Qatar CRA resolves 94% of customer complaints

Regulator said it received 1,446 complaints about operators in 2016

Tags: Communications Regulatory Authority - Qatar (www.cra.gov.qa/en)Qatar
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Qatar CRA resolves 94% of customer complaints The CRA fielded complaints about a number of issues with operators in Qatar.
By  Mark Sutton Published  February 8, 2017

Qatar's Communications Regulatory Authority (CRA) said that it resolved 94% of complaints it received in 2016.

The regulator said that it received 1,446 valid complaints about telecoms service providers last year, and resolved 94% of these, up from 90% in 2015.

Complaints received by CRA include issues related to disconnections, billing, premium SMS service, poor network coverage, delay in activating fixed line services, roaming charges, spam calls and SMS, and mobile data usage denial.

The CRA received 3,504 complaints in 2016, although 2,058 were dismissed as invalid.

For mobile services, 51% of the complaints received are related to billing issues, 7% related to network coverage issues, and 13% related to service disconnections. As for fixed line services 26% of the complaints relate to fixed-line disconnections while 25% of the complaints are related to delay in installation and activation issues.

The CRA has also engaged with service providers to discuss solutions to the challenges in the delivery of communication services in Qatar.

"CRA is constantly looking for ways to improve the experience of telecom consumers in Qatar, and to enable the availability of innovative, high quality communications services. Soon, CRA intends to launch a new interactive complaints management system to make it more convenient for consumers to lodge and monitor complaints," said His Excellency Mohammed Ali Al-Mannai, President services.

"Through effective and reliable systems and processes, CRA ensures that people have the right tools and technology at their fingertips to contribute to CRA's vision of making Qatar a smart, connected nation," His Excellency added.

"These figures show that CRA is proactively and effectively managing the 290 complaints received on average per month against service providers. Resolving these complaints is a vital part of our role in protecting consumers in Qatar and the upcoming complaints management system shall enhance CRA's coordination with the service providers for complaints management," said Amel Salem Al-Hanawi, CRA's Consumer Affairs Manager.

Consumers with a complaint are free to approach the CRA if a complaint directly to their service provider remains unresolved for 30 calendar days, or if they are dissatisfied with the resolution offered. Complaints are then assessed by the CRA against a set of criteria to determine if a complaint is valid or not. CRA receives and investigates complaints by working with both the consumers and service providers to find a fair and mutually acceptable solution.

Consumers can contact the CRA in a variety of ways: the 24/7 hotline number is 103, email CRA at consumervoice@cra.gov.qa, using the CRA's online complaint form via the website, by tweeting directly to @CRAqatar, or by visiting the CRA's headquarters at Al Nasr Tower B.

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