Doha, 16 March 2025 (CRA)
To mark World Consumer Rights Day, which occurs every year on March15, the Communications Regulatory Authority (CRA) published the resolution results of
telecomconsumers’ complaints received in 2024.
This reflects CRA’s strong commitment to transparency, consumer rights protection, and enhancing telecom service quality in Qatar.
In 2024, CRA received 2,678 complaintsand inquiries from consumers about telecom services in Qatar. Complaints were evaluated based on a set of criteria to determine their validity to CRA’s complaint process.
CRA successfully resolved 96% of valid complaints in coordination with telecom Service Providers, OoredooQatarQ.P.S.C. and Vodafone Qatar P.Q.S.C.
Additionally, CRA remains committed to working closely with both Service Providers to address the remaining cases, reaffirming its dedication to protecting consumers’ rights.
The statistics indicate that 77% of all complaints received were related to mobile services. The primary issues reported included post paid billing, mobile packages issues, and service disconnections issues. The remaining23% were related to fixed-lineservices, and the most received complaints were related to internet service and billing issues.
Ooredoo Qatar and Vodafone Qatar have demonstrated commendable dedication to resolving customers’issues, achieving resolution rates of 97.7% and 95.5%, respectively. This collaborative approach between CRA and the telecom Service Providers highlights a shared commitment to enhancing the quality of telecom services in the State of Qatar.
Amel SalemAl-Hanawi, Director of Consumer Affairs Department at CRA commented that World Consumer Rights Day serves as an important reminder of the fundamental right of consumers to fair, transparent, and high-quality services.
He added that at CRA, we work diligently to ensure that all telecom consumers in Qatar have access to reliable services and effective complaint resolution mechanisms. Our recent 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.
She said 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 October2024, which will repeal all previous consumer-related regulatory instruments. This sets a n ew standard for consumer rights and Service Providers’ obligations in the Qatar’stelecom sector.
The issuance of the policy and regulation reflects CRA’s proactive approach to safeguarding consumer rights, maintain in 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.
Telecom consumers can submit complaints to CRA through various channels, including CRA’s 24/7 hotline (103), email: consumervoice@cra.gov.qa,
Social media platforms: X, Instagram, Facebook, or LinkedIn “@CRAqatar”, the "Arsel" mobileapp, and by filling CRA’scomplaint form on the website www.cra.gov.qa
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