Today, the Communications and Information Technology Commission (CITC) issued an indicator for ranking telecom service providers according to number of complaints escalated to the commission during Q4 of 2020.
The indicator revealed that the total number of complaints escalated by telecom service users reached (14,233) complaints, during this quarter. Most of these complaints were regarding mobile telecom services, while the rest of the complaints were concerned with fixed services.
As for mobile telecom services complaints, most of these complaints were registered against (Zain), reaching (23) complaints per 100,000 subscriptions. While (Virgin) recorded the lowest number of complaints, with about (3) complaints per 100,000 subscribers.
CITC stated that the majority of these complaints were related to providing services without the user's consent, or objections to bills and financial obligations.
As for fixed telecommunication services; the indictor recorded the lowest number of complaints to (Mobily), at (22) complaints per 100,000 subscriptions. While (Zain) recorded the highest number of complaints in fixed telecommunications services during the last quarter of 2020, after recording (264) complaints per 100,000 subscriptions. CITC clarified that the majority of these complaints were due to service lag or low quality, as well as objections to bills and financial obligations.
By publishing the results of this indicator, CITC seeks to raise the level of transparency and promote competition among service providers.