Based on our vision to advance the ICT sector through the regulation to achieve a highly competitive environment, provide superior services to subscribers, and establish an attractive ecosystem for investors, a quarterly rating indicator of telecom service providers has been launched based on the number of complaints escalated to the commission. CITC developed and published an indicator that rates service providers according to number of complaints that users escalated to the CITC. The indicator, which is published quarterly, presents the rating of service providers according to these complaints. The aim of the indicator is to provide the information for the public users regarding the performance of telecom service providers, in resolving their customers’ complaints clearly and transparently, in order to enhance competition among ICT service providers. The indicator is calculated based on the number of complaints received by the CITC, to the number of service provider subscriptions for each service category.

What is the indicator?

It is an indicator to rate telecommunication service providers in terms of number of users’ complaints escalated to the CITC. The indicator shows the data of complaints that received by CITC electronic system from the telecom service users.

What is the objective of publishing the indicator?

Raising the attention to users’ complaints. Providing the information regarding the performance of telecom service providers in resolving customer complaints, which enable the users to select the most suitable service provider. Enhancing transparency and competition among telecom service providers.

How to read the rating indicator of service providers?

The complaints divided into four categories based on the type of service provided, as follows: 

  • Mobile Voice Telecommunications Complaints, denoted by (Mobile Voice): The escalated Complaints to the CITC from the user through CITC’s website, after submitting a complaint to the service provider. The mobile voice telecommunications services include: (singular and bundled packages, whether postpaid or prepaid). 

  • Fixed Voice Telecommunications Complaints, denoted by (Fixed Voice): The escalated Complaints to the CITC from the user through CITC’s website, after submitting a complaint to the service provider. The fixed voice telecommunications services include: (The landline). 

  • Fixed Broadband Complaints, denoted by (Fixed Internet): The escalated Complaints to the CITC from the user through CITC’s website, after submitting a complaint to the service provider. The fixed broadband services include: (FTTx, DSL and WiMax). 

  • Mobile Broadband Complaints, denoted by (Mobile Internet): The escalated Complaints to the CITC from the user through CITC’s website, after submitting a complaint to the service provider. The mobile broadband services include: (The embedded internet on the voice SIM and data SIM).

How the rating indicator of service providers was calculated (The escalated complaints to the CITC)?

The indicator was calculated based on the number of escalated complaints to the CITC by users and accepted to the number of service provider subscriptions for each indicator category. The rating indicator of service providers (The escalated complaints to the CITC) = “Numbers of escalated complaints to the CITC”/” service provider subscriptions” × 100.000

What is the unit of measurement?

The unit of measurement that used in this indicator is the number of complaints per 100,000 subscriptions.

What are the sources of information that used in the indicator?

The indicator data was collected through the CITC’s complaints system and the market studies report of the CITC.

Notice:

The indicator reflects the number of complaints that users escalated through the complaints system of the CITC. The complaints submitted directly to the service providers are not included in this indicator.
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