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Posted On: 6 October 2011 07:09 am
Updated On: 12 November 2020 02:11 pm

Consumer’s right: ictQatar sets up grievances dept

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Customers who are not happy with telecommunications services in the country can now lodge their complaints with a new body that has been set up exclusively to address consumer issues. ictQatar, the telecommunication regulatory authority, has created the Consumer Protection Department within the organisation to closely monitor the performance of the service providers and protect the rights of consumers. The Department will soon set up a dedicated call centre to attend to public inquiries and complaints related to telecommunications services. It will also conduct programmes to raise public awareness about consumer rights. “In regulating Qatar’s telecommunication markets, ictQatar balances the interests of licensed service providers with the rights of consumers. The new Consumer Protection Department will work to enhance the existing consumer complaints process at ictQatar, communicate directly with consumers about their rights and responsibilities, and will share a variety of quality of service reports and pricing references,” said a press statement issued by ictQATAR yesterday. The call centre will use a ticketing system to record and track complaints or inquiries, allowing consumers to follow-up and track the progress of their complaints or inquiries easily and efficiently. However, consumers will still be advised to try to resolve any issues directly with their service provider in the first instance before contacting ictQatar’s Consumer Protection call centre. The new department will publish regular reports on the quality of services provided by telecommunications operators, including network quality, signal strength and consumer relations. “ictQatar will continue monitoring the pricing of services to ensure there are no anti-competitive practices that could harm the rights of the consumer,” said the statement. ictQatar will conduct regular market surveys and research to obtain direct feedback from consumers regarding the telecommunication services. The Consumer Protection Department will conduct regular education, awareness and outreach campaigns to assist consumers to better understand their rights, and also provide consumers with useful information so they can take informed decisions. ictQatar hoped that the quality of telecoms services in the country to continue to improve in the coming years. The government is working closely with the licensed operators to ensure that they meet a high level of quality of services. The government, along with the private sector, is also working to improve the telecommunications infrastructure in the country, including the building of a National Broadband Network and launching a high-tech satellite programme. These efforts will help make Qatar one of the most connected nations in the world directly benefitting consumers.