How to Report a Property or Maintenance Issue in Qatar

Last reviewed: 22 October 2026

Wondering what to do if a company doesn't deliver a service as agreed in Qatar? If a business has taken your money but never delivered what you agreed on — a no-show contractor, an undelivered order, a telecom line that was never connected, or a gym or course that never started — you have official channels to file a complaint.

For most commercial goods and services, the relevant authority is the Ministry of Commerce and Industry (MOCI). For telecommunications and internet services, consumers must generally complain to their provider first before escalating the matter to the Communications Regulatory Authority (CRA). The CRA also handles complaints involving licensed postal service providers.

These are official regulatory authorities responsible for protecting consumers and addressing complaints within their respective areas of responsibility.

Here's how to file a complaint, what documents to prepare, and what each authority can do.

The short answer

• General commercial services (contractors, retailers, repair shops and similar businesses) — File a complaint with MOCI's Consumer Protection and Combating Commercial Fraud Department through its website, MOCIQATAR app, call centre or WhatsApp.
• Telecom, internet and fixed-line services — Complain to your provider first, obtain a complaint reference number and escalate to CRA if the issue meets its complaint eligibility conditions.
• Postal and courier services — For complaints against licensed postal service providers, contact the provider first and escalate to CRA under its postal complaints process if necessary.
• Either way — Keep your contract, invoice, payment proof and communication records. These documents can support your complaint and help the authority assess what happened.

First step: go back to the company in writing

Before filing an official complaint, contact the company and explain the issue in writing. You can use an email or a message that you can save as evidence.

Clearly state what was agreed, what wasn't delivered and what you expect the company to do, whether that means completing the service, fixing the problem or refunding your payment.

Keeping a written record helps establish what happened and demonstrates that you attempted to resolve the dispute directly.

For telecom complaints, contacting the service provider first is generally required before escalating to CRA. You should also request a complaint reference number.

However, CRA allows consumers to approach it if their telecom provider refuses to accept a complaint or if they are dissatisfied with the resolution offered.

For general MOCI consumer complaints, contacting the business first is a sensible step, but the official MOCI online complaint instructions do not establish it as a mandatory prerequisite for every complaint.

General services: complain to the Ministry of Commerce and Industry (MOCI)

MOCI handles consumer complaints involving misleading advertisements, non-compliance with contracts, products or services that do not meet agreed requirements, and other commercial violations.

This can include a maintenance company that fails to provide a paid service, a retailer that does not deliver a purchased product, or a service provider that does not fulfil an agreement.

MOCI's official complaint categories include "Lack of Announced Service" and "Non-Compliance with Contracts."

Consumer rights are also protected under Law No. 8 of 2008 on Consumer Protection, which sets out obligations for suppliers and protections for consumers.

Some sectors, including telecommunications, postal services and financial services, have their own regulatory complaint procedures. If you're unsure which authority is responsible, contact MOCI for guidance.

How to file an MOCI complaint online

1. Open the MOCI e-Services page.
2. Find the "Report a Complaint" service.
3. Select "Login" and authenticate through Tawtheeq, Qatar's National Authentication System.
4. Enter your personal information and complaint details.
5. Attach the relevant supporting documents.
6. Review the information and select "Submit."

According to the official Hukoomi guide to submitting a complaint to MOCI, the service is free of charge.

Other MOCI complaint channels

If you'd rather not use the website, MOCI provides several alternatives:

• MOCIQATAR app — The ministry's mobile application accepts consumer complaints, including those involving products, services, misleading advertisements and contractual non-compliance.
• Call centre — 16001.
• WhatsApp — +974 6611 1400.
• Email — info@moci.gov.qa for general enquiries and assistance.
• Official electronic complaint channels — Available through the MOCI website.

What to prepare

The official instructions require supporting documents but do not prescribe one fixed checklist for every case.

In practice, gather everything that shows what was agreed, what was paid and what was not delivered:

• The signed contract or written quotation
• Invoices and receipts
• Proof of payment, such as a bank transfer, card transaction or cash receipt
• The advertisement or offer describing the promised service
• Messages, emails or WhatsApp conversations with the company
• Photos or screenshots relevant to the complaint
• The company's name and any available commercial registration or contact details

Keep the original records and submit clear copies where required.

Providing complete and accurate evidence can help the authority review your complaint, although it does not guarantee a particular outcome.

Postal and courier services: when to contact CRA

If your complaint concerns a postal or courier company rather than the retailer you purchased from, a separate process may apply.

The Communications Regulatory Authority also regulates licensed postal service providers in Qatar.

Under its official postal complaints process, consumers can escalate a complaint to CRA when:

• The complaint remains unresolved or open with the postal service provider for more than 10 working days.
• The provider refuses to register the complaint or does not provide a reference number.
• The provider closes the complaint without offering a resolution.
• The consumer is dissatisfied with the provider's response or proposed resolution.

For customers with disabilities registered with the Qatar Society for the Rehabilitation of Special Needs, a shorter period of eight working days applies to unresolved complaints.

You can contact CRA through hotline 103, email consumervoice@cra.gov.qa, or its online complaints channels.

If the issue is that an online shop never dispatched or supplied an order, rather than a courier failing to deliver a shipment entrusted to it, MOCI may be the more appropriate authority.

Read the CRA Postal Complaints Process for further details.

Telecom services: complain to your provider, then escalate to the CRA

If your problem involves a telecom provider — such as a mobile connection issue, a fixed line that was never installed, internet service disruptions or a billing dispute — the Communications Regulatory Authority (CRA) is responsible for regulating the sector.

However, consumers are generally required to submit their complaint to the service provider first and obtain a complaint reference number.

