UAE telecoms regulator steps up oversight into customer complaints

Complaints against Etisalat and du have mounted since December 2013, when mobile users were allowed to switch between the two telcos.

The Telecommunications Regulatory Authority had said last year that seven out of every 10 applications made by subscribers to transfer their number from one network to another have been rejected. JeffShow more

The UAE telecoms regulator has increased its oversight of the handling of customer complaints by operators, according to its new director general.

Customer service is high on the agenda this year amid further liberalisation of the sector. In a meeting yesterday between Hamad Al Mansoori, head of the Telecommunications Regulatory Authority (TRA), and Saleh Al Abdooli, the chief executive of Etisalat's UAE operations, the two parties discussed how to improve "customer satisfaction", said a TRA statement yesterday.

“Today we are in the midst of a massive transition and transformation to provide smart services through mobile devices, requiring the introduction of continuous improvements for the telecommunications sector’s infrastructure,” said Mr Al Mansoori, who was appointed last month. “We emphasise here the need for vigorous efforts to provide quality services for customers, with the adoption of all advanced solutions to enhance communication so they can benefit from these services at any time.”

Complaints against both operators have mounted since December 2013 when mobile users were allowed to switch between Etisalat and du while retaining their phone number.

The TRA had said last year that as of May 18, only 55,555 mobile numbers had been successfully transferred out of 190,185 requests submitted in the first five months of the mobile number portability service’s availability.

The regulator also said that the 134,222 rejected applications included some that had been resubmitted more than once by the holder of the number.

In yesterday's statement, the TRA said that a joint team would be formed comprising the TRA and the operators "to find appropriate solutions to customer complaints".

The TRA said it would “follow up phases on the implementation of current and future projects, and the size of work accomplished for them. Also agreed upon was holding regular meetings to discuss matters related to the sector and ways to deal with any issues concerning the users”.

Yesterday du declined to comment. Etisalat did not provide comment before time of press.

“The satisfaction of customer service is now more visible with social media,” said Paul Black, director of telecoms at IDC Middle East, Turkey and Africa.

“The new director is taking a much more forceful role in bringing the operators together and finding solutions at a management level is a great initiative for the region.”

The plan to improve the coordination between du and Etisalat comes with competition expected to toughen between the two this year with greater sharing of infrastructure. Customers are set to soon have the ability to choose their provider of home services — including TV, internet and landline — according to previous comments from the regulator.

So far customers in the UAE are dependent on one operator or the other, based on where they live.

The TRA said it plans to conduct “a comprehensive survey of all points and topics” of the telecoms sector in the UAE.

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