3.04% decrease in communications complaints within 10 months

The Telecommunications and Digital Government Regulatory Authority reported that it received 12,180 complaints from subscribers regarding the services of the companies “Etisalat by E&D” and “Du”, affiliated with the Emirates Integrated Telecommunications Company, during the first 10 months of this year, compared to 20,412 complaints during the same period. Compared to last year, a decrease of 8,232 complaints, bringing complaints from users of telecommunications services to a decline of 40.3%.

The Authority explained in its report on “Telecommunications Complaints” that it received 4,384 complaints about “Etisalat from E&” services, and 7,796 complaints about “Du” services during the first 10 months of 2024.

According to the report, Etisalat by E&M succeeded in closing 98.6% of complaints submitted regarding their services, after finding solutions to them, while 0.1% of complaints regarding its services were resolved in more than five working days. Du succeeded in closing 98% of complaints submitted to it after resolving them, while 0.2% of complaints about its services were resolved in more than five days. The authority indicated that the level of subscribers’ satisfaction with resolving complaints related to “Etisalat by Etisalat” services during the first 10 months of this year reached 88.2%, while the dissatisfaction rate reached 5.8%, and the percentage of neutrality reached 6%.

The satisfaction rate with resolving complaints related to Du services reached 88.4%, compared to 4.4% for dissatisfaction, and 7.2% for neutrality.

The Telecommunications and Digital Government Regulatory Authority had previously clarified that the complainant of telecommunications services must submit a complaint to the service provider, and if the customer is not satisfied with the resolution of the complaint, he can submit a complaint to the Authority, provided that the complaint includes the required documents, and the Authority reviews the request with the “provider” and takes action. The appropriate decision according to the laws in force in the country.

She stressed that licensees must establish effective procedures to investigate consumer complaints and resolve them in a proper and timely manner. Otherwise, these procedures will be complex, cumbersome, or time-consuming to the extent that deter consumers from filing complaints, noting the possibility of submitting a complaint via phone, email, the Internet, or in person. Personal or any other channel, such as applications and others, with a commitment to activate all these channels.

«Regulation of Communications»:

. Licensees must establish effective procedures for investigating and resolving consumer complaints in a proper manner.