The Communications Regulatory Authority (CRA) is commemorating the World Consumer Rights Day (WCRD) with a public outreach event held from March 15 - March 18, 2018 at Katara Cultural Village. Through the event, CRA intends to empower consumers of communications services to understand their rights and responsibilities so they have a more satisfactory experience.
The event at Katara - in front of L'wzaar Restaurant, Gate 14 -15 from 4:30 pm to 9:00 pm on the days of the event - is an exciting opportunity for CRA to directly engage with consumers and raise awareness of issues relating to the use of communications services in Qatar. During the event there will be activities for kids and adults, and CRA’s team will provide tips to help visitors better understand their rights and responsibilities. CRA team will also educate consumers on other topics related to roaming, spam and scam calls. The highlight of the event is an opportunity for visitors to lodge complaints against licensed service providers of communications services onsite and learn more about CRA’s complaints resolution process.
“CRA ensures to balance the rights of consumers with the needs of service providers therefore it is important that consumers know their rights and responsibilities. This will help them make informed decisions. Consumer protection is not just an annual event for us, it is at the heart of everything that we do and every day is dedicated to the consumers,” said Amel Salem Al-Hanawi, Consumer Affairs Department Manager, adding, “CRA is here to help and I would like to invite all consumers to join us at the event.”
CRA follows a clearly defined process for the resolving complaints. Consumers are free to approach the CRA if a complaint lodged directly to their service provider remains unresolved. Consumers can lodge a complaint with CRA after 48 hours for mobile service disconnections, after 72 hours for fixed line disconnections, or after 30 calendar days for complaints that aren’t related to a service disconnection. Consumers can also contact CRA any time if they are dissatisfied with the offered resolution of the closed complaint. Special needs consumers can lodge complaints to CRA for service disconnections or any other unresolved issues as long as a period of 48 hours has passed.
Complaints are assessed by CRA against a set of criteria to validate a complaint. CRA receives and investigates complaints by working with both the complainant and service providers to find a fair and mutually acceptable resolution.
Consumers of communications services can contact CRA in a variety of ways: by calling the 24/7 hotline number (103), by email CRA at consumervoice@cra.gov.qa, by tweeting directly to @CRAqatar, by visiting the CRA’s headquarters at Al Nasr Tower B, by submitting online complaints form on CRA’s website, or through “Arsel” mobile application.