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Lodging a Complaint
A key part of the ictQATAR promise is to safeguard the rights and interests of consumers.
In our consumer protection role,
- We will investigate all complaints and promptly work to resolve them,
- We will establish objectives that companies must fulfill,
- We will enforce those obligations,
- We will guard against marketplace abuses and anti-competitive conduct.
Steps to Lodge a Complaint:
Step 1: Contact the Service Provider
Contact the service provider to explain the problem and the outcome you want:
- in Person: Visit the service provider personally at the shop, center or the designated Customer Service Center of that service provider;
by Phone: Call the customer service section. For Qtel you can call Customer Service on 111, from overseas you can call +97444380000 from other operators in Qatar call +974 442 00700.
Vodafone customers to reach customer care, can dial 111 from your Vodafone mobile, call 800 7111 from any other line, call +974 7700 7111 from abroad.
in Writing: Lodge an online complaint with the service provider through its website or write to the company by letter, attaching copies of bills, advertisements, receipts, etc.
Be clear, persistent, calm and polite.
Make a note of all phone calls and visits, including the name of the person you spoke with and the date.
Ask for a reference number for your complaint.
If your complaint remains unresolved within 30 calendar days* or you are dissatisfied with the resolution offered to you, move to Step 2.
Step 2: Contact ictQATAR
If you are still having difficulty resolving a complaint, you can contact ictQATAR by:
- Filling in the online Complaint form
- Calling the Consumer Affairs Hotline: 103
- Emailing us at firstname.lastname@example.org
- Send a Fax to: +974 4499 5515
When you contact us, please provide the following:
- Your contact details (eg. phone, email, address);
- The Customer Reference Number given to you by the service provider when you lodged your complaint;
- Your consent to disclose your complaint details to the service provider, if necessary;
- Copies of any documents relating to your complaint (eg. bills, advertisements, receipts,etc.);
- A full description of your complaint and any resolution offered to you by the service provider;
- Your Qatar ID number, as proof that you are the subscriber of the service related to the complaint.
What we can do to help you:
- Give you information about your consumer rights and obligations;
- Suggest possible courses of action you might take;
- Suggest an alternative contact if we cannot help you;
- Investigate your complaint on your behalf with the service provider.
What we cannot do to help you:
- Give legal or professional advice;
- Become involved in private legal disputes on behalf of consumers;
- Investigate complaints outside the telecommunications sector.
Step 3: What will happen next?
- ictQATAR will study your complaint and may request further information from you to investigate the complaint;
- With your consent, ictQATAR may disclose your identity and the details of your complaint to the service provider;
- ictQATAR will keep you informed as the investigation continues and notify you of an outcome.
What else can you do?
There are other government agencies that can deal with consumer concerns of a general nature that are outside the telecommunications sector.
You can also take your own private legal action at anytime against a service provider or third party. If you decide to do this, make sure you get independent legal advice first as legal action can be expensive and there is no guarantee you will be successful.
To Lodge a Complaint, click here