Page 116 - SAMENA Trends - May-June 2023

REGULATORY & POLICY UPDATES SAMENA TRENDS

for 5G networks and using the Universal Service Obligation fund current and future dynamics of the ICT landscape in South Asia
to build it. Regional collaboration was deemed critical for reliable and beyond. During his closing remarks, the Secretary General of
connectivity and reducing telecom costs. Other items focused on Asia-Pacific Telecommunity (APT), Mr. Masanori Kondo said that
localizing OTT communication platforms, enabling framework for the diverse perspectives and expertise at the Workshop widened
NGSO connectivity, LEO frequency band evolution and responsible insights and ignited new possibilities for ICT development. He
satellite operations. Ethical challenges related to deep fakes and thanked PTA for hosting the Workshop and for the hospitality
Artificial Intelligence (AI) along with the importance of cross-sector extended to the delegates. The SATRC Workshop on PRS was
collaboration and digital transformation was also highlighted by hosted by PTA and was attended by delegates from the 9 SATRC
Chair of SATRC working group PRS, DG S&D during his summary member countries as well as representatives from national and
of the workshop. Member (Compliance & Enforcement), Pakistan international organizations. The Workshop provided a platform for
Telecommunication Authority (PTA), Mr. Khawar Siddique Khokhar constructive dialogue and exchange of ideas on key issues related
praised SATRC as an exemplary model of regulatory collaboration. to the telecom/ICT sector in the region.
He said that the Workshop is important for the discussion of (May 10, 2023) www.pta.gov.pk

Qatar

The Communications Regulatory Authority (CRA) has published to benchmark the performance of telecom services and service
the results of the Consumer Satisfaction Survey 2022. The survey providers at a regional and international level.
presented detailed findings of satisfaction among consumers (June 12, 2023) www.gulf-times.com
in Qatar with their telecom service providers, Ooredoo Qatar
and Vodafone Qatar. The survey covered all aspects of telecom The Communications Regulatory Authority (CRA) has issued
services, including network coverage, service value, rate plans the Quality of Service (QoS) Regulatory Framework with the aim
and tariffs, billing and payment, customer service and complaint of raising the minimum requirements for the Key Performance
resolution. The survey was conducted among more than 2,500 Indicators (KPIs) for the QoS of public telecommunications
individuals from different segments of Qatar’s population. It used services in Qatar. The framework adds new obligations and KPIs
a Computer-Assisted Personal Interviews (CAPI) method, whereby on the licensed telecom service providers that must be met to
respondents were asked to go through a questionnaire, available ensure that high-quality telecom services are delivered. The KPIs
in both Arabic and English. The average survey duration was 30 cover a range of areas for fixed, mobile, and broadband services,
minutes. The findings indicate that overall consumer satisfaction including network availability, call setup success rate, voice quality,
with telecom services in Qatar is relatively high with 79% of call completion ratio, and more. Amel Salem al-Hanawi, director of
respondents expressing satisfaction. Voice services, both mobile Consumer Affairs Department at CRA, said: “The issuance of the
and fixed, received the highest levels of customer satisfaction QoS Regulatory Framework is consistent with CRA’s keenness to
at 82% and 83%, respectively. In terms of Internet services, fixed ensure that consumers in the State of Qatar access more advanced
Internet had a satisfaction rate of 78%, while mobile Internet had and high-quality telecom services. “This objective is to be achieved
a rate of 74%. The most important telecom services, as ranked by through developing proper regulatory instruments, granting the
consumers in descending order, were mobile voice, mobile Internet, telecom service providers the necessary licenses, determining
fixed Internet and fixed voice. Amel Salem al-Hanawi, director the necessary obligations, and monitoring their compliance with
of Consumer Affairs Department at CRA, said: “We are pleased these obligations.” CRA conducts an annual QoS audit of mobile
with the high overall satisfaction scores for telecom services in networks, benchmarking set KPIs to obtain results that reflect the
Qatar. The survey aligns with CRA’s role in regulating the telecom experience of consumers and publishes the audit results on CRA’s
sector, keenness to balance between the obligations of service website to ensure transparency. In addition, the service providers
providers and the rights of consumers, in addition to ensuring will be submitting and publishing QoS reports on a regular basis
that the competition benefits consumers by accessing advanced based on the QoS Regulatory Framework. The QoS Regulatory
and high-level telecom services. “This survey is one of the main Framework, the annual audit conducted by CRA, and the service
instruments that CRA adopts to assess, in a transparent manner, providers’ QoS reports benefit all relevant parties, as they enable
the quality and efficiency of services provided to consumers. consumers to make informed decisions when choosing the service
CRA utilizes such surveys to ensure the improvement of services provider that meets their needs and enhance the competition to
provided to consumers in Qatar.” The study involved qualitative provide high-quality telecom services at competitive prices, and
and quantitative research, including focus group discussions and thus develop the telecom sector in the State of Qatar.
a national survey, to assess consumer satisfaction with telecom (May 1, 2023) www.gulf-times.com
services in the country. Secondary research was also conducted

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