The proper management of customer complaints is one of the best ways to observe and maintain a business. The TRA understand this fact and holds customer grievances in great regard. The TRA observed a 300% increase, bringing the total number to 93, in the amount of complaints in 2012 as compared to 2011 which only amounted to 31 complaints. The TRA was heartened to know that the consumers are better realizing the importance and procedure of lodging complaints. The increase in complaints also clearly indicates the growing awareness of the consumer as to the TRA in terms of mitigating their complaints.

Year No. of complaints
2010 46
2011 31
2012 93

Up to 80% of the received complaints were resolved by the service providers without requiring the assistance of the TRA. The remaining amount however, required TRA’s involvement in the form of issuing determinations aimed at solving the remainder of the complaints. The following table provides the statistics on the number of complaints resolved for the year 2011 and 2012.

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