As part of its mandate to protect consumers of communication services in Qatar, the Communications Regulatory Authority (CRA) has launched an industry consultation on draft Codes on spam and premium rate services.
The draft codes are expected to be finalised in the coming months after both service providers - Ooredoo and Vodafone Qatar – have provided their comments.
Service providers already have a range of consumer protection obligations under existing regulations. The draft Codes add to these in ways that are intended to reduce complaints about spam and premium rate services.
The draft Code on Premium Rate Services proposes a new obligation on service providers to ensure that consumers have expressly consented to receive a service before they are charged for it.
“Most of the consumer complaints we receive are related to premium services, consumer’s inability to unsubscribe, spam and scam, among others. Through these two draft Codes, CRA intends to empower consumers in Qatar to have full control of the services and messages they want to receive,” said Amel Salem al-Hanawi, Consumer Affairs Department manager.
“These Codes will further enhance CRA’s consumer protection efforts together with the existing initiatives and regulatory instruments. The final documents will be made available to the consumers and other stakeholder in the CRA website,” she added.
The draft Codes are a result of continuous monitoring of reports in the media and many complaints received by CRA from consumers about being charged for services that they have never requested or received. Through these draft Codes CRA intends to give specific guidance to service providers on issues that are common sources of concern for consumers.
Once finalised, these two Codes will further strengthen CRA’s consumer protection initiatives and ensure consumers have the right to receive information and to stop receiving any such information through a simple process. The CRA has already spearheaded some key consumer protection initiatives.
These include a strengthened system for monitoring and enforcing compliance with the rules, and provision for a dispute resolution process that is independent of operators.
A dedicated telecom consumers complaint hotline, 103 (operational 24-hours), an independent complaints process, which consumers can contact if they are dissatisfied with the way their service provider has treated their complaint, a Code on Advertising, Marketing & Branding to monitor advertisements and promotions of communications products and services, and a mobile app – Arsel.
The Consumer Affairs department within CRA is responsible to receive and investigate telecom consumer complaints by working with both consumers and service providers in a prompt and balanced way to find mutually acceptable solutions. The Consumer Affairs department also responds to consumer inquiries about any issues they have regarding the services provided by their telecom service provider.
Consumers can contact CRA if they are first unable to resolve their disputes with their service provider within 30 days using a variety of communication channels: the 24/7 hotline number 103, email at [email protected], using the CRA’s online complaint form, by tweeting directly to @CRAqatar, or by visiting CRA’s headquarters at Al Nasr Tower B, Corniche.
Amel Salem al-Hanawi
