One of the responsibilities of the Communications Regulatory Authority (CRA) is to ensure balancing consumers’ rights and postal Service Providers’ obligations. Therefore, consumers can file complaints to CRA against postal Service Providers regarding their services, by following the below process:
You can lodge a complaint to CRA:
• If your complaint remains unresolved or open with the postal Service Provider for more than 10 working days.
• If the postal Service Provider refused to lodge your complaint or no complaint reference number was provided.
• If you are a customer with a disability and you are registered with the Qatar Society for the Rehabilitation of Special Needs and your complaint remained unresolved or open with the postal Service Provider for 8 working days.
• If the postal Service Provider closed your complaint without offering any resolution.
• If you are dissatisfied with the postal Service Provider’s resolution or response.
Channels to Raise a Complaint to CRA:
• From Qatar call CRA’s hotline number (103), or +97444069938 from overseas.
• Email: consumervoice@cra.gov.qa
• Fill the online complaint form on CRA’s website.
• Via CRA's Social media platforms @craqatar.
• Via “Arsel” app.
To download Arsel app:
For IOS: https://goo.gl/WMmLuk
For Android: https://goo.gl/bfokSD
Requirements to lodge a complaint to the CRA:
To lodge a complaint, you must provide:
• QID/GCC ID/Passport number.
• Shipment tracking number (if available).
• A valid contact number or the contact number of the authorized person who submitted the complaint.
• Date and time of submitting the complaint to the Service Provider (if available) and the channel used to submit it.
• Complaint reference number (if available) or the reason for its absence.
• Details of the complaint to the Service Provider, the response(s) from the Service Provider (if any), and the reasons for dissatisfaction with the Service Provider’s resolution (if any).
• Any other relevant details supporting the investigation, such as SMS screenshots, images, or references.
