DOHA: Complaints by consumers of two major telecom operators in Qatar are now at least assured of swift action through different channels of communications established by the newly-formed Consumers Affairs Department of ictQatar.
Dr Eiman Al Ansari, newly-appointed manager of Consumer Affairs Department, has assured any complaints lodged by consumers concerning telecom services will be addressed within seven to 10 days at the most and a maximum of 30 days for the resolution of the grievances.
Dr Al Ansari has a keen understanding of Qatar's telecom sector and consumer needs, having previously worked as Head of Corporate and Institutional Affairs at Vodafone-Qatar.
Consumers however are advised that they must still attempt to resolve complaints with their service providers before filing a formal complaint with ictQatar and if they are not satisfied that would be the time that they can turn to the Consumer Affairs Department.
The same department has also assured that they will look into some possible misleading promotions from the service providers and if they find that the motive could be deliberate that runs counter to consumer rights and welfare, ictQatar will even take it into legal action.
"We are all telecoms consumers, and it's important that our voices are heard and our rights are protected," Dr Al Ansari said during the press conference yesterday that formally announced the creation of the Consumer Affairs Department within the ictQatar Regulatory Authority.
"I am grateful for the opportunity to serve as a dedicated voice for consumers and look forward to making ictQatar's consumers affairs efforts more responsive, efficient and transparent," said Dr. Al Ansari.
Brian Welowski, Communications Executive Director at ictQatar, said all formal complaints will be attended through available communication channels that will be set up by the new Department including the social network like Facebook and Twitter.
As one of her first initiatives, Dr Al Ansari announced the establishment of a dedicated hotline for consumers to easily file a telecommunications complaint or issue with ictQatar.
The hotline, the easy to remember 103, is already operational and is managed through ictQatar's Government Contact Center. It allows consumers to more easily track the complaints they have filed through to resolution.
Moreover, ictQatar will also activate its own Twitter account, @ictQATARvoice, to share information on consumer issues and actively hear consumers views through the popular platform. Formal complaints can be also referred through the dedicated hotline, email ( consumervoice@ictqatar.gov.qaThis e-mail address is being protected from spambots. You need JavaScript enabled to view it ), or online at www.ictQatar.qa. The issue if ever the call rates among the two telecom operators is still fair enough compared to other countries in the Gulf region were raised by reporters during the open forum.
Cristina Cramer, ictQatar Assistant Secretary General for Regulatory Authority, has particularly cited the mobile call rates is still low as compared to other parts of the region even to the point of assuring that if the prices are not satisfactory, ictQatar may even choose to introduce another operator.
"Competition as to mobile call rates however is on the right track," Cramer said.
© The Peninsula 2011
