Communications and Information Technology Commission resolves 98% of user complaints during 2015

The Communications and Information Technology Commission received - during 2015 - more than (51 thousand) complaints, of which (98%) were resolved, representing (0.085%) of the number of fixed and mobile communications service subscribers in the Kingdom. The Commission said that the complaints received by the Commission were of several types, including billing, phone nuisances, service quality or unavailability, and service disconnection complaints, among others.

The Commission explained that it analyzes subscribers' complaints and their causes after receiving them through its electronic system dedicated to handling complaints, which allows the subscriber to submit a complaint to the service provider, and if not resolved, allows it to be escalated to the Commission through the same system, in addition to the electronic complaints system allowing access to reports on service providers' responsiveness to complaints.

The Commission has also issued awareness programs through its official media channels on social networking sites explaining to subscribers the steps for filing a complaint against telecom service providers through the website, with the aim of facilitating the steps for filing a complaint. This approach by the Commission comes as part of its responsibilities towards subscribers and their protection, safeguarding their rights, and achieving the highest levels of satisfaction among them.

It is worth noting that the Communications and Information Technology Commission issued in 2015 a document protecting communications and information technology services users, which came as a result of the Commission's study of the causes of recurring complaints and their analysis, and developing solutions to address them and avoid their recurrence, in a way that achieves user protection. That document came in 11 articles obligating communications and information technology service providers to a set of procedures aimed at protecting the service applicant and user, whether when requesting or canceling the service, or billing it, in addition to how to deal with the credit limit, internet packages, and the service provider's obligations to protect the user during international roaming, and its obligations in dealing with user complaints.