Page 119 - SAMENA Trends - February-March 2021

REGULATORY & POLICY UPDATES SAMENA TRENDS

end-user expectations for optimum performance are being met. would also be established for non-SMP providers, albeit with a
(February 26, 2021) pta.gov.pk shorter timeframe of seven days – rather than the 15 required
from SMP operators – and with a focus on whether the pricing is
The Pakistan Telecommunication Authority (PTA) has published considered burdensome, although the PTA may amend the tariff
draft regulations on tariff setting, which look to amend the if it becomes anti-competitive or burdensome at a later date. The
watchdog’s capacity to regulate pricing for services. The draft regulations also permit the PTA to set price ceilings and floors for
rules require operators with significant market power (SMP) to basic services. Alongside empowering the PTA to more closely
submit written proposals to the PTA, which may approve, amend monitor and regulate tariff pricing, the draft regulations also tie-in
or reject the proposal if the tariff is considered anti-competitive to consumer protection rules and regulate potentially misleading
or ’burdensome’. The regulator considers tariffs burdensome information in advertising. Stakeholders have until 24 February
if they provide profits for the licensee that were ‘abnormally 2021 to submit feedback on the draft regulations.
high’, or the tariff is considered beyond the affordability of the (February 17, 2021) commsupdate.com
intended consumers. A similar review and approval system

Qatar

The Communications Regulatory Authority (CRA) has called (CRA) publishes the resolution results of telecom consumers’
on consumers and service providers to comply with their complaints received in 2020. CRA received 1303 complaints and
responsibilities and respecting consumer rights as part of its inquiries from consumers about telecom services in Qatar, these
activities to celebrate World Consumer Rights Day (WCRD) 2021. complaints were evaluated by CRA based on a set of criteria to
The WCRD is marked on March 15 every year to raise global determine their validity to CRA’s complaint process; 696 were
awareness of consumer rights and needs. The CRA is Qatar’s valid complaints and CRA resolved 95% of the total complaints
communications agency which regulates the telecommunications and inquiries received. Also, CRA is working with Ooredoo Qatar
and information technology sector, postal, and access to digital and Vodafone Qatar to finalize the related investigation of the
media. The CRA balances consumer rights with the needs of remaining ones. “One of CRA’s responsibilities is ensuring to
service providers. “You are responsible to protect yourself as a balance between consumers’ and telecom service providers’
telecom consumer by knowing your responsibilities and rights,” rights through various aspects; issuing the needed regulatory
the CRA said in a statement on Twitter. It urged consumers instruments to regulate the sector effectively, monitoring
to read the contract and terms of service conditions before the service providers’ compliance and the quality of telecom
subscription (a 2020 survey from ProPrivacy.com showed that networks and services provided to consumers, enhancing the
only 1% of technology users read ‘Terms & Conditions). The CRA sustainable competition between service providers to ensure
noted that consumers should choose a suitable credit limit that the provision of innovative and high-quality services and finally
meets their requirements, choose a convenient package, ensure resolving consumers’ complaints if not resolved by the telecom
they read notifications and bills sent by service providers, and service providers or if consumers are not satisfied with the
lodge complaints to the service provider before reaching the provided resolution,” said Amel Salem Al-Hanawi, Director of
CRA. Meanwhile, telecoms service providers have been implored Consumer Affairs Department, CRA. The statistics indicate that
to provide innovative and high-quality services and customized 71% of all received complaints were related to mobile services;
services for consumers with special needs. The providers are billing complaints of post-paid services accounted the highest
to clarify terms and conditions of the service to the consumers percentage of complaints, while the other main complaints
before subscription, issue accurate and understandable bills were related to mobile packages, networks coverage, and
in the consumer’s preferred language, send SMS notifications mobile number portability service. As for fixed-line services, the
to consumers about their credit limit and receive and solve statistics indicate that they were 29% of the total complaints,
consumers’ complaints. Recently, the CRA disclosed that out of these complaints the billing and service disconnections
it received 1,303 complaints and inquiries from consumers complaints were the most received. It is worth mentioning that
about telecom services in Qatar. According to the CRA, these under CRA’s telecom complaint resolution process; consumers
complaints were evaluated based on a set of criteria to determine with a complaint are free to approach the CRA if their complaint
their validity to CRA’s complaint process, of which 696 were valid lodged directly to their service provider about a mobile service
complaints, and CRA resolved 95% of the total complaints and disconnection remains open or unresolved for 48 hours, or 72
inquiries received. It stressed that it was working with Ooredoo hours in case of fixed-line disconnection. Also, if the complaint
Qatar and Vodafone Qatar to finalize the related investigation of is not related to a service disconnection and remains unresolved
the remaining ones. (March 21, 2021) thepeninsulaqatar.com for 30 calendar days or if the complaint is closed at any time and
they were dissatisfied with the offered resolution. Consumers can
On the World Consumer Rights Day, which occurs every year lodge a complaint to CRA through different channels: CRA’s 24/7
on March 15, the Communications Regulatory Authority hotline number (103), email address consumervoice@cra.gov.

119 FEB-MAR 2021