A consultation to develop the service of "Complaint about Telecom Providers"
Subject
The Telecommunications and Digital Government Regulatory
Authority (TDRA) is working to improve and develop the service of
"Complaint about Telecom Providers" to improve the user experience
and reduce the time taken to get the service. The list of improvements will
include:
• Providing
the service proactively, if the user is not satisfied with the solution
provided by the service provider
• Customer
can apply for the service through the service provider and get a reference
number from TDRA
• Raising
customer awareness about the service using all available channels
•
Facilitating application follow-up on digital platforms
Consultation Objective
The consultation aims to solicit your views on the new
improvements to the "Complaint about Telecom Providers" service, and
whether you have any additions or other improvements that can be implemented in
the coming period.
Share your thoughts
Before we launch the targeted improvements, please, share
your ideas and suggestions, which we will study and integrate into our service
improvement plan this year.
Expected decisions
After collecting ideas and feedback from participants, we
will launch the service in its new form with the above improvements and any
improvements that you may add.
Outcome
TDR studied the
comments of the users and set a plan of improvements that included:
1.
IntegratioAn with telecom service providers
2.
Proactively providing the service in case the user is dissatisfied with
the solution offered by the service provider
3.
Retrieving information provided to service providers without requesting
it from the user again
4.
Allowing users to submit complaints to service providers and obtain a
reference number without the need to visit service providers
5.
Intensifying user awareness of the service through various available
advertising channels
6.
Changing the service name
7.
Ease of access to the service
8.
Facilitating order tracking through digital channels
TDRA established a
schedule that included:
1.
Completion of the modification to TDRA's systems (for users) - first
phase - by the end of September
2.
Completion of the modification to TDRA's systems (for the call center)
in the second phase by mid-October
3.
Full launch at the end of October.
View the updated service on TDRA website.
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