Accepts individual consumer complaints regarding telecommunication services; examine the contents of each case and forward to the licensees for investigation and conclusion. Ensure that all of the handled complaints are closed.
Maintain Consumer Registry Database by ensuring accurate data entry
Identify, resolve, and consult on a wide range of consumer complaints, contract and other legal or operational issues.
Prepare, on periodic basis, internal reports and statistics regarding consumer complaints data collated from the Consumer Registry Database, Consumer Complaints Quarterly Report and from any other consumer-related reports.
Monitor Licensees? compliance with the regulatory Instruments by conducting test calls or by acting as a mystery shopper and by finally reporting the investigation outcome as well as any necessary information to the Manager Consumer Affairs and to the rest of the Consumer Affairs team.
Assist on the development of consumer-related regulatory framework by providing input and accumulating relevant information.
Propose any suggestion that may facilitate the internal procedures for handling consumer complaints (i.e. consumer letters, etc.)
