The Communications Regulatory Authority (CRA) has alerted consumers to increase awareness about their rights and responsibilities in terms of data usage and to improve their experience of communications services across Qatar.
The CRA said Qatar’s two service providers offer a variety of data packages, “but it is the consumers’ responsibility to choose the data package that best suits their needs” and to understand the related terms and conditions such as Fair Usage Policy. In addition, it is important to monitor the validity of the data allowance, the CRA said.
In 2016, most of the mobile services complaints received by the CRA were related to billing issues; consumers need to monitor their data usage and check their data balance as per service providers’ processes to avoid extra charges.
Also, the service providers are obliged to provide consumers with SMS notifications before the package ends or is completely consumed. The CRA said consumers should take advantage of such alerts and manage their data usage responsibly.
“The CRA ensures to balance the rights of consumers with the obligations of telecoms service providers. Consumers need to be aware of their rights and responsibilities in order to make informed decisions,” said CRA Consumer Affairs manager Amel Salem al-Hanawi.
Many applications on mobile devices use data in the background even when consumers are not directly using them. Background data usage can be one of the biggest drains on the data allocation, and consumers often do not realise it is happening. This typically happens when apps, mail boxes or messaging apps sync new messages as they are received, the CRA warned.
Consumers need to manage the automatic downloads and mobile applications’ permissions through their phone’s operating system to avoid unwanted data consumption. In iOS, this is located under Settings > Cellular, and in Android, under Settings > Wireless & Networks > Data usage.
Consumers with a complaint are free to approach the CRA if a complaint directly concerning their service provider remains unresolved for 30 calendar days, or if they are dissatisfied with the resolution offered.
Complaints are then assessed by the CRA against a set of criteria to determine if a complaint is valid or not. The CRA receives and investigates complaints by working with both the consumers and service providers to find a fair and mutually acceptable solution.
Consumers can contact the CRA through the 24/7 hotline number 103, [email protected], CRA online complaint form, via Twitter @CRAqatar, or by visiting the CRA’s headquarters at Al Nassr Tower (B).