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 or centre or the designated Customer Service Centre of that service provider;
• by Phone: Call the customer service section. For Qtel you can call Customer Service on 111. For Vodafone you can call Customer Service on 8007111;
• 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.
 
For Qtel you can email: customer.service@qtel.com.qa

Be clear, persistent, calm and polite.
Make a note of all phone calls and visits, including the name of a person you spoke with and the date.
Ask for a reference number for your complaint.
If your complaint remains unresolved for 30 calendar days* or you are dissatisfied with the resolution offered to you, move to Step 2.
*The 30 day timeline for resolving complaints can be extended by ictQATAR in certain cases.

Step 2: Contact ictQATAR
If you are still having difficulty resolving a complaint, you can contact ictQATAR by:

• Calling the Consumer Voice Hotline: +974 44995353
• Emailing us at consumervoice@ict.gov.qa
• Send a Fax to: +974 44995515

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.