CRA resolves 99% of telecom complaints in 2022

Qatar Communications Regulatory Authority (CRA) has announced the settlement of 99 percent of the total number of complaints it received regarding telecom services during the past year.

QRA said in a statement on Wednesday that 99 percent of complaints received from telecommunications services consumers during the past year were settled, in conjunction with the World Consumer Rights Day, which falls on March 15 of each year.

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.

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 percent of the total valid complaints received.

Also, CRA is working with the telecom Service Providers; Ooredoo Qatar QPSC and Vodafone Qatar PQSC to finalize the related investigation of the remaining ones.

The statistics indicate that 76 percent 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 percent of the total complaints, and the most received complaints were related to internet service disconnection, internet speed, and billing complaints.