In January of the current year, the overall satisfaction level of subscribers to "Etisalat" services was 95.9%, with a dissatisfaction level of 4.1%. Meanwhile, the satisfaction level regarding the resolution of complaints for "du" services was 98.6%, with a dissatisfaction level of 1.2% and neutral feedback of 0.2%.
The Communications Regulatory Authority aims to improve service delivery and increase user satisfaction. The authority recorded 1,031 complaints from subscribers in January 2025, regarding the services provided by "Etisalat" and "du", which are both under the Emirates Integrated Telecommunications Company. This is in comparison to 1,629 complaints in January 2024, a decrease of 37%.
The Telecommunications Regulatory Authority received 401 complaints concerning "Etisalat" services and 630 complaints regarding "du" services during January 2025. "Etisalat" managed to close 91.3% of the complaints after reaching solutions, while "du" succeeded in closing 76.8% of the complaints after their resolution.
The role of the Telecommunications Regulatory Authority in developing services and enhancing user satisfaction has been emphasized. 0.2% of the complaints were resolved for "Etisalat" and 0.3% for "du" in more than five working days.
