The CITC clarified that it had previously obligated all entities that fall under its regulatory powers, such as telecommunications and postal service providers, to provide a free contact number for customer service.
This is in addition to establishing a special department to receive, manage and handle beneficiary complaints by service providers, and to allow communication with the department and submit complaints through all possible means either electronically or by phone or in person.
The authority also instructed the companies to not obligate the beneficiary to have a lone way to file his complaint, and that access to these means shall be clear, easy and free, with the aim of strengthening the mechanisms for protecting beneficiaries and raising the level of service quality.
It also emphasized that each party has a responsibility to protect customers in the sector that falls under its supervision by obliging commercial companies through provision of customer service via toll-free numbers.