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Complaint Mechanism

 

If you have a complaint about the services offered to you by telecommunications companies or Internet companies or a problem with the services offered to you by postal companies, you should do the following:

  1. Submit a complaint to the service provider by telephone, email or in writing if necessary to the following addresses and numbers. The company will record the complaint and process it as soon as possible.

  2. Explain your complaint clearly by presenting the problem and providing sufficient information to enable the service provider to investigate the problem.

  3. Ask your service provider to provide you with the complaint number and time to respond.

Telecommunication Licensees

Postal Licensees

 

If the company has not responded to your complaint within the time limit set to resolve the problem or have not submitted your complaint, or if you are not satisfied with the response provided by the service provider, submit your complaint to the TRC by:

  • The toll free number for receiving and following up complaints (117000) from any landline or cellular phone

  • Fax No. 5690830/06

  • E-mail : Beneficiary Affairs Section

         TRC. Complaints&Enquiries@trc.gov.jo

  • post address:

        Telecommunications Regulatory Commission

         Beneficiary Affairs Section

         P.O.Box 941794 Amman 11194

 

The complainant shall provide TRC with the following:

  1. The national number, full name, address, phone number or mobile number for follow up.

  2. The details of the complaint including the date and how it was submitted to the company and the company's response to the service provider.

  3. Correspondences related to the complaint, which were made between the complainant and the company concerned, if any, by sending them to TRC by fax for the attention of the Beneficiary Affairs Section or through the complaint email.

The complaint will not be received or followed up by TRC in the event that a complaint has not been presented first to the concerned company.

Upon the recipient  of the complaint TRC shall do the following:

  1. Give the complainant a complaint number for follow-up.

  2. Follow up with the concerned company to solve it.

  3. Responding to the complaint within a period of 5 - 20 working days, depending on the type of the complaint. Bearing in mind that this period is subject to extension if TRC deems it.