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Tribune News Network
Doha
THE Communications Regulatory Authority (CRA) resolved around 94 percent of telecom consumers’ complaints received in 2019 and also discussed with telecom service providers solutions for the remaining ones.
According to a CRA press release on Tuesday, it received altogether 1,062 complaints and 1,400 inquiries from consumers about telecom services in Qatar.
Subsequently, the CRA evaluated these complaints based on a set of criteria to determine their validity and found 698 to be valid and 364 invalid. The CRA managed to redress around 94 percent of the complaints.
CRA is working with licensed service providers to finalise the investigation of the remaining ones and expects to resolve them during the coming weeks.
Statistics indicate that 71 percent of the complaints were related to mobile services, with billing of postpaid services constituting the highest percentage of complaints.
Complaints related to fixed-line services, constituted 29 percent of total complaints of which complaints regarding service disconnections and billing were the most received.
“CRA is constantly looking for ways to improve the experience of telecom consumers and service providers in Qatar. Hence, we launched Telecom Complaints Management System in the last quarter of 2019, which aims at automating all the processes related to resolving telecom consumers’ complaints”, said Amel Salem alHanawi, consumer affairs manager, CRA.
It is worth to mention that the Telecom Complaints Management System brings all stakeholders together; CRA, Government Contact Centre that manages CRA’s hotline (103) and licensed service providers. Stakeholders manage all the related activities through the system, from tracking complaints all the way from its submission to resolution. The system enables stakeholders to follow up and update consumers about the status of their complaints or inquiries in real-time, or even request them to send documents that support their complaints.
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. They can also approach CRA, if the complaint is not related to a service disconnection and remains unresolved for 30 calendar days, or if the complaint is closed without satisfactory resolution for customers.
Consumers can lodge a complaint to CRA through its different channels: 24/7 hotline number (103), email address [email protected], Twitter, Facebook or Instagram accounts @CRAqatar.
Doha
THE Communications Regulatory Authority (CRA) resolved around 94 percent of telecom consumers’ complaints received in 2019 and also discussed with telecom service providers solutions for the remaining ones.
According to a CRA press release on Tuesday, it received altogether 1,062 complaints and 1,400 inquiries from consumers about telecom services in Qatar.
Subsequently, the CRA evaluated these complaints based on a set of criteria to determine their validity and found 698 to be valid and 364 invalid. The CRA managed to redress around 94 percent of the complaints.
CRA is working with licensed service providers to finalise the investigation of the remaining ones and expects to resolve them during the coming weeks.
Statistics indicate that 71 percent of the complaints were related to mobile services, with billing of postpaid services constituting the highest percentage of complaints.
Complaints related to fixed-line services, constituted 29 percent of total complaints of which complaints regarding service disconnections and billing were the most received.
“CRA is constantly looking for ways to improve the experience of telecom consumers and service providers in Qatar. Hence, we launched Telecom Complaints Management System in the last quarter of 2019, which aims at automating all the processes related to resolving telecom consumers’ complaints”, said Amel Salem alHanawi, consumer affairs manager, CRA.
It is worth to mention that the Telecom Complaints Management System brings all stakeholders together; CRA, Government Contact Centre that manages CRA’s hotline (103) and licensed service providers. Stakeholders manage all the related activities through the system, from tracking complaints all the way from its submission to resolution. The system enables stakeholders to follow up and update consumers about the status of their complaints or inquiries in real-time, or even request them to send documents that support their complaints.
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. They can also approach CRA, if the complaint is not related to a service disconnection and remains unresolved for 30 calendar days, or if the complaint is closed without satisfactory resolution for customers.
Consumers can lodge a complaint to CRA through its different channels: 24/7 hotline number (103), email address [email protected], Twitter, Facebook or Instagram accounts @CRAqatar.
