Qtel slammed over BlackBerry service 'confusion'

Qatar's telecoms regulator warns operator to resolve consumer complaints by May 24
Qtel slammed over BlackBerry service 'confusion'
By Andy Sambidge
Sun 20 May 2012 06:57 PM

Qatar's telecommunications regulator on Sunday warned Qatar Telecom (Qtel) about the information it is sending customers about its BlackBerry service

The Supreme Council of Information and Communication Technology (ictQATAR) said it has investigated complaints from consumers about "confusion and incorrect information" about Qtel's Hala BlackBerry service.

"ictQATAR has established that Qtel has communicated confusing and/or incorrect information to its customers about data usage limits and charges that may apply when those limits are exceeded," it said in a statement.

It said customers who buy the pre-paid Hala BlackBerry service are debited in increments according to data usage.

As the included data usage is 250 MB per week, Qtel is required to notify these customers when they are reaching that limit so that they may be aware of charges that may apply after the limit is exceeded, ictQatar added.

It said it had ordered Qtel to "refrain from sending any confusing or inaccurate messages to the public and its customers about the Hala BlackBerry service".

It added that Qtel must issue a "clear statement" to the public about the Hala Blackberry service including charges and data usage limits.

It must also report back to ictQATAR by May 24 on how Qtel has resolved complaints and cleared up the confusion it has caused in the market place.

Qtel has provided a dedicated hotline for Hala Blackberry service inquiries and complaints on 44249033.

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