“E-Complaint” Information System

In November 2023, the Information and Communication Technologies Agency (ICTA), the regulatory authority for telecommunications and postal services in Azerbaijan, launched the “E-Complaint” information system. The system enables users to submit complaints to operators and providers of Internet telecommunications services, as well as postal service providers, and track the status of their submissions.

Each operator and provider has a dedicated account within the system where incoming complaints are displayed directly. ICTA can monitor and analyze all processes through the system.

Currently, the “E-Complaint” system accepts submissions related to Internet services (GPON, ADSL, LTE, etc.), telephone services, mobile communication, mobile Internet, universal postal services, and express postal services.

A user guide for the “E-Complaint” system has been prepared and is available in the relevant section of the system. Additionally, ICTA has implemented an online tracking system, which is regularly updated, allowing users to monitor the latest status of complaints submitted in the specified categories.

The system also features a “Speed Test” function, enabling users to measure the actual speed of their Internet service in real time. If the measured speed is below the speed specified in their subscription agreement, users can attach this information to their complaint.

In November 2024, the mobile application for the “E-Complaint” system was launched. Users with Android and iOS devices can download the app from Google Play and the App Store, respectively, and use it to submit and track complaints.

The “E-Complaint” mobile application also provides users with the ability to submit voice complaints. By pressing the dedicated button located in the “Complaint Text” section, users can record and submit their complaint in audio format. This functionality not only saves time but also enables users to express their concerns in the way they find most convenient.

With the goal of further improving service quality and enhancing citizen satisfaction, ICTA is committed to expanding digital transformation, strengthening response mechanisms, and integrating artificial intelligence tools into the process. User feedback is regarded as particularly valuable in this regard.