How to lodge a complaint to the CRA as a telecom consumer in Qatar
As a resident or citizen of Qatar, it's important to know your rights. Qatar's Communications Regulatory Authority (CRA) takes consumer rights protection seriously and makes efforts to guard residents against marketplace abuses and anti-competitive conduct.
The CRA can help you by:
- Providing information about your rights and obligations;
- Suggesting a possible course of action for you;
- Suggesting an alternative contact if they cannot help you;
- Investigating your complaint with the service provider on your behalf
Read on to find out how you may contact the CRA for a complaint. Keep in mind that the organisation does not:
- Investigate complaints outside the telecommunications sector;
- Give legal or professional advice;
- Become involved in private legal disputes for consumers.
Keep in mind that it is best to contact the CRA only after you have considered or done the following.
- Registered a complaint with your Service Provider. If you have a Mobile service disconnection and your complaint remains open/unresolved for 48 hours, or 72 hours in case of fixed line disconnection.
- If your complaint is not related to a service disconnection and remains unresolved for 30 calendar days* and / or you are dissatisfied with the resolution offered to you.
- If you applied for a new fixed line service and your service has not been delivered after 10 working days since the submission of your application, and your complaint is open with the service provider for 48 hours with no alternative solution provided.
- If the service provider refused to lodge a complaint for you.
- If you are a special need customer and your complaint (disconnection or any other issue) is remained unresolved for 48 hours.
Remember, the Telecommunications Law and the licenses issued to Ooredoo and Vodafone-Qatar include provisions that protect you in your dealings with them, by placing obligations on the service provider to be honest and deal fairly with you.
Contact the CRA
If you are unable to reach an acceptable solution to your complaint, you can freely approach the CRA and they will assist you.
You can also contact the CRA by:
- Calling the CRA Hotline, Consumer Protection Affairs: 103 from Qatar and 00974 44069938 from overseas
- Emailing them at: firstname.lastname@example.org
- Use the online complaint form: Lodge a complaint
- Contact them on their Twitter official account: @CRAqatar
- Download their Arsel mobile application here to get in touch instantly
What you will need
When lodging a complaint you must provide:
- Your contact details (phone, email, residential / company address, etc.)
- The complaint 'Reference Number' given to you by your service provider;
- Your consent to disclose your complaint details to the service provider, if necessary;
- Copies of any documents relating to your complaint (bills, advertisements, receipts, etc.);
- A full description of your complaint and any resolution offered to you by the service provider;
- Your Qatar ID number as proof that you are the subscriber of the service related to the complaint.
What happens next
The CRA will investigate and update you. After going through your complaint, they may ask for more information from you to investigate the complaint. They will keep you updated as the investigation continues and keep you informed of the outcome.
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