According to Fourth Quarter 2019 Results, the Communications Commission Ranks Telecommunications Service Providers by Their Care for Customers

The Communications and Information Technology Commission issued today the index ranking telecommunications service providers in terms of complaints escalated to the Commission during the fourth quarter of 2019, according to service providers' levels of customer care.

The index recorded that the total number of complaints escalated by subscribers to the Commission after they were not resolved by the service provider amounted to (7,393) complaints, which the Commission handled and processed, compared to (11,504) complaints in the third quarter of 2019. The index also shows that fixed communications services and mobile communications services recorded their best performance since the index was launched in 2017, as a result of adopting a number of solutions to facilitate the procedures for escalating complaints to the Commission and streamlining their processing, most notably addressing the root causes of complaints, 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.

The index recorded an improvement in the attentiveness of both Etihad Etisalat Company (Mobily) and Saudi Telecom Company (STC) to user complaints in mobile communications services during the fourth quarter of 2019, compared to the same quarter of the previous year. Virgin Company and Lebara Company maintained their performance, while Zain Company topped the list of companies with the most complaints, at (12) complaints per 100,000 subscriptions.

As for fixed communications services, the index recorded an improvement in the performance of most companies during the fourth quarter of 2019, compared to the same quarter of the previous year, with Mobily recording the best performance among companies in this category, while Zain came at the top of the list of companies with the most complaints.

The index ranking telecommunications service providers in terms of complaints escalated to the Commission 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 analyzes data relative to every hundred thousand subscriptions for each service provider, based on automated monitoring of complaints from the website and its associated applications.

To view the report, click here.