While it may be common to see people expressing their frustration over poor customer service on social media, it is important to understand the implications of this act in Qatar.

Is it permissible? Is it punishable by law? Below is some information that may help you understand why you may need to tread carefully when it comes to such a matter.

Dr Muna Almarzouqi Law Firm presents a scenario where:

A customer named Zaid has purchased a spare part from a company called M. This company specializes in importing spare parts from Moon zone, however, this part did not match the required standard specifications. The spare part became unusable after seven days from its date of purchase from company M. Zaid contacted the officers in the company but did not find the desired care and interest. He then posted on social media about the lack of attention he had received and the bad attitude of the customer service staff.

Is writing about M on social media considered to be a violation of the law?

This kind of criticism may be considered as ‘defamation,’ if it reaches the level of slandering and mudslinging, the law firm highlights.

Regardless of the motive behind the posting, if the words used by Zaid for company M are heinous by themselves, he may be held accountable for a defamation crime.

“When the words are indicative by themselves to the calumny, and defamation meanings, then the person who said them shall be held accountable regardless the motives that pushed him to them,” Dr Muna Almarzouqi Law Firm states.

The law does not require a special criminal purpose in the defamation crime, but even the general criminal purpose here is recognized by the law.

It is realized when the person is posting insulting words or spreads matters that include calumny or defamation, and he knows that if they are true then the person who is insulted will be punished.

There is no doubt that the indecent words would reach the officers in the company as they are its representatives, and their names relate to it. It will not impact the purpose that the insulter believes the truth of what he has thrown against the insulted person of the libeling, insulting or cursing facts.

There are two kinds of defamation or insult crimes addressed by the Qatari Legislations, Dr Muna Almarzouqi Law Firm outlines. The first is when it happens in public under article (330) of Penal Law, and the second if it happens in an indirect way under article (329) of the same law.

Another criminal act under article (8) of Cybercrime Prevention Law No. (14) of the year 2014 is defamation or insulting through one of the information technology means.

In a scenario where one feels that he is not being heard or is not getting the required attention, there are other legal ways to pursue.

Qatar has several public authorities, represented in the departments, bodies, ministries, police stations, prosecution, courts, etc that are designated for various matters. They are capable and authorized to assist individuals in legal matters and ensure they can get their rights.

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Source: Dr. Muna Almarzouqi Law Firm