Emirates News, Emirates News Today: 3.6% increase in complaints for “Etisalat” and “Du” services within two months. Source of news – Emirates News Today with details of the news, 3.6% increase in complaints for “Etisalat” and “Du” services within two months:
The authority stated in a report issued yesterday regarding telecom complaints during January and February 2021 that 78.3% of complaints related to “Etisalat” services were closed, compared to 76.3% of complaints related to “Du” services closed. This is considered a small percentage for the closure of complaints. Which during the past years has ranged between 90 and 95% at least.
The report revealed that 11.6% of complaints related to “Etisalat” services and 10.6% of complaints related to “Du” services were resolved within a period of more than five working days.
It is noteworthy that the percentage of subscribers’ complaints that were resolved by Etisalat and Du in more than five days ranged between 0.4 and 4% of complaints since 2017, when the authority began publishing complaints reports, in accordance with the principle of transparency.
Du and Etisalat complaints
The Telecommunications Regulatory Authority reported that it had received 4,691 complaints from subscribers regarding “Etisalat” and “Du” services during January and February 2021, compared to 4,527 complaints during the same period in 2020, an increase of 3.6%. It detailed that it had received 2,690 complaints about “Etisalat” services during last January and February, compared to 2001 complaints about “du” services, pointing out that the complaints relate to all services provided in the sectors: mobile phones, fixed phones, and the Internet.
The report revealed that the level of subscribers’ satisfaction with resolving complaints related to “Etisalat” services in January and February 2021 was 60.1%, while the dissatisfaction rate reached 20.2%, and the neutrality rate was 19.7%. The percentage of satisfaction with resolving complaints related to Du services reached 72.1%, compared to 13.3% for “dissatisfaction,” and 14.6% for neutrality.
The Telecommunications Regulatory Authority affirmed that the report comes within the framework of its efforts to improve the services provided to customers in the state’s telecommunications sector, and to raise their level of happiness and satisfaction with these services, in line with the government’s strategic direction, to ensure that services are provided in accordance with the highest standards of quality, efficiency and transparency.
• The authority received 2,690 complaints regarding “Etisalat” services, and 2001 complaints regarding “Du” services.
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