ictQATAR Investigates Hala Blackberry Service and Directs QTel to Provide Accurate Information to Consumers

The Supreme Council of Information and Communication Technology (ictQATAR) has investigated complaints from consumers about confusion caused by QTel and incorrect information being passed to consumers about QTel’s Hala Blackberry service.

ictQATAR has established that QTel has communicated confusing and/or incorrect information to its customers about data usage limits and charges that may apply when those limits are exceeded.

Consumers should note that there are no recent tariff changes to the QTel’s Hala Blackberry service offering which was approved by ictQATAR in September 2011. It remains that customers who buy the pre-paid Hala Blackberry service are debited in increments according to data usage. As the included data usage is 250 MB per/week, QTel is required to notify these customers when they are reaching that limit so that they may be aware of charges that may apply after the limit is exceeded.

ictQATAR has directed QTel to provide clear and accurate clarification to its customers on usage limits and charges that apply for the QTel’s Hala Blackberry service offering by doing the following:

• Refrain from sending any confusing or inaccurate messages to the public and its customers about the Hala Blackberry service;
• Issue a clear statement to the public that includes all relevant information about the Hala Blackberry service including charges and data usage limits that apply;
• Inform its call center staff of the correct information to be communicated to all callers inquiring or complaining about the service;
• Report to ictQATAR by Thursday the 24th of May 2012 on how QTel has resolved complaints and cleared up the confusion it has caused in the market place about this service.

Consumers can contact Qtel at 111. If QTel does not resolve your complaint about Hala Blackberry services, you may contact ictQATAR at 103 or by email consumervoice@ictqatar.gov.qa to lodge a formal complaint with the regulatory authority for telecommunications.