The Telecommunications Regulatory Authority: 99 percent of communications user complaints will be settled in 2022

The Telecommunications Regulatory Authority (CRA) has revealed that it has settled 99 percent of the total number of complaints it received regarding telecommunications services during the past year. The authority published, in a statement today, the results of the settlement of complaints received by consumers of telecommunications services that it received during the past year, in conjunction with the International Consumer Rights Day, which falls on March 15 of each year. According to statistics, during the past year, the Authority received 2,389 complaints and inquiries from consumers about telecommunications services in the State of Qatar, which were evaluated based on a set of criteria to determine that they fulfill the conditions for submitting a complaint to the Authority. Accordingly, 844 complaints that met the conditions were accepted, of which 99% were settled, while the Communications Regulatory Authority is working to address the rest of the complaints by communicating with the telecommunications service providers / I want / and / Vodafone / Qatar to complete their investigation. Statistics indicate that 76% of the total complaints received by the Authority were related to mobile phone services, with the highest percentage related to packages, mobile number transfer service, and bills for postpaid services. As for complaints about fixed-line services, they constituted 24% of the total received by the authority. According to the data, the highest percentage of complaints related to interruption of internet service, internet speed, and bills. Ms. Amal Salem Al-Hinawi, Director of the Consumer Affairs Department at the Communications Regulatory Authority, said that the celebration of World Consumer Rights Day is an opportunity to confirm the commitment to ensuring the protection of the rights of consumers of telecommunications services in the State of Qatar. Therefore, the authority is keen to enhance the principle of transparency by continuing to publish data related to consumer complaints and sharing them with the public. She indicated that the Communications Regulatory Authority is keen to protect the rights of consumers by developing the necessary regulatory tools to regulate the telecommunications sector effectively, granting the necessary licenses to telecommunications service providers, determining the necessary obligations for them, in addition to monitoring their compliance with these obligations, and settling consumer complaints in the event that service providers do not comply. Communication to resolve the complaint or the consumer was not satisfied with the solution provided, in addition to promoting sustainable competition between providers to ensure the provision of innovative and high-quality services. It is worth noting that according to the Telecommunications Regulatory Authority’s procedures followed in settling communications services complaints, the consumer has the right to communicate with the authority if he submits a complaint to the telecom service providers about the interruption of mobile phone service and his complaint remains open or has not been resolved within 48 hours from the date of registering the complaint, or within 72 hours. An hour in the event of a fixed line outage, or if his complaint is not related to service interruption and has not been resolved within 30 calendar days from the date of its registration, or if the complaint is closed at any time and the consumer is not satisfied with the solution provided.