Beneficiaries

Mechanism of Dealing With the Complaint

Establishment of the beneficiary affairs section of the Telecommunications Regulatory Commission (TRC) in order to fulfill the practical requirements of the TRC in the area of beneficiary affairs, such as preparing procedures and instructions for receiving and processing inquiries and complaints submitted to the TRC by the beneficiaries of telecommunications and Internet services and postal services, Cellular, fixed line services, internet services and prepaid calling cards) as well as postal services.

The Beneficiary Affairs Section classifies and records complaints within the computerized service system to be sent then and followed up with the concerned companies for processing and resolving.

Complaints handled by the TRC include the following:

Complaints of cell phone coverage and quality:

Complaints of coverage or quality should be addressed to the Beneficiary Affairs Section on the toll free number and then to the relevant departments at TRC for follow-up. The complaint will not be received if the problem is inside the building.
The concerned department at TRC will conduct field inspections about the coverage and the quality of service provided in that area. .
Based on the findings of the TRC, and if it is proved that there is poor coverage by the company or a decrease in the quality of the calls resulting in telephone calls, the TRC shall contact the concerned company to inform them that there is no coverage or that there is a problem with the quality of the calls.
The concerned company will inform the TRC about the procedures it will take to resolve the problem. The improvement of coverage in the area mentioned in the complaint is often included in the annual plan of the company, and in case of quality of the call; the company undertakes the necessary improvement in the area concerned during the period specified by the company.
Complaints of coverage or quality should be addressed to the Beneficiary Affairs Section on the toll free number and then to the relevant departments at TRC for follow-up. The complaint will not be received if the problem is inside the building.
The concerned department at TRC will conduct field inspections about the coverage and the quality of service provided in that area. .
Based on the findings of the TRC, and if it is proved that there is poor coverage by the company or a decrease in the quality of the calls resulting in telephone calls, the TRC shall contact the concerned company to inform them that there is no coverage or that there is a problem with the quality of the calls.
The concerned company will inform the TRC about the procedures it will take to resolve the problem. The improvement of coverage in the area mentioned in the complaint is often included in the annual plan of the company, and in case of quality of the call; the company undertakes the necessary improvement in the area concerned during the period specified by the company.

Telecommunications towers and radio stations complaints:

Complaints of Telecommunication towers should be addressed to TRC through the toll free number. Furthermore, the complainant is requested to send the complaint to TRC by fax or to deliver it to Beneficiary Affairs Section, indicating :, detailed address, the content of the complaint, the complainant's name, telephone number and fax number or postal address.

The TRC shall review the complaint and ensure that the company concerned with the problem has obtained the approval of the TRC for the establishment of the tower or the radio site.

The role of the TRC is to ensure that companies comply with the necessary approvals in accordance with the relevant technical rules and instructions, especially the general health and safety instructions related to radio radiations, before and after the construction of towers. The TRC also requires companies to obtain approvals from other relevant government agencies when granting technical approval for the company to establish the station or tower.

The TRC shall visit the site of the tower and make the necessary tests to ensure that the radio radiation falls within the allowed limits.

The TRC shall inform the complainant of the result of the examination either by contacting the complainant or by sending a fax containing the result of the examination.

SMS or Bulk Messages Complaints:

Definition: Any text message or multimedia message sent to all or specific group of beneficiaries.

Unsolicited Advertising-SMS Messages: Commercially promoted messages that promote a particular product or service or commodity or that promote added value services, bearing the name of the sender and labeled by: (ADV - ###).
How to Cancel unsolicited Advertising-SMS Messages:

Through the methods available by your service provider. If your service provider does not cancel unsolicited messages, the beneficiary can contact with the TRC on the toll free number and we will record a complaint and follow up with the company concerned. Therefore,the complainant must provide TRC with the numbers of unsolicited Advertising-SMS, so TRC can follow up with the concerned company to stop this kind of messages .
service messages: wholesale messages sent to a group of beneficiaries who share a common identity and / or relate to services provided to the beneficiary and / or related to certain services the beneficiary has subscribed to, such as messages sent by the companies to its subscribers resulting from subscription to its services, or others, just like clubs to its subscribers or associations to its members or from Embassies to their nationals of its countries or universities to its students or messages of added cost services sent to its subscribers ... etc.
Fraudulent text messages:Definition: Anonymous letters created by some entities or individuals and sent in bulk to the beneficiaries from outside or inside the Kingdom by using Internet with the aim of deceiving them. These messages usually include informing the beneficiary of winning prizes or fake financial rewards. The recipient of such messages should avoid such fraudulent messages, "TRC is not concerned with messages sent from outside the Kingdom as it is issued by the International Exchange".
Letters of Added Value services:Definition: Service messages that the subscriber pays for the service he or she receives or shares a special price higher than the price of calls and ordinary messages so that the revenue of these services can be shared between the operator and the service provider.

Nuisance calls and Unsolicited messages:

According to Article 75 (a) of the Telecommunications Law, which states that: (Any person who originates or forwards, by any Telecommunications means, threatening or abusive messages, or messages contrary to public morals, or forwards false
information with the intent to spread panic shall be punished by imprisonment for a
period that is not less than one month and not exceeding one year or by a fine of not less
than (JD300) and not more than (JD2000), or by both penalties.Due to the increasing number of this kind of complaints and the harm caused by these calls to subscribers, TRC is working with the concerned Companies to find practical solutions. Moreover TRC has issue instructions to limit the negative effect of these calls and if you wish to see the instructions of the Commission in this regard please click here

In this context, the TRC offers some tips to deal with Nuisance calls and Unsolicited messages:

When you receive Nuisance calls, we recommend that you take the following actions:

Stay calm, the Psychological and emotional interact does not help but on the contrary gives the annoying person the pleasure of being nervous.
Close the line immediately and do not call the person's phone number again.
In case of repeated disturbance calls, open the line directly for no more than one minute without talking to the person calling you.
Keep a record of the disturbance calls the times of all incoming disturbance calls and their outgoing phone numbers and their dates.
If you receive disturbance calls from a private number and frequently follow the above steps.
If the disturbance is caused by frequent text messages (SMS) and contains filthy words or Contrary to morality and public morals, do not reply to them.
Visit the nearest service center and fill out the complaint form and submit it to the designated officer.
If you feel threatened by your phone or feel insecure, call the nearest security center and submit a formal complaint. At any time, you can submit a written complaint to the security centers and follow the legal procedures against the person who is harassing you.
If your company does not solve your problem, you can call the toll free number (117000) from any landline or cellular phone