33% Decrease in the Number of Complaints... "The Communications Commission" Issues the Results of the Ranking of Service Providers by Level of User Care During the Second Quarter

The Communications and Information Technology Commission issued today the index ranking telecommunications service providers in terms of complaints escalated to the Commission during the second quarter of 2019, according to service providers' levels of customer care, with the aim of enhancing competition among operators to raise the efficiency of the services provided, enhance their quality, and drive them toward developing these services in line with users' expectations, through publishing the results of indicators and data according to transparent and clear mechanisms.

The index ranking telecommunications service providers in terms of complaints escalated to the Commission during the second quarter of 2019 revealed that the total number of complaints escalated by subscribers to the Commission after they were not resolved by the service provider amounted to (12,085) complaints, which the Commission handled and resolved.

The number of complaints escalated to the Commission decreased during the second quarter of this year by (33%) compared to the second quarter of 2018, after the Commission adopted a number of solutions supporting the shortening and facilitation of procedures, most notably shortening the complaint processing period from 15 days to 5 working days, in addition to referring failures detected on the part of operators in resolving customer complaints to the Committee for Considering Violations of the Telecommunications Act, to take the penalties prescribed under the Telecommunications Act and its implementing regulations.

Etihad Jawraa Company (Lebara) and Virgin Company topped the list with the fewest complaints escalated to the Commission in the mobile communications category, with one complaint for Lebara Company for every hundred thousand subscriptions, and 2 complaints for Virgin Company for every hundred thousand subscriptions.

Saudi Mobile Telecommunications Company (Zain) came at the top of the list of companies with the most complaints in the mobile communications services category, recording (21) complaints for every hundred thousand subscriptions, while Saudi Telecom Company came in second place in terms of most complaints in the mobile communications services category with (12) complaints for every hundred thousand subscriptions, and Etihad Etisalat Company (Mobily) recorded (10) complaints for every hundred thousand subscriptions in the mobile communications services category.

As for the number of complaints in fixed-line telecommunications services, Integrated Telecom Company recorded (101) complaints for every hundred thousand subscriptions, followed by Etihad Atheeb Telecom Company with 75, and Saudi Telecom with 64, while Mobily recorded the fewest in fixed-line telecommunications services with 48 complaints for every hundred thousand subscriptions.

The index ranking telecommunications service providers in terms of complaints escalated to the regulator is one of the latest practices applied globally in achieving transparency and stimulating competition among service providers to raise service efficiency and enhance its quality and development, as the index, based on automated monitoring of complaints from the website and its associated applications, analyzes data relative to every hundred thousand subscribers for each service provider.

It is worth noting that the Communications and Information Technology Commission receives complaints escalated to it through an integrated complaint-handling system, and periodically issues ranking indices, to ensure the provision of the most accurate data to users about the performance of telecommunications service providers in resolving their customers' complaints, and to contribute to enabling users to choose the appropriate service provider in light of these indices.

Click here to view the service providers' ranking (complaints escalated to the Commission) - Second Quarter 2019