CRA resolves 96% of telecom complaints received in 2024; receives 2,678 complaints;
Published: 17 March 2025
Most complaints were related to internet service and billing issues; 77% of complaints related to mobile services
NT Bureau
DOHA: In 2024, the Communications Regulatory Authority (CRA) received 2,678 complaints and inquiries from consumers about telecom services in Qatar and it successfully resolved 96 percent of valid complaints in coordination with telecom Service Providers, Ooredoo Qatar and Vodafone Qatar.
To mark World Consumer Rights Day, which occurs every year on March 15, the CRA published the resolution results of telecom consumers’ complaints received in 2024. This reflects CRA’s strong commitment to transparency, consumer rights protection, and enhancing telecom service quality in Qatar, the CRA said.
Complaints were evaluated by CRA based on a set of criteria to determine their validity to CRA’s complaint process.
The statistics indicate that 77 percent of all complaints received were related to mobile services. The primary issues reported included postpaid billing, mobile packages issues, and service disconnections issues.
The remaining 23 percent were related to fixed-line services, and the most received complaints were related to internet service and billing issues.
Ooredoo Qatar and Vodafone Qatar have demonstrated commendable dedication to resolving customers’ issues, achieving resolution rates of 97.7 percent and 95.5 percent, respectively. This collaborative approach between CRA and the telecom Service Providers highlights a shared commitment to enhancing the quality of telecom services in the State of Qatar.
Commenting on the resolution results, Director of Consumer Affairs Department at CRA Amel Salem Al Hanawi said: “At CRA, we work diligently to ensure that all telecom consumers in Qatar have access to reliable services and effective complaint resolution mechanisms. Our recent results in complaint resolution reflect our commitment to empowering consumers and holding Service Providers accountable to the highest standards.”
Telecom consumers can submit complaints to CRA through various channels, including CRA’s 24/7 hotline, email, or by contacting the CRA via its social media accounts.
