Consumer and Broadcasting Content Complaints Statistics Created by TATTPublisher1 on 2/22/2021 8:43:48 AM
During the period October 1, 2020 and December 31, 2020, TATT received and acted upon two hundred and forty-two (242) valid consumer complaints regarding mobile, fixed-line, subscription television and Internet services. Of this figure, eight (8) complaints were received regarding services provided in Tobago. Two hundred and seventeen (217) or 89% 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 twenty-five (25) open consumer complaints were received close to the end of December 2020 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 February 1, 2021.
TATT also received two hundred and seventy-three (273) calls on its Consumer Complaints Hotline that were unrelated to the two hundred and forty-two (242) 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 forty-one (1,541) telephone interactions with customers during the reporting period.
Broadcasting Content Complaints
During the period October 1, 2020 and December 31, 2020, TATT received and acted upon four (4) broadcasting content complaints. One (1) was related to radio, whilst the other three (3) were related to television. All four (4) complaints were resolved.
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