The Communications Regulatory Authority (CRA) has published the resolution results of telecom consumers’ complaints received in 2023 to mark World Consumer Rights Day, observed annually on March 15.
In 2023, CRA received 1,344 complaints and inquiries from consumers about telecom services in Qatar. CRA evaluated complaints based on a set of criteria to determine their validity to CRA’s complaint process; 535 were valid complaints and CRA resolved around 98% of the total valid complaints received. Also, CRA is working with the telecom service providers Ooredoo Qatar and Vodafone Qatar to finalise the related investigation of the remaining ones.
The statistics indicate that 73% of all received complaints were related to mobile services and the highest percentage were related to postpaid billing, packages and service disconnection. As for fixed-line services, the statistics indicate that they were 27% of the total complaints, and the most received complaints were related to Internet, landline, and TV service interruptions and billing.
Amel Salem al-Hanawi, director of Consumer Affairs Department at CRA, said: “We mark World Consumer Rights Day by reaffirming our ongoing commitment to ensuring that telecom consumers in the State of Qatar have their rights protected. Also, in line with CRA’s keenness to enhance transparency, we will continue publishing and sharing the data related to consumers’ complaints.
“CRA ensures protecting consumers’ rights by developing necessary regulatory instruments to effectively regulate the telecommunications sector, granting the telecom service providers the necessary licenses, determining the necessary obligations on them, monitoring their compliance with these obligations, and resolving consumers’ complaints if not resolved by the service providers or if consumers are not satisfied with the provided resolution.”
She added: “In addition this enhances the sustainable competition between the service providers to ensure the provision of innovative and high-quality services. This is in line with the objectives of the Third National Development Strategy 2024-2030, the final phase of realising the Qatar National Vision 2030, which includes providing world-class telecom services and improving the quality of life for citizens and residents.”
Under CRA’s telecom complaint resolution process, consumers with a complaint are free to approach CRA if their complaint lodged directly to their service provider about a mobile service disconnection remains open or unresolved for 48 hours or 72 hours in case of fixed-line disconnection.
Also, if the complaint is unrelated to a service disconnection and remains unresolved for 30 calendar days or if the complaint is closed at any time and were dissatisfied with the offered resolution, consumers can complain to CRA through its 24/7 hotline number (103), [email protected], Facebook, Instagram, or X accounts (@CRAqatar), mobile app ‘Arsel’, or by filling a complaint on www.cra.gov.qa.
Amel Salem al-Hanawi