When you can escalate to the CRA

According to the CRA Telecommunications Complaints Process, consumers can escalate complaints under the following circumstances:

• Mobile service connection issues — The complaint remains unresolved for 48 hours.
• Fixed-line service connection issues — The complaint remains unresolved for 72 hours.
• Other telecom complaints — The complaint is unrelated to a service connection issue, remains unresolved for 30 days and is still open.
• New fixed-line service not delivered — The service has not been provided within 10 working days of the application, and the provider complaint remains open for 48 hours without an alternative solution.
• Customers with disabilities — The complaint remains unresolved for 48 hours.
• Complaint refused by the provider — The service provider refuses to accept the complaint.
• Unsatisfactory resolution — The provider closes the complaint, but the consumer is dissatisfied with the proposed solution.

These conditions mean that consumers do not necessarily have to wait 30 days in every situation.

The applicable escalation period depends on the type of complaint and the provider's response.

How to submit a CRA complaint

Once your complaint meets the relevant conditions, you can contact CRA through:

• Hotline 103 from inside Qatar or +974 4406 9938 from overseas
• Email: consumervoice@cra.gov.qa
• Online: CRA complaint form
• Social media: @CRAqatar
• Mobile application: Arsel

When submitting your complaint, prepare your contact details, affected service number, identification details, service provider complaint reference number and supporting evidence.

Supporting documents may include bills, advertisements, payment receipts and correspondence with the provider.

If the provider refused to register your complaint, explain this when contacting CRA.

The CRA consumer complaints process is free of charge.

For more information, visit the CRA Telecommunications Complaints Process.

Am I eligible to file a complaint?

Yes. Both Qatari citizens and expatriate residents can use the relevant official consumer complaint channels, subject to each authority's requirements.

MOCI's online complaint service is available to citizens and residents, with Tawtheeq authentication required for the online process.

CRA accepts complaints from consumers of licensed telecommunications services in Qatar. Its postal complaint process also provides identification options including a QID, GCC ID or passport number.

You will generally need identification details, supporting evidence and sufficient information about the business or service provider involved.

For a telecom complaint, CRA normally requires the service provider's complaint reference number, unless the provider refused to accept the complaint.

The eligibility requirements may differ depending on the service and the authority responsible.

What about fees, refunds and compensation?

This is where it helps to understand what Qatar's consumer protection laws actually provide.

Filing a consumer complaint through MOCI's official online service is free of charge. CRA's consumer complaints process is also free.

Consumers may also have legal rights to refunds and compensation, depending on the circumstances.

Under Article 11 of Qatar's Consumer Protection Law No. 8 of 2008, suppliers must provide clear information about their services, including their features and prices.

The article also requires suppliers to guarantee their services for a period appropriate to their nature and to refund consumers or repeat services correctly when those services do not conform to the guarantee.

Additionally, Article 3 provides consumers with the right to fair compensation for property or financial damage arising from the purchase or use of goods and services.

This means that consumers have legal protections beyond simply reporting a business.

However, a complaint does not automatically guarantee a refund or compensation. The outcome depends on the agreement, the circumstances of the violation, the available evidence and the applicable legal or regulatory provisions.

MOCI can investigate consumer protection violations and take regulatory action against businesses. CRA can investigate eligible complaints involving regulated service providers and work towards appropriate resolutions, which may include refunds.

If a dispute remains unresolved and involves a claim for financial damages, consumers may also need to consider civil legal proceedings, depending on the circumstances.

The Consumer Protection Law on Qatar's Al Meezan Legal Portal provides the relevant legal provisions.

FAQs

Who do I complain to if a company in Qatar didn't deliver a service?

For most commercial goods and services, contact the Ministry of Commerce and Industry (MOCI) through its official website, MOCIQATAR app, call centre 16001, or WhatsApp +974 6611 1400.

For telecommunications and internet services, complain to your provider first, then escalate to the Communications Regulatory Authority (CRA) when the applicable conditions are met.

Complaints involving licensed postal service providers can also be escalated to CRA.

Does it cost anything to file a complaint?

No. MOCI's official online consumer complaint service is free of charge. CRA also provides its consumer complaint service free of charge.

What documents do I need?

Keep and attach documents that help establish what was agreed and what was not delivered, including contracts, quotations, invoices, receipts, payment records, advertisements and communication with the company.

For CRA telecom complaints, you will also normally need your identification details, affected service number and the complaint reference number issued by your provider.

How long does the company have before I can escalate a telecom issue?

According to CRA's published process, the applicable periods include 48 hours for mobile service connection issues, 72 hours for fixed-line service connection issues and 30 days for other unresolved complaints unrelated to service connection.

Different conditions apply to undelivered new fixed-line services, customers with disabilities, complaints rejected by providers and complaints closed without a satisfactory resolution.

Will I automatically get my money back?

No. Filing a complaint does not guarantee an automatic refund.

However, Article 11 of Qatar's Consumer Protection Law provides for refunds or the correct repetition of services that do not conform to the applicable guarantee.

Article 3 also provides a right to fair compensation for qualifying financial or property damage.

Whether a particular consumer is entitled to a refund or compensation depends on the facts, evidence and applicable legal provisions.

Can non-Qatari residents file these complaints?

Yes. Expatriate residents can use the relevant consumer complaint services, subject to the authority's eligibility and identification requirements.

MOCI's online service uses Tawtheeq authentication, while CRA has identification and documentation requirements depending on the type of complaint.

Official sources

• General Authority for Minors' Affairs (GAMA) — Property Maintenance service
• Ashghal — e-Services portal for customers (Customer Zone)
• Ashghal — Request for foul sewage network (houses and facilities)
• Al Meezan — Qatar Legal Portal (rental maintenance opinion)

This guide is general information, not legal advice. Rules and fees can change — always confirm with the official sources linked above before you act.

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