To compare between telecommunication providers, CITC published today the Indicator of Escalated Complaints for the 1st quarter of 2020. The Indicator showed an increase of escalated complaints from (7,393) in the 4th quarter of 2019, to (8,481) complaints.
The indicator also showcased an improvement in dealing with complaints for Mobile Telecommunications services, where Mobily and STC received less complaints compared to the same quarter of last year. On the other hand, the indicator showed lower ratings for Virgin and Lebara compared to the first quarter of 2019. While Zain was rated last by the indicator with an average of 16 complaints per 100,000 subscriptions
Regarding fixed telecommunication services, the indicator revealed an overall improvement for most providers compared to same quarter of last year. STC, Mobily and GO were the least in terms number of complaints. Whereas Zain was the highest in 1st quarter of 2020
CITC's escalated complaints indicator targets to achieve transparency in order to enhance the quality to services and encourage the competition between all providers.