Consumer and Broadcasting Content Complaints Statistics Created by TATTPublisher1 on 6/10/2022 10:04:37 AM
During the period January 1, 2022 and March 31, 2022, TATT received and acted upon two hundred and twenty-two (222) valid consumer complaints regarding mobile, fixed line, subscription television and Internet services. One hundred and seventy-three (173) or 77.9% 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 forty-nine (49) open consumer complaints were received close to the end of March 2022 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 May 9, 2022.
TATT also received two hundred and five (205) calls on its Consumer Complaints Hotline that were unrelated to the two hndred and twenty-two (222) 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 January 1, 2022 and March 31, 2022, TATT received and acted upon seven (7) broadcasting content complaints. Six (6) were related to radio, whilst the other one (1) was related to television. Four (4) complaints were resolved, one (1) is pending, whilst two (2) were invalid.
The pending complaint is currently in the process of being reviewed by TATT.
Regarding the two (2) invalid complaints, one was found to be invalid due to the amount of time that had elapsed since the broadcast, whilst the other was invalis because the broadcast was unavailable for review.
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