During the first quarter of 2023, Morocco’s National Telecommunications Regulatory Agency (ANRT) dealt with 362 complaints related to the quality of telecom services in the country. According to a recent report by the regulatory body, a significant portion of the grievances, 175 in total, were centered around Asymmetric Digital Subscriber Line (ADSL) services, while 117 complaints were related to mobile voice services. These mobile voice service complaints included issues with portability, billing, and contract-related matters.
The report also highlighted criticisms aimed at the quality of fixed telephony, 3G-4G internet access, and fiber services provided by telecom companies operating in Morocco. The three major telecom companies in the country are Etisalat Al-Maghrib (Maroc Telecom), Orange Maroc (Médi Telecom), and Inwi (Wana Corporate).
ADSL services, accounting for 48% of the total complaints, emerged as the most common source of dissatisfaction among consumers. While the majority of complaints were filed by individuals, a significant number also came from businesses, institutions, professional bodies, and associations.
With a mobile penetration rate of 144.3% and an internet penetration rate of 97.18%, Morocco boasts 52.92 million mobile customers. As telecommunications continue to play a crucial role in the country’s connectivity, the ANRT will likely monitor and address consumer concerns to ensure improved service quality and customer satisfaction across the sector.