15March 2023

CRA Resolves 99% of Telecom Complaints


On World Consumer Rights Day, which occurs every year on March 15, the Communications Regulatory Authority (CRA) published the resolution results of telecom consumers’ complaints received in 2022.


During 2022, CRA received 2,389 complaints and inquiries from consumers about telecom services in Qatar. Complaints were evaluated by CRA based on a set of criteria to determine their validity to CRA’s complaint process; 844 were valid complaints and CRA resolved 99% of the total valid complaints received. Also, CRA is working with the telecom Service Providers; Ooredoo Qatar Q.P.S.C. and Vodafone Qatar P.Q.S.C. to finalize the related investigation of the remaining ones.


The statistics indicate that 76% of all received complaints were related to mobile services and the highest percentage of received complaints were related to packages issues, mobile number portability service, and billing of post-paid services. As for fixed-line services, the statistics indicate that they were 24% of the total complaints, and the most received complaints were related to internet service disconnection, internet speed, and billing complaints.


Amel Salem Al-Hanawi, Director of Consumer Affairs Department, CRA said: “We mark World Consumer Rights Day by reaffirming our commitment to ensuring that telecom consumers in the State of Qatar have their rights protected. Also in line with CRA’s keenness to enhance transparency, we will continue publishing the data related to consumer complaints.”


She added: “CRA ensures protecting consumers’ rights by developing proper regulatory instruments, granting the telecom Service Providers the necessary licenses, determining the necessary obligations on them, monitoring their compliance with these obligations, and resolving consumers’ complaints if not resolved by the Service Providers or if consumers are not satisfied with the provided resolution. In addition to enhancing the sustainable competition between the Service Providers to ensure the provision of innovative and high-quality services.”


Under CRA’s telecom complaint resolution process, consumers with a complaint are free to approach the CRA if their complaint lodged directly to their service provider about a mobile service disconnection remains open or unresolved for 48 hours, or 72 hours in case of fixed-line disconnection. Also, if the complaint is not related to a service disconnection and remains unresolved for 30 calendar days or if the complaint is closed at any time and they were dissatisfied with the offered resolution.


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 CRA’s complaint form on the website.