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Thu 1 Jul 2010 10:36 AM

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Qtel adds compensation clause to customer charter

Qatar telco says compensation will be paid for installation delays of over 2 weeks.

Qtel adds compensation clause to customer charter

Qatar Telecom (Qtel) said on Thursday it had added a compensation clause to its customer charter for those who have to wait too long for installation services at home.

The new commitment is part of the ongoing transformation of Qtel's approach to customer service, the company said in a statement.

Under the new process, customers who receive notification that their request for a new line has been accepted should have to wait no longer than two weeks for installation in their home. The telco did not give details of the compensation package.

The promise applies to all subscriptions to landline phones, ADSL and Mozaic TV+ at residences across Qatar, Qtel added.

The only commitment on the customers' part is that their homes have the internal wiring necessary to support an installation, and that they are home when the technicians call for an agreed appointment.

The two-week time period was selected based on a benchmark study with other regional organisations, which indicated this was the optimum timing for installation and delivery.

Qtel's Customer Charter was launched in 2009 as part of Qtel's commitment to better service.

The charter is a public document that outlines what Qtel does as a company, what its commitments are to its customers, and what the standards are that every customer can expect.

The document includes clear commitments in seven key areas, including respect for customers; supporting customers' right to privacy; providing improvements in customer service; and pledging to support the social development of Qatar.

These commitments were developed after an intensive period of customer research, conducted across Qatar with people from all backgrounds and all walks of life.

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