Consumer and Broadcasting Content Complaints Statistics Created by TATTPublisher1 on 2/24/2022 10:49:29 AM
During the period October 1, 2021 and December 31, 2021, TATT received and acted upon two hundred and fifteen (215) valid consumer complaints regarding mobile, fixed line, subscription television and Internet services. One hundred and eighty-nine (189) or 87.9% 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 twenty-six (26) open consumer complaints were received close to the end of December 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 February 3, 2022.
TATT also received two hundred and five (205) calls on its Consumer Complaints Hotline that were unrelated to the two hundred and fifteen (215) 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, five hundred and thirty (1,530) telephone interactions with customers during the reporting period.
Broadcasting Content Complaints
During the period October 1, 2021 and December 31, 2021, TATT received and acted upon ten (10) broadcasting content complaints. Seven (7) were related to radio, whilst the other three (3) were related to television. Six (6) complaints were resolved, two (2) are pending, whilst two (2) were invalid.
Pending complaints – These complaints are currently in the process of being reviewed by the TATT.
Invalid complaint – The complaint was considered invalid due to the lack of sucient details provided by the complainant.
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