Article 8, Paragraph 18 of the Telecommunications Regulatory Act requires the Authority to “investigate the complaints filed by the beneficiaries or licensees or any other person, and take necessary measures in that regard”

As per Article (27) of the Telecommunications Regulatory Act, the Licensees shall undertake to prepare regulations establishing the procedures for dealing with complaints filed by the beneficiaries in relation to providing telecommunications services or the operation of telecommunications system. The Authority shall determine the method to be followed in the publication or perusal of the regulations. Further, TRA has the right to review and amend these regulations if deemed necessary.

In order to fulfill the above mentioned functions, the TRA has laid down procedure to handle complaints of the customers. Broad outline of the procedure is given as under for information of the users of the telecommunications services:

1. Any customer, who has a complaint against its telecommunications service provider, has to lodge its complaint to the service provider in the first instance.

2. The Service provider is obliged to redress the complaint within15 days.

3. In case the Service Provider fails to resolve the complaint within the time frame or the complainant is not satisfied with the resolution, he/she can lodge complaint with the TRA in writing through letter or e-mail to be sent at the address given below with all the relevant correspondence exchanged with the service provider.

4. The complaint shall not be entertained unless it fulfills the following conditions:

   • The complainant has to be a person, who has a contract with the service provider / licensee.

   • The complainant has to prove that the Complaint was lodged with the Licensee/service provider in the first instance prior to lodging it with the TRA.

   • The complaint should be clear and provide sufficient detail and information regarding the grievance/matter of dispute.

5. The TRA will acknowledge receipt of the complaint and will investigate to find out the facts. TRA will try to resolve the complaint within the shortest possible time.

6. The routine matters, which does not require collection of old record or testing and checking of network facilities, would be resolved within 30 days. Other complaints involving detailed examination may take longer time for which the TRA would inform the complainant.
   
   Address to Lodge Complaints with TRA:
   Telecommunication Regulatory Authority,
   P.O. Box: 579, Ruwi, Postal Code 112,
   Sultanate of Oman.
   Tel: 24574332, 24574300
   fax: 24565464
   E-mail: consumer@tra.gov.om