December 18, 2025

The TRA released today the initial findings of its nationwide consumer satisfaction assessment of telecommunications services, following its earlier announcement of the initiative’s launch. Based on a diverse national sample, the survey measured consumer experience and satisfaction with mobile, fixed, and broadband services.

The TRA initiated this study as part of its ongoing consumer protection mandate and its commitment to evidence-based regulation. By collecting direct feedback from consumers, the Authority aims to better understand service performance on the ground, identify key issues affecting users, and ensure that regulatory priorities reflect current market conditions.

The results indicate that consumer satisfaction is currently lower than the level typically associated with a well-functioning telecommunications market. Respondents highlighted areas for improvement related to service reliability, network coverage, speeds relative to their subscribed plans, and how complaints are received and addressed.

In response, the TRA will closely work with service providers to address these issues and will strengthen regulatory follow-up by enforcing regulations related to quality of service, consumer affairs, and licensing requirements. The TRA will also deploy efforts for consumers to strengthen awareness of their rights and guide them on the most effective ways to make their voices heard.

To access the report, click here