The Information Communication Technologies Agency (ICTA), the regulatory body in Azerbaijan's telecommunications and postal sectors, has published the next complaint index and the average complaint response time report regarding subscribers' use of internet services.
The report reflects the complaint index and the dynamics of the index related to applications directed to internet operators and providers through the "E-Complaint" system during the second quarter of 2025. Specifically, a comparison was made between the report of the first quarter of 2025 and the current report, and the index change dynamics of the operator or provider were determined.
At the same time, the information on the average complaint response time presented in the report reflects the execution time by telecommunication operators and providers of applications received in the second quarter through the "E-Complaint" system.
ICTA states that preparing the complaint index and the average complaint response time report is a necessary step in terms of forming public oversight, transparency, and improving service quality. This will allow determining the real picture in the telecommunications sector and facilitate and expedite the regulatory process.
For information, the "E-Complaint" system was launched in November 2023. To date, nearly 8,600 applications related to telecommunications and postal services have been received through the mentioned system by citizens.
Since March 2024, users of devices with "Android" and "iOS" operating systems have been able to download the mobile application of "E-Complaint" respectively from "Google Play" and the "App Store." The launch of the mobile application has, alongside expanding the scale of service use, made the platform more accessible.
The agency reiterates that the publication of the complaint index and the average complaint response time report will continue and will be presented quarterly to the wider public. ICTA has identified broad use of such public participation tools in the establishment of regulatory and control mechanisms as one of its strategic objectives in future activities.
