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Consumers Complaints

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If you have a complaint against your operator, we advise you to note the following:

	Correspond with your operator formally through the customer care or customer services department.
	You will need to contact your operator in writing either by e-mail, fax or by post. Keep a copy of your letter and an acknowledgment that the operator received it where possible. Include the following in your letter:
	-	Your personal details: Name, a contact number where the operator can reach you, the line/telephone number you are complaining about, and your account number with the operator if applicable, for example: if your complaint is regarding cutting off your service, or your service provider assigned you an account number under which you have all the numbers and/or services that you have subscribed for.
	-	Information regarding your complaint: present your complaint clearly by stating what your problem is, when you started facing it, and what you have done about it since it began. Provide sufficient information that helps your service provider to investigate your problem, such as copies of bills and receipts of payments. At the same time, try to focus on the subject of the complaint rather than providing information that is related to an issue or a telephone number other than the one you are complaining about.
	-	A request for feedback from your operator.
	-	The date of the letter.
	If you contact your operator by phone, take note of the date, the time of your call, the name and position of the person you speak to, and where possible, request a reference number to follow up on your complaint. Discuss the matter and provide the necessary information. Ask when you should expect to hear from them


	If you have done all of the above and 60 calendar days passed by without resolving your complaint, come to us

	Contact the TRA through any one of the channels listed below.
	Provide the TRA with:
	-	copies of all the correspondence between you and your operator,
	-	a description of the problem,
	-	a copy of your ID, as proof that you are the subscriber of the service who is making the complaint. If you are not the person in question, you will need to provide the TRA with an authorization from the subscriber; and
	-	contact details, such as your telephone and fax numbers, mail address and e-mail address, in order for the TRA to correspond with you.

What will happen next?

	The TRA will study your complaint and will acknowledge receipt of your complaint. The TRA may request further information/clarification depending on the nature of your complaint.
	The TRA will investigate your complaint with your operator and may disclose your identity to the operator for the purpose of resolving the complaint. If the TRA deems it necessary to disclose your identity to your service provider, it will first take permission from you, unless the matter is considered urgent.
	The TRA will notify you once the complaint is resolved.

Submit your complaints to the TRA through one of the following channels:

E-mail: consumer@tra.org.bh

Post: P.O. Box 10353, Manama – Kingdom of Bahrain

Fax: 17532523

For enquiries please call 81188