Doha, Qatar: The Communications Regulatory Authority (CRA) of the State of Qatar has introduced the Communications Consumer Protection Policy and Regulation, establishing a new benchmark for consumer rights and service provider obligations within Qatar’s telecommunications sector. This decisive action aligns with Qatar’s telecommunications law and regulatory framework, ensuring comprehensive consumer protection under a legally grounded structure that mandates higher levels of transparency and responsibility from service providers.
The new policy outlines the key objectives and principles that will govern consumer protection efforts in Qatar. It lays the foundation for actively safeguarding consumers’ rights in an era of rapid technological advancement. The regulation includes a detailed set of rules and procedures that service providers must follow, covering critical aspects such as advertising standards, marketing practices, billing transparency, contract fairness, data privacy, and customer notifications. It specifically addresses common consumer concerns, including unsolicited direct marketing, spam, and the protection of personal data. The regulation also establishes clear processes for handling consumer complaints and disputes, ensuring uninterrupted access to essential emergency services.
“The Communications Consumer Protection Policy and Regulation marks a crucial step in our ongoing commitment to creating a fair and transparent communications environment in Qatar. Aligned with Qatar’s telecommunications law and regulatory framework, our goal is to protect consumers by ensuring they receive clear information, fair contracts, and reliable services while holding service providers to the highest standards,” stated Amel Salem Al-Hanawi, Director of the Consumer Affairs Department at CRA. “By issuing this instrument, we are reinforcing our commitment to fostering a competitive and consumer-friendly communications market, in line with Qatar’s Vision 2030 and the Digital Agenda 2030,” she added.
The new policy replaces the Telecommunications Consumer Protection Policy issued in January 2014. Additionally, all previous regulatory instruments issued by CRA or the Ministry of Communication and Information Technology (formerly known as ictQATAR) related to consumers will be repealed after the transition period outlined in the Communications Consumer Protection Regulation. These include CRA’s Code of Advertising, Marketing and Branding issued on September 25, 2014; CRA President Decision No. 11 of 2016 concerning the Spam Regulation; and CRA President Decision No. 12 of 2016 regarding the Premium Services Regulation.
The issuance of the Communications Consumer Protection Policy and Regulation highlights CRA’s proactive approach to safeguarding consumer rights and maintaining a balanced relationship between consumers and service providers. By setting clear expectations and stringent requirements, CRA ensures that Qatar’s telecommunications sector remains a leader in innovation and consumer protection.
