Postal services in the State of Qatar are regulated under the Law No. (15) of 2023 promulgating the Law Regulating Postal Services. This legislation establishes a framework that ensures fair competition, protects consumer rights, and promotes high service quality in the postal sector.
Key areas include:

● Comprehensive oversight of postal services by CRA.
● Regulations for licensing, operations, and consumer protection.
● Mechanisms for quality assurance, compliance enforcement of standards.

To know more, refer to the Article (1) of the Law Regulating Postal Services.

All postal service providers, whether domestic or international, must secure a license from CRA to legally operate within the State of Qatar. 
The licensing process includes:

● Submitting detailed service plans, including delivery processes and coverage.
● Providing company registration documents and financial records.
● Demonstrating compliance with CRA regulations, including adherence to consumer protection measures and service quality benchmarks.

Applicants must also undergo periodic reviews to maintain their licenses. 

Please refer to the License Application Procedures Regulation that was issued in December 2024.
Details on licensing can be found in Chapter 3 of the Law Regulating Postal Services. 

Universal and Exclusive Services are integral parts of Qatar’s postal framework:

● Universal Services: These encompass essential postal services accessible to all residents and citizens at reasonable costs, regardless of location. Services include letter and parcel deliveries and standard postal services in underserved areas.
● Exclusive Services: These are services reserved for the Public Postal Operator. They include:
   - Handling domestic postal services within the State of Qatar.
   - Issuance and sale of postage stamps that reflect national identity.

For more details, consult Postal Services Regulation.

CRA upholds service quality through its Regulation of Postal Quality of Service (QoS) Obligations. These obligations require service providers to:

● Meet specific delivery timelines.
● Ensure widespread service availability, including underserved areas.
● Publish performance metrics and submit regular quality reports to CRA.

CRA conducts independent assessments and imposes penalties for non-compliance to maintain high service standards. 

For further details, refer to Regulation of Postal Quality of Service Obligations.

CRA’s Consumer Protection Policy and Regulation ensures:

● Transparent communication of service terms and costs.
● Accessible mechanisms for resolving consumer grievances.
● Fair and equitable service for individuals with special needs.
● Price regulation to prevent unfair charges by service providers.

CRA actively monitors provider compliance and enforces corrective actions when necessary. 
For detailed guidelines, please refer to the Consumer Protection Policy and Regulation for Postal Sector Consumer.

Complaints about postal services can be addressed as follows:

1. Direct Provider Resolution: Consumers should first contact the postal service provider’s customer service.
2. Escalation to CRA: If unresolved, complaints can be formally escalated to CRA.

CRA operates a structured grievance mechanism, ensuring fairness and efficiency in resolution. 
For more information, refer to CRA's Complaint Process.

Service providers that violate the Postal Law or CRA’s regulations may face:

● Administrative actions, including warnings or suspension of licenses.
● Financial penalties proportional to the severity of the violation.
● Criminal sanctions for serious offenses.

These measures are detailed in Chapters 13 of the Law Regulating Postal Services

CRA keeps stakeholders informed through:

● Regular updates on its official website and social media channels.
● Issuance of press releases detailing policy changes and new services.
● Public consultations that invite feedback on proposed changes and sector improvements.

Stakeholder engagement is central to CRA’s mission of fostering transparency and collaboration.