Quality of Service Policy to provide clearly defined parameters; as well as benchmark international standards and best practices

Doha, April 18, 2016

The Communications Regulatory Authority (CRA) is finalizing a Quality of Service (QoS) Policy to outline the objectives and approach to the regulation of the quality of communication services provided to the public in Qatar. Once finalized, the Policy will become a key part of CRA's mandate to set performance standards for quality of service and to monitor compliance with these standards by service providers.

The Policy includes clearly defined parameters, targets, reporting procedures, compliance requirements and enforcements procedures. CRA regulates communications and postal sectors, as well as access to digital media and advanced, innovative, and reliable communication services provided by operators in these sectors.

"The main objective of QoS Policy is to introduce greater clarity, transparency, predictability, equality and certainty with respect to QoS regulation for the benefit of both the customers and the providers," said Amel Salam Al-Hanawi, CRA's Consumer Affairs Department Manager. "The Policy is based on a forward looking approach. For example, it states that the key performance indicators (KPIs) should be resilient to address both present and future customer needs and at the same time enable competition," she added.

Service Providers will be required to measure their quality of services against the KPIs set in the QoS Regulation and report to CRA. However, CRA shall also conduct its independent measurement surveys ensure compliance. Full details of the Policy will be made available to the general public through the CRA website.

The Consumer Affairs department within CRA is responsible for monitoring quality of communications services in Qatar in addition to receiving and investigating telecom consumer complaints. Consumers can contact CRA using a variety of communication channels: the 24/7 hotline number 103, email at consumervoice@cra.gov.qa , using the CRA's online complaint form, by tweeting directly to @CRAqatar, or by visiting CRA's headquarters at Al Nasr Tower B, Corniche.

The Communications Regulatory Authority (CRA) is the communications regulator in the state of Qatar established by virtue of Emiri Decree (42) in 2014. CRA regulates the communications & information technology sector, postal services, and access to digital media. CRA uses its regulatory powers mandated by the Emiri decree to protect consumer rights, ensure competition, manage the resolution of disputes, and manage the electromagnetic spectrum. In all its activities, the CRA seeks to ensure the provision of advanced, innovative and reliable ICT and postal services across the state of Qatar.

For more information please visit: cra.gov.qa/en

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For inquiries:
Noof Ahmed Al-Naama, Communication Specialist
Telephone: +974 4499 5497
Mobile: +974 3321 1700
Email: nalnaama@cra.cov.qa

Aya Mohammed Al-Qatawneh, Media and Social  Media Specialist
Telephone: +974 4499 3463
Mobile: +974 5574 8524
Email: aalqatawneh@cra.gov.qa

© Press Release 2016