Industry Research : TRA Report Shows Rise in Telecom Subscriber Complaints
The Telecommunication Regulatory Authority (TRA) has registered an increase in subscriber complaints against service providing firms, with the number seeing a 25 per cent rise in 2013 from 2012 and a massive 277 per cent since 2011.
The complaints have steadily risen over the past three years from 31 in 2011 to 93 in 2012 and 117 in 2013. TRA in its 2013 annual report, attributes this rise to increased consumer rights awareness and the launch of its call centre last year. As high as 93 per cent of the total 117 complaints registered in 2013 had been made by individual subscribers.
Maximum complaints - 70.9 per cent or 83 from the total 117 - were against Omantel in 2013; 26.5 per cent (31) were against Nawras, the report says. There was one complaint each against Injaz, Samatel and Renna.
The report says that most complaints were over mobile services (65 per cent) followed by those about Internet services (30 per cent).
The year 2013 registered 76 complaints about poor mobile services. The figures were 53 in 2012 and 11 in 2011. Over Internet services, there were 35 complaints in 2013, 24 in 2012 and six in 2011.
Complaints about fixed line services have dropped to six in 2013 from 16 in 2012 and seven the previous year.
Billing and payment issues were the most reported (42 per cent) followed by complaints about connection (23 per cent), others (19 per cent) and networks (16 per cent).
Muscat topped with 44 per cent of the total complaints, followed by North Batinah and Dakhliyah (both 14 per cent), Dhahirah eight per cent and South Sharqiyah seven per cent.
The authority stated that of all the complaints received, 68 per cent of them have been resolved within the year 2013. "Due to different nature of the complaints, decisions on 32 per cent were still not taken and are being resolved," it said.
Meanwhile, a Quality of Service (QoS) audit undertaken by TRA in 2013 has shown that mobile broadband coverage is good in Muscat but is found to be deficient outside the capital for both Nawras and Omantel.
The exercise also found that data performance levels are in line with the respective technology, however, mobile broadband customer experience could be enhanced by further optimising the operator's Inter-System strategy, where by inter technology strategy is applied by the service provider in its mobile cellular network where multiple technologies are working in tandem to deliver a particular service.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, August 4, 2014