Ministry of Communications and Information Technology
11 August 2021
NTRA Issues User Complaints Response Report – H1 2021

The National Telecom Regulatory Authority (NTRA) has issued its semi-annual follow-up report on telecommunication user complaints, for the period from January to June 2021. The report presents the key indicators of complaints from landline, mobile phone and fixed broadband users, as well as the rate and time of response to customer complaints after being escalated to NTRA.

NTRA receives complaints against Mobile Network Operators (MNOs) all day long, through the Call Center 155. Moreover, NTRA has recently introduced new digital channels to facilitate communication with users and provide non-traditional mechanisms. Users can now submit complaints via NTRA official website, e-mail address and instant messaging apps including WhatsApp. As a result, NTRA received a large number of complaints, amounting to 117,298 during the first half of 2021.
To read the report, kindly click here.

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