TRA continues efforts to protect telecoms service consumers

TDT | Manama

Bahrain recorded an 89 per cent jump in telecom disputes in 2019 when compared to that a year ago, the latest Telecommunications Regulatory Authority’s statistics said.

The authority also said it expects the disputes in the sector to rise as more and more consumers are becoming aware of their rights. “Mobile services represent the largest segment of disputes consistently, year on year,” said Amna Al Ghatam, TRA Manager of Consumer Affairs.

“Statistically, Mobile subscriptions outnumber every other service in the sector, thus this is expected, paired with the fact that mobile service disputes comprise of mobile data, calls, coverage, billing and roaming, among other factors.

“We welcome and urge consumers to approach us with any issues they face with their telecom services by escalating their disputes through our channels,” added Al Ghatam.

60% - mobile disputes

Mobile services recorded the highest number of disputes at 60pc, whereas Broadband made up 24pc, Fixed Line services 11pc and others including calling cards 5pc. Out of the 1,604 complaints received in 2019, TRA said it resolved 1,597 of them.

“The rise in the number of complaints reflects that more and more consumers are becoming aware of our role,” said TRA Director of Consumer Affair & Media Shaikh Abdulla Bin Humood Al Khalifa adding, “We take every precaution to ensure that consumers are represented fairly.”

The video call service to subscribers with special needs, Shaikh Abdulla said, reflects TRA’s effort in such direction. The service, he said, enables subscribers with special needs to facilitate the communication process and educate them of their rights as consumers in the telecom sector.

He also pointed out that TRA’s Consumer Call Center (81188) has received more than 31,000 calls since its inception, with an average of 96pc success rate of responses to the calls.