Page 60 - SAMENA Trends - March-April 2025

REGULATORY & POLICY UPDATES SAMENA TRENDS

CRA Resolves 96% of Telecom Complaints Received in 2024, Reinforcing

Commitment to Consumer Rights Protection

To mark World Consumer Rights Day, and Vodafone Qatar P.Q.S.C. Additionally, rates of 97.7% and 95.5%, respectively. This
which occurs every year on March 15, the CRA remains committed to working collaborative approach between CRA and
Communications Regulatory Authority closely with both Service Providers to the telecom Service Providers highlights
(CRA) published the resolution results of address the remaining cases, reaffirming a shared commitment to enhancing the
telecom consumers’ complaints received its dedication to protecting consumers’ quality of telecom services in the State
in 2024. This reflects CRA’s strong rights. The statistics indicate that 77% of all of Qatar. Commenting on the resolution
commitment to transparency, consumer complaints received were related to mobile results, Amel Salem Al-Hanawi, Director
rights protection, and enhancing telecom services. The primary issues reported of Consumer Affairs Department at
service quality in Qatar. In 2024, CRA included postpaid billing, mobile packages CRA, said: “World Consumer Rights Day
received 2,678 complaints and inquiries issues, and service disconnections issues. serves as an important reminder of the
from consumers about telecom services The remaining 23% were related to fixed- fundamental right of consumers to fair,
in Qatar. Complaints were evaluated by line services, and the most received transparent, and high-quality services. At
CRA based on a set of criteria to determine complaints were related to internet CRA, we work diligently to ensure that all
their validity to CRA’s complaint process. service and billing issues. Ooredoo Qatar telecom consumers in Qatar have access
CRA successfully resolved 96% of valid and Vodafone Qatar have demonstrated to reliable services and effective complaint
complaints in coordination with telecom commendable dedication to resolving resolution mechanisms. Our recent
Service Providers, Ooredoo Qatar Q.P.S.C. customers’ issues, achieving resolution results in complaint resolution reflect our
commitment to empowering consumers
and holding Service Providers accountable
to the highest standards.” She added:
“While this achievement underscores
the progress made, our work does not
stop here. CRA remains committed to
enforcing and developing regulations that
protect consumers from unfair practices,
improving service quality, and enhancing
the sustainable competition between the
Service Providers to ensure the provision of
innovative and high-quality services. This
comes in line with the objectives of the
Third National Development Strategy 2024-
2030, which prioritizes improving residents’
quality of life and delivering services that
meet global standards. We encourage
consumers to engage with us and utilize the
available communication channels to share
their concerns, as their feedback is crucial
in shaping the future of Qatar’s telecom
sector.” As part of its ongoing efforts to
enhance consumer protection, CRA issued
the Communications Consumer Protection
Policy and Regulation in October 2024,
which will repeal all previous consumer-
related regulatory instruments. This sets
a new standard for consumer rights and
Service Providers’ obligations in the Qatar’s
telecom sector. The issuance of the policy
and regulation reflects CRA’s proactive
approach to safeguarding consumer
rights, maintaining a balanced relationship
between consumers and Service Providers,
and driving the development of the telecom
sector in alignment with the objectives of
Qatar National Vision 2030.
60 MARCH-APRIL 2025