09June 2021

CRA Issues a Decision and Order to Ooredoo Qatar to Take Corrective Action related to “Netflix” Platform Subscription Service


The Communications Regulatory Authority (CRA) issued today a Decision and Order to Ooredoo Qatar to take corrective action related to “Netflix” platform subscription service. The CRA issued the Decision and Order with the aim of protecting telecom consumers’ rights in the State of Qatar.

The CRA received several complaints from Ooredoo’s Qatar customers regarding incorrect invoices and unauthorized transactions for “Netflix” platform subscription service. Therefore, CRA communicated with the customers and Ooredoo Qatar to investigate this matter and decided to issue this Decision and Order pursuant to the Emiri Decree No. (42) of 2014 Establishing the CRA, the Telecommunications Law, the Telecommunications By-law, and a set of related regulations, where CRA hereby directed Ooredoo Qatar to provide refund to all the affected customers prior to June 20, 2021.                                

The CRA issued this Decision and Order to Ooredoo Qatar in line with its keenness to balance between consumers’ and telecom service providers’ rights in the State of Qatar and ensure the provision of advanced, innovative, and reliable telecom services across the State. That lies in various aspects; issuing the needed regulatory instruments to regulate the sector effectively, monitoring the telecom service providers’ compliance and finally, resolving consumers’ complaints if not resolved by the telecom service providers or if consumers are not satisfied with the provided resolution.

CRA advises telecom consumers to check their bills regularly before paying and ensure that they do not pay for a service they have not requested or activated, and if they have any doubts regarding their bill, they should contact their telecom service provider for clarifications before paying. Moreover, they have the right to lodge a complaint to CRA if they have any issue related to their bill and the telecom service provider did not resolve it, or if they were dissatisfied with the offered resolution, CRA will investigate based on CRA’s Complaint Resolution Process and a set of related regulations.

Telecom consumers can lodge a complaint to CRA through different channels: CRA’s 24/7 hotline number (103), email address consumervoice@cra.gov.qa, CRA’s Twitter, Facebook, or Instagram accounts @CRAqatar, CRA’s Mobile App “Arsel”, or by filling the complaint form on CRA's website.