TRA to start publishing ‘complaint indicators’
Manama : The Telecommunications Regulatory Authority (TRA) will start publishing “complaints indicators” against telecom operators to promote transparency and competitiveness among service providers.
This, according to TRA’s Senior Consumer Affairs Advisor, Shaikh Abdulla bin Humood Al Khalifa, will help providers to develop services and address complaints from their subscribers.
He also stressed that consumers have the right to contact the TRA in case the service provider fails to resolve the complaints.
“To do so, they can contact the Consumer Call Center 81188 or submit a complaint through the TRA’s website,” said Sh. Abdulla
He said this while revealing the call centre statics for 2017, during which the authority handled 942 complaints.
TRA has resolved 95pc of the complaints received during the year, Shaikh Abdulla said adding that 71pc of the consumers expressing their satisfaction in the solution offered.
Of the total complaints received, 55pc were from mobile market, while 30pc were from broadband market, 13pc from fixed services, and 2pc for the remaining
markets.
On category basis, complaints were broken down into Billing (33pc), Network Service Performance (25pc) and contracts (20pc), while the remaining categories combined for (22pc).
Roaming complaints, according to TRA, have fallen to about 4pc compared to previous years. In 2017, the Consumer Call Center received 4,053 calls with a 99pc response success rate.
On the World Consumer Rights Day, Shaikh Abdulla stated: “TRA has stepped up its efforts to protect consumer rights. This year, TRA issued the Consumer Disputes Regulation that establishes the principals and procedures for the handling of a dispute arising between a subscriber and a licensed operator.”
“This regulation is one of the legal instruments that will create more transparency and regulation among all concerned parties to reach a fair solution that preserves consumer rights in disputes,” he added.
Related Posts