Doha, Qatar: Qatar General Electricity and Water Corporation (Kahramaa) continues to strengthen its digital services to ensure faster response to technical faults and improve overall customer satisfaction, according to Mohammed Salem Al Shammari, Head of Contact Center and Customer Care.
Speaking in an interview with Qatar TV, Al Shammari outlined corporation’s approach to handling technical reports through a range of digital channels designed to facilitate seamless communication with customers.
He explained that Kahramaa has introduced multiple electronic platforms, including a smart mobile application, its official website, WhatsApp service, and an interactive voice response (IVR) system. These channels enable users to submit technical fault reports easily, which are then instantly registered and automatically linked to specialised field teams across the country, ensuring rapid response and efficient handling.
He highlighted that once a report is submitted, users receive a reference number that allows them to track the status of their complaint in real time, from initial submission through to resolution, via any of the available digital channels. This feature ensures transparency and keeps users continuously informed throughout the process.
He emphasized that early reporting by customers plays a critical role in maintaining service continuity and safety. Prompt notifications allow technical teams to intervene quickly, resolve issues efficiently, and ensure uninterrupted service around the clock.
Regarding the most commonly used channels, Al Shammari noted that the mobile application and WhatsApp service are among the most popular options due to their ease of use and accessibility.
In addition to fault reporting, Kahramaa encourages all to take full advantage of its digital services, which include requests for moving to a new residence, services for new property owners, applications for exemptions granted to Qatari citizens, bill payments, and consumption monitoring.
Al Shammari also stressed the importance of regularly updating personal information and contact details to ensure uninterrupted delivery of notifications and service updates.
These initiatives form part of Kahramaa’s broader efforts to enhance service quality, ensure operational efficiency, and deliver a seamless and reliable customer experience across Qatar.
These initiatives have recently been reinforced by regional recognition, as Kahramaa’s Customer Services Department won the Outstanding Performance Award for customer service departments across the Gulf Cooperation Council (GCC) countries, specifically for excellence in handling complaints and service requests.
This achievement crowns Kahramaa’s long record of successes and reinforces its leadership in the electricity and water sectors.
It reflects the efficiency of its customer service system and its ability to enhance service quality in line with the best global practices, supporting the corporation’s strategic directions and boosting customer satisfaction.
