Consumer and Broadcasting Content Complaints Statistics Created by TATTPublisher1 on 11/23/2021 8:11:26 AM
During the period July 1, 2021 and September 30, 2021, TATT received and acted upon one hundred and thirty- three (133) valid consumer complaints regarding mobile, fixed line, subscription television and Internet services. One hundred and twenty-four (124) or 93.2% of all 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 service 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 nine (9) open consumer complaints were received close to the end of September 2021 and are expected to be resolved within the coming weeks. It must be noted that the consumer complaints statistics appearing in this advertisement relate to the resolution/closure of complaints as at October 28 2021.
TATT also received two hundred and twenty-five (225) calls on its Consumer Complaints Hotline that were unrelated to the one hundred and thirty-three (133) valid consumer 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 did not first lodge with the service provider.
3) Complaints where complainants refused to give their names.
Overall, TATT had one thousand, eight hundred and five (1,805) telephone interactions with customers during the reporting period.
Broadcasting Content Complaints
During the period July 1, 2021 and September 30, 2021, TATT received and acted upon eleven (11) broadcasting content complaints. Six (6) were related to radio, whilst the other five (5) were related to television. Six (6) complaints were resolved, four (4) are pending, whilst one (1) was invalid.
Pending complaints – These complaints are currently in the process of being reviewed by the Authority.
Invalid complaint – The complaint was considered invalid due to the lack of sucient details provided by the complainant.
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