Telecom customers get service quality boost

A regulation on the quality of service provided by telecommunications operators has been agreed by Bahrain’s Telecommunications Regulatory Authority (TRA).

The measure, drawn up following a public consultation, oblige all licensed operators including fixed line, mobile and internet providers and directory enquiry service providers to measure and report the quality of services given to customers, the TRA said on Saturday.

Operators will be assessed according to service indicators such as the number of consumer complaints about billing, faults and disconnection, the time it takes to resolve complaints and the handling of customer queries.

TRA general director Alan Horne said: "TRA wishes to further empower subscribers to make informed decisions when choosing telecommunications services.

“We are issuing this regulation as a framework for quality of service obligations and a mandate for operators to report on their quality of service provided to subscribers. This regulation will allow subscribers the opportunity to compare the performance of various operators when selecting services.”

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