Posted on November 01, 2019

His Excellency Jassim Saif Ahmed Al-Sulaiti, Minister of Transport and Communications (MOTC) has launched the Telecom Complaints Management System of the Communications Regulatory Authority (CRA), at Qatar IT Conference and Exhibition 2019 (QITCOM 2019). The new system aims at automating all the processes related to resolving telecom consumers’ complaints and is supported by the Government Cloud-Services (Sadeem).

The launch event was attended by Minister of Posts Telecommunications and Technology of Somalia, Abdi Ashur Hassan, His Excellency Mohammed Ali Al-Mannai, President of the CRA, Lana Khalaf, Country Manager, Microsoft Qatar, Dr. Eng. Ahmed Salman Ali Al-Sulaiti, CEO, Qatar National Broadband Network (Qnbn) and Mohammed Al-Emadi, Chief Operation Officer at Malomatia. The system brings all stakeholders together; CRA, Government Contact Centre that manages CRA’s hotline (103), Ooredoo Qatar and Vodafone Qatar. The stakeholders will manage and resolve telecom consumers’ complaints based on CRA’s Complaint Resolution Process, Telecommunications Law, Telecom Consumer Protection Policy and a set of regulations.

“We are pleased to launch the Telecom Complaints Management System, as we constantly work to ensure the provision of technical solutions that support government entities to accelerate their digital transformation, in order to realize the integrated and connected government, which is in line with the Qatar Digital Government 2020 strategy. Sadeem Platform will support CRA by accelerating the process of its digital transformation, accelerating access to users and increasing the efficiency of the provided services,” said H.E. Jassim Saif Ahmed Al-Sulaiti, Minister of Transport and Communications.

“CRA ensures to balance the rights of consumers with the needs of service providers. The new system will support our efforts to protect consumers and ensure the provision of smart, innovative and high-quality services. The system is a key part of CRA’s strategy to use technological tools to provide a better experience to the stakeholders and consumers, which comes in line with one Qatar National Vision 2030 goals; efficient delivery of public services; and transparent and accountable government,” said H.E. Mohammed Ali Al-Mannai, President of the CRA.

Managing the life cycle of consumers’ complaints and inquiries will become easier; stakeholders will manage all the related activities through the system and they will be able to track complaints all the way from submission to resolution. The system will enable stakeholders to follow up and update consumers about the status of their complaints or inquiries in real-time, or even request them to send documents that support their complaints.

“The Qatar Digital Government 2020 strategy thrives to enhance customer experiences through greater access to government services, leading to better outcomes for the nation.” Said Lana Khalaf, Country Manager, Microsoft Qatar. “And the Telecom Complaints Management System, launched by the Communications Regulatory Authority, speaks directly to this effort. Built on the Microsoft intelligent cloud, the Sadeem platform will empower CRA to further enhance its e-services and engage with its customers in a more efficient, effective and seamless manner.

CRA will also be able to generate related reports easily, which will help to identify trends and work with service providers to reduce the future occurrence of complaints. The system will support CRA to provide an accurate, transparent and fair resolution for both parties, as all consumers’ records will be available in one private and safe place and can be retrieved upon request. The next phase will integrate different channels in the new system like; social media, interactive voice response, CRA’s website and CRA’s Mobile App.

Under CRA’s telecom complaint resolution process; consumers with a complaint are free to approach the CRA if their complaint lodged directly to their service provider about a mobile service disconnection remains open or unresolved for 48 hours, or 72 hours in case of fixed-line disconnection. Also, if the complaint is not related to a service disconnection and remains unresolved for 30 calendar days or if the complaint is closed at any time and they were dissatisfied with the offered resolution.

Consumers can lodge a complaint to CRA through different channels: through CRA’s  24/7 hotline number (103), CRA’s email address, CRA’s Twitter, Facebook or Instagram accounts @CRAqatar, CRA’s Mobile App “Arsel”, filling CRA’s complaint form on the website, or by visiting the CRA’s headquarters at Al Nasr Tower (B).

It is worth to mention that, the CRA has recently released an update on CRA mobile application “Arsel”, the upgrade includes quality of service measuring feature as one of the tools that empower the CRA to measure the quality of telecom services. The updated version of “Arsel” app is also integrated with the National Authentication System “Tawtheeq”, which empower the user to log in on the CRA mobile app with the same username and password of other government applications which are connected with “Tawtheeq” system.