(MENAFN- Muscat Daily) There has been a 300 per cent rise in the number of consumer complaints the Telecommunication Regulatory Authority (TRA) has received over the past two years. It received 93 consumer complaints in 2012 compared to 2011's 31.
This indicates an improvement in consumer awareness and people's belief in TRA's role in facilitating a consumer-friendly service in the country, officials said.
Besides, it also showed consumers' greater understanding of the procedures to lodge complaints.
A senior TRA official said that the authority attaches great importance to customer grievances as it is one of the ways to improve service quality.
He further said that 80 per cent of complaints which were registered with the service providers were settled without the involvement of TRA. The complaints were categorised into - mobile phones, fixed lines and Internet. The number of complaints reported in 2010 was 46.
As part of enhancing quality services, the authority conducted an auditing of Class I and Class II license holders to ascertain the accuracy of their billing system. The discrepancies were conveyed to the operators to take remedial measures, he added.
To increase telecommunication penetration in the country, TRA has initiated a nation-wide programme to start telecommunication services in 250 villages in association with Omantel and Nawras.
This project will be completed by 2014, he added.
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