CRA: 94% Consumer Complaints Resolved in 2016
Consumers complained mostly about billing, network coverage, service disconnections, and delays in installation & activation
The Communications Regulatory Authority (CRA) resolved more than 94% of complaints received in 2016 compared to 90% in 2015. To address issues raised by consumers such as billing, network coverage, disconnections and delays in activation, CRA has also engaged with the service providers to discuss solutions to the challenges in the delivery of communication services in Qatar.
CRA received 3,504 complaints from consumers about service providers in Qatar in 2016. Of these 2,058 were invalid and of the remaining 1,446 valid complaints over 94% have been resolved, and CRA is investigating the remaining complaints with the service providers and expects to resolve them in the coming weeks.
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.
"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.
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.
“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 firstname.lastname@example.org, using the CRA’s online complaint form , by tweeting directly to @CRAqatar, or by visiting the CRA’s headquarters at Al Nasr Tower B.