Telecoms: Increasing complaints | L’Economiste

Subscriber claims against telecom carriers are skyrocketing. According to the National Telecommunications Regulatory Agency (ANRT), the number of complaints received and processed during the first quarter of 2023 increased, compared to the previous quarter.

As a reminder, the telephone market regulator deals with consumer complaints, of which it is the recipient. These are generally complaints relating to telecommunications services provided by public network carriers. In total, at the end of the first quarter of 2023, ANRT received and processed 362 complaints compared to 133 at the end of March 2022. Per category, the most recurrent complaints are those related to the ADSL service (48%). This is followed by complaints relating to the mobile voice service (32%). Customer disputes relate in particular to portability, billing, quality of service, phone carriers, the non-availability of the signal/network, or even contractual complaints. More importantly, most criticisms come from retail customers (97%). Roughly speaking, consumer complaints relate to different segments of service provision: mobile and fixed telephony, FTTH (Fiber-to-the-Home), ADSL, 3G/4G Internet, and other issues. To collect and process complaints, the regulator uses different sources, including mail, mailing, the complaints platform, and other sources. According to ANRT, consumer complaints are received either directly (mail, website, e-mail to the following address [email protected]), or via Khidmat Al Moustahlik (www.khidmat-almostahlik.ma ) or through Chikaya (www.chikaya.ma). These online platforms allow users (individuals , businesses, local authorities, and other stakeholders) to contact the regulatory authority and report malfunctions encountered in their relationship with their service provider. At the same time, these feedbacks are sources of improvement that phone carriers are called upon to address urgently, in order to optimize the customer experience.

Amin RBOUB