On World Consumer Rights Day Monday, the Communications Regulatory Authority (CRA) has published the resolution results of telecom consumers’ complaints received in 2020.
In a statement Sunday, CRA said it received 1,303 complaints and inquiries from consumers about telecom services in Qatar. These complaints were evaluated by the authority based on a set of criteria to determine their validity to CRA’s complaint process.
CRA said 696 were valid complaints, and it resolved 95% of the total complaints and inquiries received. "Also, CRA is working with Ooredoo Qatar and Vodafone Qatar to finalise the related investigation of the remaining complaints," the statement noted.
“One of CRA’s responsibilities is ensuring to balance between consumers’ and telecom service providers’ rights through various aspects; issuing the needed regulatory instruments to regulate the sector effectively, monitoring the service providers’ compliance and the quality of telecom networks and services provided to consumers, enhancing the sustainable competition between service providers to ensure the provision of innovative and high-quality services, and finally resolving consumers’ complaints if not resolved by the telecom service providers or if consumers are not satisfied with the provided resolution,” said Amel Salem al-Hanawi, director of the Consumer Affairs Department, CRA.
The statistics indicate that 71% of all complaints received were related to mobile services and billing complaints of postpaid services accounted the highest percentage of complaints, while the other main complaints were related to mobile packages, networks coverage and mobile number portability service.
As for fixed-line services, the statistics indicate that they were 29% of the total complaints. Of these, billing and service disconnection complaints were the most received.
Under CRA’s telecom complaint resolution process, consumers with a complaint are free to approach the authority 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, consumers may approach CRA if the complaint is not related to a service disconnection and remains unresolved for 30 calendar days or if the complaint is closed at any time and they were dissatisfied with the offered resolution.
Consumers can lodge a complaint to CRA through CRA’s 24/7 hotline number (103), email at [email protected]
, Twitter, Facebook, or Instagram accounts @CRAqatar, CRA’s mobile App ‘Arsel’, or by filling a complaint form on www.cra.gov.qa.