The Peninsula
DOHA: The Communications Regulatory Authority (CRA) is busy giving final touches to a new Quality of Service (QoS) Policy to outline the objectives and approach to the regulation of the quality of communication services provided to the public. Once finalised, the Policy will become a key part of CRA’s mandate to set performance standards for quality of service and to monitor compliance with these standards by service providers.
The Policy includes clearly defined parameters, targets, reporting procedures, compliance requirements and enforcements procedures. CRA regulates communications and postal sectors, as well as access to digital media and advanced, innovative, and reliable communication services provided by operators in these sectors.
“The main objective of QoS Policy is to introduce greater clarity, transparency, predictability, equality and certainty with respect to QoS regulation for the benefit of both the customers and the providers,” said Amel Salam Al Hanawi (pictured), CRA’s Consumer Affairs Department Manager. “The Policy is based on a forward looking approach. For example, it states that the key performance indicators (KPIs) should be resilient to address both present and future customer needs and at the same time enable competition,” she added.
Service Providers will be required to measure their quality of services against the KPIs set in the QoS Regulation and report to CRA. However, CRA shall also conduct its independent measurement surveys ensure compliance. Full details of the Policy will be made available to the general public through the CRA website.
The Consumer Affairs department within CRA is responsible for monitoring quality of communications services in Qatar in addition to receiving and investigating telecom consumer complaints. Consumers can contact CRA using a variety of communication channels: the 24/7 hotline number 103, email at consumervoice@cra.gov.qa , using the CRA’s online complaint form or by tweeting directly to @CRAqatar.
The CRA is the communications regulator in the state of Qatar established by virtue of Emiri Decree (42) in 2014. CRA regulates the communications & information technology sector, postal services, and access to digital media.
CRA uses its regulatory powers mandated by the Emiri decree to protect consumer rights, ensure competition, manage the resolution of disputes, and manage the electromagnetic spectrum.
