The Quality of Service Regulation will oblige licensed operators to measure and report the quality of services provided to consumers. The services to be measured include fixed, mobile, internet and Directory Enquiries (DQ).
The quality of service indicators include the number of consumer complaints (e.g. billing, faults and disconnection), the resolution time (e.g. repair time) and the time taken to answer calls (e.g. DQ and fault reporting). Publishing such performance indicators will give consumers a better idea of what is on offer to them.
Shaikha Haya added: “The Quality of Service Regulation will empower consumers in Bahrain to choose telecoms services on the basis of qualitative and quantitative reports of the performance indicators of telecommunications services. As a result of the implementation of this regulation, operators will seek to improve the services offered to consumer and they will wish to see the number of complaints and faults decrease. I strongly encourage all consumers and consumers’ representatives to provide their input on this Regulation to TRA and thus maximize the benefits to consumers”.
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