The Tunisian Consumer Information Organization (OTIC) stressed on Wednesday the full responsibility of major internet service and telecommunications providers for the ongoing deterioration in service quality and their failure to honor contractual commitments.
In a statement, the organization denounced the fact that service providers continue to ignore consumer complaints and market misleading offers that do not reflect the technical reality of the service.
It pointed out that some phone lines reserved for complaints are out of service or not activated, and that call centers often leave consumers on hold without any response.
OTIC also criticized the lack of mechanisms to compensate affected consumers despite frequent and prolonged interruptions and poor service quality.
Stating that the telecommunications sector is not merely a communication service or a luxury, but a vital service affecting all aspects of consumers’ daily lives (studies, work, financial transactions, administrative services, etc.), OTIC argued that the situation requires urgent intervention by the regulatory authority to curb rising prices and ensure consideration of Tunisians’ purchasing power.
Putting an end to this “digital chaos”!
OTIC therefore called on the supervisory authorities and the National Telecommunications Authority (INT) to immediately hold all non-compliant service providers legally accountable and to apply the financial and criminal penalties provided for by the Telecommunications Code and current regulations.
According to OTIC, providers must establish mandatory consumer compensation mechanisms in the event of service failure or interruption, immediately suspend all misleading advertising, and prosecute anyone involved in marketing offers or speeds that do not reflect the technical reality of the service.
OTIC also called for the mandatory and visible publication of the complaint submission link on the INT website across all internet providers’ channels (official websites, sales offices, call centers, social media, paper and digital media) and for its inclusion in all advertising campaigns, promotional offers, and client contracts.
The INT, according to OTIC, should invite consumers—via SMS, social networks, and audiovisual media—to file their complaints through its website [http://www.intt-info-conso.tn/Reclamations/login.php](http://www.intt-info-conso.tn/Reclamations/login.php) so it can follow up and take the necessary measures.
OTIC stated that it will not allow this digital chaos to continue and will use all legal means at its disposal to put an end to these abuses and protect consumers.
It should be noted that in 2025, Tunisia recorded an 84.9% internet connectivity rate among its population, ranking 4th in Africa, while fixed internet subscriptions per household reached 50.1% and fixed phone subscriptions 51.9% in June 2025.
On the other hand, the mobile internet subscription rate per inhabitant slightly declined to 89.3% in June 2025, while mobile phone subscriptions dropped to 122.1%.
Meanwhile, the telecommunications sector’s revenues rose by 2% in June 2025. These figures show that Tunisia continues to develop its digital infrastructure despite adjustments in the mobile internet sector.
