The National Telecommunications Regulatory Authority (NTRA) has announced that it received 139,405 customer complaints against telecom service providers during the second half of 2025. What's really great is that operators showed a high response rate of 97%, with an average time to resolve a complaint being just 0.86 days.
Complaint Details by Service Type
The report highlighted that the majority of complaints were related to: Mobile phone services: 64,099 complaints (46%) Fixed internet services: 45,114 complaints (32%) Fixed phone services: 27,210 complaints (20%) Mobile devices: 2,982 complaints (2%)Channels for Receiving Complaints
Most complaints, about 88%, came through the dedicated Call Center (155). Another 4% were submitted via the NTRA's website, 3% through WhatsApp, 4% using the My NTRA app, and 1% from other social media platforms.How Complaints Are Handled
The NTRA takes customer complaints against service providers seriously. They receive these complaints through their Call Center (155) and a variety of digital channels, making it super easy for customers to get in touch. These channels include the NTRA's mobile app, My NTRA, their official website, email, and WhatsApp. The goal is always to provide quick and effective solutions for users. This report is part of the NTRA's ongoing efforts to monitor and track telecom service complaints. It showcases key indicators like the number of complaints, response rates, and resolution times, reflecting the service providers' commitment to high-quality customer service.Tags
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