One of the responsibilities of CRA is to ensure balancing consumers’ rights and telecom service providers’ obligations. Therefore, consumers can file complaints to CRA against service providers regarding their services, by following the below process:
Register a complaint with your Telecom Service Provider.
You can lodge a complaint to the CRA:
- If you have an issue related to mobile service connection and your initial complaint remained unresolved for 48 hours, or for 72 hours in case of a fixed line service connection issues.
- If your complaint is not related to a service connection issue, remained unresolved for 30 days and is still open.
- If you applied for a new fixed line service and that service has not been delivered within 10 working days upon your application submission, and your complaint remained open for 48 hours with no alternative solution provided.
- If you are a customer with a disability and your complaint remained unresolved for 48 hours.
- If the telecom service provider refused to accept your complaint.
- If you are not satisfied with the solution provided by the telecom service provider and your complaint has been closed.
Channels to Raise a Complaint to CRA:
- Call CRA hotline 103, or +97444069938 from overseas.
- Email: firstname.lastname@example.org.
- Via CRA's Social media platforms @craqatar.
- Via “Arsel” app.
Requirements to lodge a complaint to the CRA:
- Contact number or e-mail address.
- ID card number.
- Complaint reference number (given to you by your telecom service provider).
- Documents related to the complaint (bills, advertisements, receipts, and any other supporting documents).