The Agency for Information and Communication Technologies (IKTA), the regulatory body overseeing telecommunications and postal services in Azerbaijan, has introduced an innovative "E-complaint" system aimed at enhancing citizen engagement and resolving issues related to internet providers and operators operating in the country.
The primary objective of this newly launched system is to establish a centralized platform for efficiently managing and swiftly investigating complaints and appeals submitted by citizens. These complaints pertain to various concerns regarding internet services, ensuring the rights of telecommunication users are upheld in accordance with the law. The "E-complaint" system will employ automated measurement and analysis methods to oversee key aspects such as citizen complaint management, service quality, customer satisfaction, and overall customer experience.
The system not only streamlines the process of handling citizen complaints but also offers transparency by allowing individuals to monitor the participation of internet providers and operators in the resolution of their complaints through their profiles. Furthermore, it enables real-time communication between telecommunications consumers and service providers for addressing grievances promptly.
Citizens can register on the "E-complaint" system via the provided link, accessing the "Subscriber" page to submit their complaints or appeals. Employees of internet providers and operators, trained to use the system, can access applications and complaints on the "Operator/Provider" page through secure login methods such as "ASAN Imza" or "SIMA Token" (Electronic Signature).
One of the key advantages of this system is the ability for internet providers and operators to collaboratively review citizen complaints and exchange information with the regulatory body electronically when necessary. This feature fosters a more efficient resolution process and improved communication between stakeholders.
Moreover, the "E-complaint" system empowers the regulatory body to conduct a comparative analysis of reports and other documents provided by internet providers and operators concerning service quality indicators.
The Charter of the Information and Communication Technologies Agency was officially approved by the President of the Republic of Azerbaijan in a decree dated October 21, 2022, under the reference No. 1861. The agency plays a pivotal role in regulating and overseeing information and communication technologies (ICT) and communications, including telecommunications and postal services, while also managing the radio spectrum within the country.
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