Doha, Qatar: The Communications Regulatory Authority (CRA) yesterday updated guidelines clarifying how consumers can seek official intervention for unresolved postal and telecommunications issues.
The authority stated that consumers experiencing service disruptions or dispute delays with their service providers can escalate their grievances directly to the regulator under specific conditions, provided they first attempt to submit the complaint directly to their postal service provider.
Under the guidelines, the CRA intervenes if a standard complaint remains unresolved by the provider for more than 10 working days, or after 8 working days for customers with disabilities.
Consumers are also eligible to escalate their case if the service provider refuses to accept the initial complaint, fails to provide a reference number, closes the complaint without resolution, or delivers an outcome that the consumer finds unsatisfactory.
To process an escalation efficiently, consumers must prepare essential details before filing.
