Explosion of complaints from Moroccans against Telecom operators, +112% in 2023

Explosion of complaints from Moroccans against Telecom operators, +112% in 2023

Complaints by Moroccans against telecommunications operators have increased considerably during the first quarter of the current year, reaching around 112% compared to the same period of the previous year.

According to statistics published recently by the National Telecommunications Regulatory Agency (ANRT), the number of complaints registered during the first three months of this year amounted to 362, against only 170 for the same period last year.

Figures for previous quarters were also concerning, with around 206 complaints in the last quarter of the previous year, followed by 133 complaints in the third quarter, and around 149 complaints in the second quarter. This upward trend in complaints demonstrates a worrying deterioration in Moroccan consumer satisfaction with telecommunications services at the start of this new year.

Consumer complaints have mostly focused on fixed Internet services, accounting for about half of complaints, followed by mobile phone services, and then fiber optic Internet.

The Agency took into account several channels for receiving complaints, including complaints received by e-mail, the consumer service, as well as the national complaints platform, which underlines the importance given to transparency and taking into account the concerns of citizens.

When it comes to categories of complainants, the data reveals that individuals led with around 325 complaints in the first quarter, while complaints from entrepreneurs and professionals accounted for around 8, and businesses and associations only had two. The complaints were mainly about the quality of service, contractual issues and bills.

It is important to note that the mobile phone fleet in Morocco is estimated at around 52.9 million subscribers at the end of last March. This figure is split almost evenly between the three major operators: Maroc Telecom holding a 36.13% share, Orange with 33.35%, and Inwi with 30.52%.

However, recently, these three telecommunications operators have been at the heart of the controversy because of the invoicing of some of their services via the Internet, thus arousing the anger of the Competition Council which considers these practices to be economically unjustified and contrary to the country’s digital development strategy.

Faced with this alarming increase in complaints, it is essential that telecommunications companies take immediate measures to improve their services, address consumer concerns and meet quality standards.


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