"Communications Commission" ranks telecom service providers according to their customer care during the second quarter of 2020

The Communications and Information Technology Commission issued, today, an index ranking telecom service providers in terms of complaints escalated to the Commission during the second quarter of 2020, according to the level of customer care shown by each service provider.

The index revealed that the total number of complaints escalated by subscribers to the Commission after not being resolved by the service provider reached (18,891) complaints, which the Commission handled and resolved.

The index revealed that Zain recorded its worst performance since the index's launch, topping the list of companies with the most complaints in mobile communications services during this quarter, with (35) complaints per 100,000 subscriptions. Virgin recorded the lowest number of complaints, with (3) complaints per 100,000 subscriptions.

As for fixed-line communications services, the index recorded an improvement in the performance of both Etihad Etisalat (Mobily) and Integrated Telecom Company during the second quarter of 2020, compared to the same quarter in 2019, while both Saudi Telecom Company (STC) and Etihad Atheeb Telecom (GO) recorded a decline in their performance during the second quarter of 2020, compared to the same period last year, as shown by the index, in which Zain topped the list of companies with the most complaints, with (136) complaints per 100,000 subscriptions, while Etihad Etisalat (Mobily) recorded the lowest number of complaints in fixed-line communications services, with (25) complaints per 100,000 subscriptions.

The index ranking telecom 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 against every 100,000 subscriptions for each service provider, based on automated monitoring of complaints from the website and its associated applications.