Down 10% from the same period last year
21.5K complaints from Etisalat and du services in 11 months
The Telecommunications Regulatory Authority confirmed that the complaints reports aim to improve the services provided to customers. Cinematographer: Patrick Castillo
The Telecommunications and Digital Government Regulatory Authority (TDRA) reported that it received 21,564 complaints from subscribers regarding Etisalat by E&D and Emirates Integrated Telecommunications Company (du) services during the 11 months of this year, recording an estimated decline of 10%, or 2322,23 complaints, compared to 886,<> complaints received during the same period last year.
In a report on communications complaints, the Telecommunications Regulatory Authority said that it received 7032,14 complaints about Etisalat services from E&D and 532,11 complaints from du services during the first <> months of this year.
In its report, the TRA stated that Etisalat succeeded in closing 98.7% of complaints submitted regarding its services during the period from January 30 to November 2023, 95, after reaching solutions, while 6.<>% of complaints submitted about du's services were closed after resolution.
She added that 0.2% of complaints related to Etisalat services and 2.5% of complaints related to du services were resolved within more than five working days.
The Telecommunications Regulatory Authority indicated that the level of customer satisfaction with resolving complaints related to Etisalat services during the past 11 months reached 73.9%, and the rate of dissatisfaction reached 14.1%, while the percentage of neutrality reached 12%.
Satisfaction with the resolution of complaints related to du's services was 79.3%, compared to 6.5% for dissatisfaction and 14.2% for neutral.
It is noteworthy that these complaints reports come within the framework of the Telecommunications and Digital Government Regulatory Authority's efforts to improve the services provided to customers in the telecommunications sector in the country, and raise the level of their happiness and satisfaction with these services, in line with the government's strategic direction to ensure that services are provided to customers, in accordance with the highest standards of quality, efficiency and transparency.