Communications and Information Technology Commission Launches New System Allowing the Public to View Service Providers' Performance in Handling User Complaints

The Communications and Information Technology Commission has launched a new complaint submission system that allows the public and the media to view, through figures and statistics, the performance of service providers in the Kingdom in handling subscriber complaints submitted to companies via the Commission's website.

This new system reflects the Commission's commitment to transparency by making information available to the public on the performance of operators in the Kingdom in handling user complaints submitted via the Commission's website. It also serves to make things easier for telecom service users in the Kingdom by giving them an additional option — not a substitute — to the other channels through which companies receive complaints from their subscribers.

Through the "Complaint Response Reports" window, and via statistical figures listed under the name of each service provider, the new system allows users to view: the total number of complaints submitted against the service provider via the Commission's website, the number of complaints the service provider reported as resolved, the number of complaints the company failed to resolve within the regulatory deadline for handling complaints — which is 15 days from the date the complaint was submitted — in addition to the number of complaints submitted to the Commission because the complainant did not accept the service provider's resolution. The system also measures subscribers' satisfaction, or lack thereof, with the solutions provided by a service provider, with the results to be made available to the public on the Commission's website.

If the service provider fails to resolve the subscriber's complaint within 15 days of the date it was submitted, or if the subscriber is not satisfied with the resolution provided by the service provider, the subscriber has the right to submit a complaint to the Commission against the service provider via the Commission's website, following the same procedures previously in place. For more information, please visit the "Submit a Complaint" window on the Commission's website, www.cst.gov.sa.