The Telecommunications and Digital Government Regulatory Authority reported that it had received 14,239 complaints from subscribers regarding the services of the companies “Etisalat by E&D” and “Du”, affiliated with the Emirates Integrated Telecommunications Company, during the year 2024, in the lowest number of telecommunications complaints received by the authority from telecommunications customers. More than eight years ago, compared to 23,241 complaints during the year 2023, a decrease of 9,002 complaints and a decline of 38.7% during the year. One.
The Authority stated in its report on “Telecommunications Complaints” for the year 2024, that it received 5,169 complaints about “Etisalat from E&” services, and 9,070 complaints about “Du” services.
The number of complaints received by the “Regulation of Telecommunications and Digital Government” from “Etisalat from E&D” and “Du” customers during the year 2022 was more than 26 thousand and 95 complaints, while it received 27 thousand and 864 complaints during the year 2021, and it also received 32 thousand and 534 complaints. During the year 2020, and more than 28 thousand complaints in 2019, while the Authority received more than 29 thousand complaints in the year 2018, and 28,193 complaints in 2017.
The report indicated that “Etisalat by E&” succeeded in closing 99.2% of the complaints submitted regarding its services, after finding solutions to them, as 0.1% of the complaints regarding its services were resolved in a period of more than five working days, while “ du closed 98.2% of complaints submitted to it after resolving them, with 0.1% of complaints related to its services being resolved within a period of more than five working days as well.
The Authority indicated that the level of subscribers’ satisfaction with resolving complaints related to “Etisalat by E&” services during the past year reached 89.2%, while the rate of dissatisfaction reached 5.7%, the rate of neutrality reached 5.1%, and the rate of satisfaction with resolving complaints related to “Du” services reached 89.8%. Compared to 4.1% for dissatisfaction rate, and 6.1% for neutrality.
The Telecommunications Regulatory Authority stated that the “Telecommunications Complaints” report comes within the framework of its efforts to improve the services provided to customers in the telecommunications sector in the country, and raise their level of happiness and satisfaction with these services.
. 89.8% satisfaction rate with resolving complaints related to “Du” services.
. “Etisalat by E&” succeeded in closing 99.2% of complaints about its services.
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