Qtel will compensate customers if complaints against its products or services are found to be valid following an internal investigation, the company’s acting chief operating officer Waleed Mohamed al-Sayed said.
Releasing Qtel’s first ‘Customer Charter’ yesterday, al-Sayed said all customer complaints would be thoroughly investigated and compensation awarded if a customer is found eligible.
“I cannot give more details now. We will notify these in due course,” al-Sayed said.
The ‘Customer Charter’ is a public document that outlines what Qtel does as a company, its commitments to customers, and the standards customers can expect from the service provider, he said.
The document speaks on Qtel’s ‘clear commitments’ in seven key areas such as respect for customers, commitment to delivering the best products and services, and being open, honest and transparent, customers’ right to choose, and to privacy, providing improvements in customer service, and pledging support to Qatar’s social development.
Asked why it took so long for Qtel to launch the ‘Customer Charter’ al-Sayed said,“We have been working on it for quite a while. Many of our customers suggested that the charter must be in public domain.”
The charter was developed after an “intensive period” of customer research, conducted across Qatar with people from all backgrounds and walks of life, al-Sayed said.
“Qtel has always tried to listen to its customers, and in 2008 we began the most significant piece of customer research in our history. One area of feedback was very clear to us – people wanted improvements in the level of customer service,” al-Sayed, also executive director (customer services) said.
For this reason, Qtel initiated “major improvements and enhancements” in its services in the recent months, to ensure it provides the ‘best possible experience’ to customers, he said. The Customer Charter supports these efforts and outlines Qtel’s commitments to customers “clearly and transparently”.
Qtel’s research highlighted that many customers were not clear about the company’s grievance redressal mechanism. The charter covers the various options customers have to raise a query by phone, e-mail, or in person at a Qtel Shop and outlines what the company does to resolve issues.
“Qtel has significant heritage in the Qatari market. However, we continuously strive to find ways to delight our growing customer base. Our charter clearly highlights the necessary measures for improving and achieving this goal,” al-Sayed said.
Qtel executive director (consumer services) Ian Dench was also present on the occasion.
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