CRA resolves 85% of complaints received against both service providers

The Communications Regulatory Authority (CRA) has resolved over 85% of the 877 complaints received against the two service providers in Qatar from January to August 2016. CRA’s Consumer Affairs Department is working closely with Ooredoo and Vodafone-Qatar to resolve the rest which are still under investigation.

“As the regulator of communications services, CRA encourages all consumers to understand their rights as well as obligations clearly before signing any contract with their service provider or before subscribing to paid services,” said Amel Salem Al-Hanawi, CRA’s Consumer Affairs Department Manager, adding, “However, as a consumer, if you have a complaint against your service provider pending for more than 30 days, or the resolution is unsatisfactory, please contact CRA’s 24-hour hotline at 103. We are there for you.”

Complaints received by CRA by consumers include matters related to disconnections, delays in service provisions, refunds, incorrect billing, slow internet, weak broadband services, services not activated or mistakenly disconnected, high roaming charges, double debiting, replenishment failures and failure to activate SIM cards. CRA is mandated to manage disputes within the sectors it regulates. On an average, CRA receives about 100 complaints against both service providers each month. CRA consistently works with the service providers and consumers to resolve these complaints.

Specifically, 56% of the complaints received about Ooredoo’s mobile services are related to billing issues and 7% are related to network coverage issues. 40% of Vodafone mobile services complaints are related to billing issues and 20% are related to service disconnection issues. From the data collected, 14% of Ooredoo fixed line complaints are related to delay in installation and activation while 9% of the fixed line complaints are related to fixed line disconnection issues.

The Telecommunications Law and the licenses issued to service providers include provisions to protect consumers by placing obligations on the service providers to be honest and be fair in their dealings. Consumers with a complaint can freely approach the CRA if they first complain to their service provider and this complaint remains unresolved for 30 calendar days, or if they are dissatisfied with the resolution offered. 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 solution. 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 also contact the CRA by email at consumervoice@cra.gov.qa, by submitting the online complaint form in the CRA website, or through Twitter @CRAqatar.

The Communications Regulatory Authority (CRA) is the communications regulator in the state of Qatar established by virtue of Emiri Decree (42) in 2014. CRA regulates the communications & information technology and postal sectors, and access to digital media. CRA uses its regulatory powers mandated by the Emiri decree to protect consumer rights, ensure competition, manage the resolution of disputes, and manage the electromagnetic spectrum. In all its activities, the CRA seeks to ensure the provision of advanced, innovative and reliable ICT and postal services across the state of Qatar.

For more information, please visit: http://cra.gov.qa/en