Zimbabwe's sole fixed line operator, TelOne, has a complaints resolution rate of 75.3%, according to telecom industry regulator, Potraz.

In a report Potraz confirmed that for the first quarter of this year TelOne consumers filed 3 640 complaints against the operator, and about 2 742 of these were resolved.

"Billing complaints constituted 55.1% (2,006) of total complaints received by TelOne," stated the report.

As worsening economic conditions continue to impact the sector, including diminishing consumer spending power and liquidity challenges affecting investment, the industry regulator has tightened screws on quality of service and introduced the Postal and Telecommunications (Quality Services) Regulations 2016 in May.

The regulations stipulate that licensed operators should meet or exceed set parameters for service quality including 90% service availability, 95% call set-up and success rate.

Other expectations include a call drop rate below 2% and 95% data service availability.

Potraz did not publish consumer complaints and resolution rates for the mobile sector in its latest report.

There has also been a shift from traditional voice telephony to over the top services and platforms such as WhatsApp, Skype and Facebook Calling. Mobile data utilisation during the first quarter period increased by 25.5% to 1,510,379,839MB from 1,203,378,839MB recorded in the previous quarter.

Potraz said all three of Zimbabwe's mobile operators experienced an increase in the number of megabytes consumed by their subscribers.