Within the framework of the keenness of the National Telecom Regulatory Authority (NTRA) to continually improve the quality of telecom services, and to enhance the experience of telecom service users in obtaining high-quality and affordable services, the NTRA has issued a report on “Telecom Service Users Complaints Tracking and Follow-up System”. This comes to implement transparency that enables the users to get complete information about the services provided thereto.
The report displays the indicators for following up on the users’ complaints received by the NTRA’s Call Center through No. 155. It includes the number of complaints received, the percentage of complaints resolved after their escalation to the NTRA during the measurement period, and the service providers’ average complaint response time during the first quarter of 2020.
The report has been issued in light of NTRA’s commitment to play its role in strengthening ways of networking and interacting with users, ensuring transparency and data disclosure to provide the public with adequate information and indicators of the service quality level and the extent of operators and service providers’ response to various complaints. This positively affects the users’ satisfaction and improves their experience in obtaining high-quality services.
It is worth mentioning that the NTRA received 52,038 complaints from telecom service users, including complaints about mobile, internet and fixed services, as 50,549 complaints were resolved, that is, more than 97% of the total complaints submitted.
To review the full report, please visit the following link:
 Users Complaints Response Complaint- Q1 2020