According to First Quarter 2021 Results, "The Communications Commission" Ranks Telecommunications Service Providers by Their Care for Users

The Communications and Information Technology Commission issued today

the index ranking telecommunications service providers

according to their levels of care for users during the first quarter of 2021.

The index revealed that the total number of complaints escalated by users to the Commission amounted to (11,773) complaints, noting that Zain Company recorded the highest number of complaints escalated to the Commission in mobile communications services during the first quarter of the current year, 2021, at (16) complaints per 100,000 subscriptions, while Virgin and Lebara recorded the fewest complaints in mobile communications services, at (3) complaints per 100,000 subscriptions.

The Commission indicated that the majority of these complaints were due to objections to bills and financial obligations, in addition to the establishment of a number or service without a request from the user.

As for fixed communications services, the index recorded Mobily as having the fewest complaints escalated to the Commission, at (22) complaints per 100,000 subscriptions, while Zain recorded the most complaints in fixed communications services during the first quarter of 2021, after recording (164) complaints per 100,000 subscriptions. The Commission explained that the causes of the majority of these complaints are attributable to poor service quality or service outages, in addition to objections to bills and financial obligations.

It is worth noting that the Communications and Information Technology Commission seeks, through publishing the results of the index ranking telecommunications service providers in terms of complaints escalated to the Commission, to raise the level of transparency and stimulate competition among service providers, to raise service efficiency and enhance its quality and development, as the index analyzes data relative to every 100,000 subscriptions for each service provider, based on automated monitoring of complaints from the Commission's website.

To view the report, click here.