Complaint Process

The Telecommunications Law, By-Law and licenses set out processes for resolving different types of complaints by service providers in the sector. The Communications Regulatory Authority (CRA) manages resolution to any complaints submitted by the service providers in Qatar. 

In February 2015, the Communications Regulatory Authority (CRA) published the ExPost Complaints Investigation Procedures replacing the Dispute Resolution Rules issued in 2010. The Procedures are intended to produce a more effective mechanism in handling complaints by service providers as well as to provide clarity and transparency in the process, from submission to the final resolution.  

The Procedures set out:

  • The form and manner in which a  complaint may  be referred to CRA
  • The information that CRA expects to receive during the course of the investigation 
  • The process for investigation and conclusion of a complaint 
  • The remedies available to the CRA

The full text of the ExPost Complaints Investigation Procedures is available at this link.