 19,106 complaints during the same period in 2020.

In a report issued yesterday, the "Telecom Regulatory and Digital Government" indicated that it had received 9,866 complaints about the services provided by "Etisalat" during the first seven months of this year, compared to 8,173 complaints from "du" services during the same period.

The report pointed out that the closing rates of complaints related to “Etisalat” and “du” services increased to reach their highest rate this year, after it decreased to 72% last January, as the closing rate of complaints related to “Etisalat” services increased to 87%, in A time in which 10.8% of Etisalat services complaints were resolved within a period of more than five working days.

Also, 86.6% of complaints related to du services were closed, and 11.7% of complaints were resolved within a period of more than five working days.

The report stated that the rate of “satisfaction” of subscribers with solving complaints related to “Etisalat” services was 58.8%, while the rate of “dissatisfaction” was 20%, and the percentage of “neutrality” was 21.2%, while the percentage of subscribers’ “satisfaction” with solving complaints related to services “Du” is 67.5%, the percentage of “dissatisfaction” is 13.1%, and the percentage of “neutrality” is 19.4%.

The TRA confirmed that the report, which is issued on a monthly basis, comes within the framework of its efforts to improve the services provided to the telecom sector customers in the country, and raise the level of their happiness and satisfaction with these services.

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