With an overall customer base of 60 million fixed and mobile subscribers, the number of customer complaints and claims tended to fall in 2024. But even if the number received remains very low compared with the overall subscriber base, this does not necessarily mean that the services provided by operators have been flawless. What’s more, not all Moroccans think of filing a complaint, let alone making one.
According to the latest figures from the Observatory of Consumer Complaints ( related to telecoms services), the number of complaints received and processed during the first quarter of 2024 was down 18% on the 4th quarter of 2023. In total, the National Telecommunications Regulatory Agency (ANRT) had received 322 complaints by the end of March 2024. This represents a drop of 11% compared with the same period in 2023.
Per category, the complaints handled relate to various telecoms services provided by operators and public network operators. They mainly concern contractual aspects, broken promises, ADSL, FTTH (Fiber-to-the-home) Internet, 3G and 4G Internet, fixed and mobile telephony...
In detail, complaints about ADSL almost stagnated in Q1 2024, compared with the same period in 2023. There were 177 complaints in 2024, compared with 175 in Q1 2023. FTTH complaints were down 10% on Q1 2023. By contrast, FTTH-related complaints rose from 10 (1st quarter 2023) to 34 during the same period in 2024.
On a completely different note, complaints relating to fixed telephony have almost doubled in one year. These complaints rose from 21 (1st quarter 2023) to 41 at the end of March this year. On the other hand, user complaints about mobile telephony have almost halved in one year. They fell from 118 to 66.
By category of customer complaining of shortcomings in telecoms services, the majority of complaints come from individuals (95% of complaints). This represents a 13% drop compared with the first quarter of 2023. Next come businesses and professionals, who rank second among complainants. Next come institutions, government bodies. and associations.
Amin RBOUB
