TRA to focus on customer complaints

This also includes follow-up phases for the implementation of current and future projects, and the work accomplished.

By Staff Report

Published: Sun 8 Feb 2015, 12:08 AM

Last updated: Fri 26 Jun 2015, 12:06 AM

Abu Dhabi — The Telecommunications Regulatory Authority (TRA) and the service providers in the UAE will form a joint team to find appropriate solutions to customer complaints.

During a meeting between Hamad Obaid Al Mansoori, director general of TRA, and Saleh Al Abdooli, CEO of etisalat, on Thursday it was also agreed to hold regular meetings to discuss matters related to the sector and ways to deal with any issues concerning the users.

This also includes follow-up phases for the implementation of current and future projects, and the work accomplished. Both parties discussed several topics relevant to the mechanisms and strategies governing the telecommunications sector in the UAE.

The discussions included developing telecommunications services, increasing customer satisfaction and maintaining effective, positive and constructive competition between different accredited services providers.
Enhancing overall performance of networks, along with improving the quality of coverage in various parts of the UAE was also reviewed along with the need to rely on the use of the best techniques achieved in this area.

The meeting also examined the effective role played by the operators in providing services to the public and cooperation in handling customer complaints, in line with the issue at hand, where the main focus is maximum customer satisfaction.

“We look at service providers as true partners of the TRA, in achieving our goals and bearing the burden of the next phase the UAE is approaching in transforming into a smart government, along with Smart Cities and Expo 2020. This requires us all to work collectively with the spirit of one team. I take this opportunity to extend my thanks and appreciation to our counterparts in etisalat and du for their persistent cooperation in this context. I believe it is important to continue holding such meetings aimed at improving the nation’s ICT sector, providing a distinctive experience to customers,” said Al Mansoori.

“Today we are in the midst of a massive transition and transformation, to provide smart services through mobile devices, requiring the introduction of continuous improvements for the telecommunications sector’s infrastructure. We emphasize here, the need for vigorous efforts to provide quality services for customers, with the adoption of all advanced solutions to enhance communication so they can benefit from these services at any time,” he added.

Over the coming weeks, further gatherings and consultative meetings will be held with UAE associations and companies in the ICT field.

The TRA management will proceed to conduct a comprehensive survey of all points and topics that have discussed and identify aspects that will be operated on, in order to raise the profile of the ongoing work of the telecommunications sector in the UAE.


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