The Consumer Affairs Section is responsible for reviewing and resolving complex disputes between subscribers and licensees that are escalated from the Customer Happiness function, as well as disputes between licensees related to advertising activities, in accordance with approved regulatory frameworks. This includes examining and analyzing disputes and taking the necessary actions to ensure the proper application of relevant regulations.

The Section is also responsible for drafting, reviewing, and developing regulatory instruments related to consumer protection, with the aim of enhancing service quality in the telecommunications sector and ensuring clarity of the rights and obligations of both consumers and licensees.

In addition, the Section responds to escalated inquiries related to the Consumer Protection Regulation, as well as complaints and inquiries received through social media channels and escalated from the Corporate Communications function. It also handles inquiries received from government entities, including the Federal National Council.

The Consumer Affairs Section monitors licensees’ compliance with the Consumer Protection Regulation by analyzing escalated complaints, conducting mystery shopping visits to service centers, engaging with call centers, and issuing formal directives when necessary. Its scope of work further includes monitoring licensees’ websites and commercial advertisements to verify compliance with approved regulatory requirements.

The Section also conducts benchmarking exercises related to consumer protection regulations to ensure alignment with international best practices, and contributes to the continuous development of relevant regulatory frameworks within its defined mandate.