The Information and Communication Technologies Agency (İKTA) in Azerbaijan has released its latest rankings of the country's internet service providers (ISPs), shedding light on performance issues across the sector. Evaluating providers based on two key criteria—consumer complaint volumes and response times to service issues—the rankings reveal stark contrasts in quality among the nation’s ISPs.
In terms of consumer complaints, Megalink MMG, Eurosel MMG, and Selnet MMG emerged as the least reliable providers. At the other end of the spectrum, Baktelekom MMG, Aztelekom MMG, and SN Telekom MMG performed relatively better, with fewer customer grievances reported.
When assessed by response times to consumer complaints, Azqtel MMG, Uninet MMG, and Megalink MMG ranked lowest. However, Baktelekom MMG, Konnekt QSG, and SN Telekom MMG stood out as the most responsive providers, addressing customer concerns faster than their peers.
The rankings have drawn scrutiny from industry experts. Osman Gunduz, head of the Multimedia NGO, questioned the objectivity of İKTA’s evaluation process. He pointed out potential bias in assessing both state-owned and private companies, suggesting that state-run entities might benefit from favorable treatment in the rankings.
“To ensure impartiality, İKTA should disclose its methodology and calculations to independent experts,” Gunduz stated on social media. He also emphasized the need for a mechanism of independent oversight to validate the rankings.
Gunduz further disputed İKTA's claim that the 18 companies included in the rankings represent 90% of Azerbaijan's internet market. According to him, just five companies dominate this market share, raising questions about the inclusivity and representativeness of the report.
Despite these concerns, Gunduz praised İKTA for its effort to regularly monitor and evaluate the performance of ISPs, calling it a commendable step toward improving service quality. “Regular assessments of internet service quality are crucial for fostering competition and ensuring better services for consumers,” he added.
The Azerbaijani internet market is characterized by a blend of state-owned and private providers, with significant challenges in terms of infrastructure and service reliability. Frequent consumer complaints and slow response times highlight the pressing need for improvements across the board.
As demand for high-quality internet grows in Azerbaijan, the spotlight on ISP performance will likely intensify. Transparency, competition, and regulatory oversight will be key to addressing consumer concerns and driving industry growth.
This latest ranking by İKTA serves as a reminder of the challenges facing Azerbaijan’s internet service sector, and it underscores the urgent need for reforms to ensure equitable and efficient service delivery. Whether the Agency can respond to calls for greater transparency remains to be seen, but the debate it has sparked is a positive step toward accountability.
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