an annual decline of 8.3%

25.2 thousand complaints from “Etisalat” and “du” services within 10 months

The Telecommunications Regulatory Agency issues periodic reports on complaints about services provided by Etisalat and du.

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The Communications Regulatory Authority and the Digital Government in the country reported that it had received 25,217 complaints from subscribers regarding the services of Emirates Telecommunications Company (Etisalat) and Du, during the past 10 months, compared to 27,497 complaints during the same period last year, with a decline annual rate of 8.3%.

The authority indicated, in a report issued yesterday, that it had received 13,506 complaints about the services provided by "Etisalat", from the beginning of this year until the end of October, compared to 15,445 complaints during the same period in 2020, while it received 11,711 complaints from services. Du during the period between January and October 2021, compared to 12,052 complaints in the same period last year, pointing out that the complaints relate to all services provided in the mobile, fixed and Internet sectors.

The “Telecom Regulatory” report stated that 89.3% of complaints related to “Etisalat” services were closed, after 9.1% of complaints were resolved within a period of more than five days, while 85.8% of complaints related to “du” services were closed, after 12% of the complaints were resolved. complaints during the same period.

The report stated that the level of subscribers' satisfaction with solving complaints related to Etisalat was 58.5%, while the dissatisfaction rate was 19.4%, and the neutrality rate was 22.1%.

As for complaints related to du services, the percentage of satisfaction with their resolution was 67.3%, while the rate of dissatisfaction was 13.2%, and the percentage of neutrality was 19.5%.

It is noteworthy that the Telecommunications Regulatory Authority and the Digital Government issue periodic reports on complaints of services provided by operators (Etisalat and Du) in the country, within the framework of transparency and work to improve services provided to customers, and remove the causes of complaints.

• 58.5% of the level of satisfaction of "Etisalat" subscribers with the resolution of complaints, and 67.3% for "du".

• Complaints related to services provided in the mobile, fixed and internet sectors.

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