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Bahrain TRA sees 35pc rise in consumer calls

MANAMA, July 29, 2017

Bahrain Telecommunications Regulatory Authority’s (TRA) call centre received a total of 5,280 calls in 2016 compared to 3,407 in the previous year; a 35 per cent leap attributed to higher awareness levels.

Ninety-nine per cent of calls were resolved on the spot, improving by a 4 per cent margin compared to 2015. Response success rate were 98 per cent improving by 2 per cent from the previous year despite higher call volume.

An exceptional service level was also achieved, maintaining at 94 per cent between 2015 and 2016 despite a larger volume of callers.

The number of complaints jumped to 796 in 2016, compared to 401 in 2015, a rise of 50 per cent.

Ninety-three per cent of complaints were closed in 2016 compared to (92 per cent) in 2015. It reduced from an average of 18 days in 2015 to 15 days in 2016 to close complaints.

The highest, most frequent categories among complaints were network service performance (31 per cent), billing and invoicing (23 per cent) by the end of last year. Roaming, number portability, and contractual issues were also among the complaints received during 2016.

“We undertake a number of consumer-centric operations and activities in favour of the consumer, taking into account the most immediate needs as the situation demands, year round,” said deputy general director of TRA, Sheikh Nasser Bin Mohamed Al Khalifa.

 “We achieve this with a multi-tiered approach ranging from consistent communication channels, to awareness programs, following the Authority’s efforts to enhance the general public with consumer concerns topics in the telecom sector.”

Various steps have been put into place by the TRA on how consumers can be approached to help them resolve telecommunication issues. Consumers are asked to call TRA‘s Consumer Call Centre on 81188, log-on to the consumer portal on consumer.tra.org.bh, or send an email via the site.- TradeArabia News Service




Tags: Bahrain | TRA |

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