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ictQatar sets up new hotline services for telecom users.

JOSEPH VARGHESE DOHA THE Supreme Council for Information and Communication Technology (ictQatar) has set up a new hotline to address consumers' grievances. Consumers can now file a complaint against their telecom service provider on the new ictQatar hotline number '103'.

The 24by7 hotline is already operational and is managed through ictQatar's Government Contact Center.

Dr Eiman al Ansari, who has been appointed manager of ictQatar's recently-formed Consumer Affairs Department, made the announcement at a press meet on Tuesday. ictQatar's Executive Director of Communication Brian Wesolowski and Assistant Secretary- General of Regulatory Authority Christa M Crammer were also present on the occasion.

"Telecom users can lodge their complaints through the dedicated hotline, email (consumervoice@ictqatar.

gov.qa), or go online at www.ictQatar.qa. Once a complaint is lodged the consumer is given a reference number and the issue will be settled within a convenient time," Ansari said.

"Consumers are encouraged to make an attempt to resolve their issues with their service providers first. If the service provider fails to resolve the issue within 30 days, then the users can lodge a complaint with ictQatar," Ansari said.

"The hotline allows consumers to easily trace the complaints they have filed. ictQatar will also activate its own Twitter account '@ictQATARvoice' to share information on consumer issues and hear consumer's views," she said.

Ansari said that she will monitor and ensure that licensed service providers protect the rights of telecom users in the country. The new department will also carry out a range of consumer affairs initiatives to help the users understand their rights. It will also develop telecom consumer protection policies and programmes, if necessary, Ansari said.

The department will be a dedicated voice for consumers and looks forward to making ictQatar's efforts more transparent, she said.

"We are all telecom consumers and it is important that our voices are heard and our rights are protected.

ictQatar is serious about ensuring telecom consumers understand their rights by establishing this new department within the regulatory authority," she added.

On the issue of number portability between telecom operators in Qatar, Crammer said the issue took longer time than expected.

"The process is in the final stages and the facility will be made available soon," Crammer said.

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Publication:Qatar Tribune (Doha, Qatar)
Date:Dec 14, 2011
Words:385
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