Consumer and Broadcasting Content Complaints Statistics Created by TATTPublisher1 on 6/7/2021 10:57:37 AM
During the period January 1, 2021 and March 31, 2021, TATT received and acted upon one hundred and sixty-nine (169) valid consumer complaints regarding mobile, fixed-line, subscription television and Internet services. One hundred and fifty-six (156) or 92.3% of these valid complaints were either resolved or closed by TATT.
A complaint is deemed resolved when the complainant is satisfied with the redress given by the service provider and/or TATT considers that the redress given by the services provider is fair and reasonable. A complaint is closed by TATT when (i) the complainant fails to respond to repeated requests to contact TATT or (ii) the complainant requests the complaint be discontinued.
The remaining thirteen (13) open consumer complaints were received close to the end of March 2021 and are expected to be resolved within the coming weeks.
TATT also received two hundred and thirty-one (231) calls on its Consumer Complaints Hotline that were unrelated to the one hundred and sixty-nine (169) valid complaints received for this period. These calls were either general enquiries regarding other organisations or invalid complaints.
Invalid complaints are those that fall within at least one of the following categories:
1) Complaints which do not fall within TATT’s purview as outlined in Section 18 (1) (m) of the Telecommunications Act.
2) Complaints which complainants first did not lodge with the service provider.
3) Complaints where complainants refused to provide relevant information, such as their names.
Overall, TATT had one thousand, five hundred and thirty-four (1,534) telephone interactions with customers during the reporting period.
Broadcasting Content Complaints
During the period January 1, 2021 and March 31, 2021, TATT received and acted upon seven (7) broadcasting content complaints. Four (4) were related to radio, whilst the other three (3) were related to television.
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