As part of the Communications Regulatory Authority (CRA) initiatives to spread awareness among telecoms consumers, the CRA has issued a consumer alert to increase consumers’ awareness about their rights and responsibilities in terms of data usage and to improve their experience of communications services across Qatar.
Both service providers provide variety of data packages, but it is the consumers’ responsibility to choose the data package that best suits their needs and to understand the related terms and conditions such as Fair Usage Policy. In addition it is important to monitor the validity of the data allowance.
In 2016 most of the mobile’s services complaints which were received by the CRA were related to billing issues, consumers need to monitor their data usage and check their data balance as per service providers’ processes to avoid extra charges. Also service providers are obliged to provide the consumers with SMS notifications before the package ends or is consumed completely, consumers should take advantage of such alerts and manage their data usage responsibly.
“CRA ensure to balance the rights of consumers with the obligations of telecoms service providers. Consumers need to be aware of their rights and responsibilities in order to make informed decisions.” said Amel Salem Al-Hanawi, CRA’s Consumer Affairs Manager.
Many applications on mobile devices use data in the background even when consumers are not directly using them. ‘Background data usage’ can be one of the biggest drains on the data allocation, and consumers often do not realise it is happening. This typically happens when apps, mail boxes or messaging apps sync new messages as they are received.
Consumers need to manage the automatic downloads and mobile applications’ permissions through their phone’s operating system to avoid unwanted data consumption. In iOS, this is located under Settings > Cellular, and in Android, under Settings > Wireless & Networks > Data usage.
Consumers with a complaint are free to approach the CRA if a complaint directly to their service provider remains unresolved for 30 calendar days, or if they are dissatisfied with the resolution offered. Complaints are then assessed by the CRA against a set of criteria to determine if a complaint is valid or not. CRA receives and investigates complaints by working with both the consumers and service providers to find a fair and mutually acceptable solution.
Consumers can contact the CRA in a variety of ways: the 24/7 hotline number is 103, email CRA at consumervoice@cra.gov.qa, using the CRA’s online complaint form, by tweeting directly to @CRAqatar, or by visiting the CRA’s headquarters at Al Nassr Tower (B).