Public Consultation Details

The Telecommunications Regulatory Authority invites all interested stakeholders to participate in a public consultation on the proposed amendments to the Regulation Governing the Rights of Telecom Services Beneficiaries. The proposed amendments aim to review and update the regulatory framework to ensure the protection of beneficiaries’ rights and to enhance transparency and fairness in the provision of telecom services in the Sultanate of Oman.

This initiative falls within the regulatory powers granted to the Authority under the Telecommunications Regulatory Act. It also aligns national legislation with international regulatory best practices, taking into account the rapid developments in the telecom sector, ongoing digital transformation, and the diversification of telecom services and products.

• Updating the regulatory framework to ensure the protection of beneficiaries’ rights and the quality of services provided.
• Promoting transparency and clarity in the relationship between service providers and beneficiaries.
• Enhancing mechanisms for handling complaints and resolving disputes in a fair and timely manner.
• Enabling beneficiaries to express their views on their rights and obligations stipulated in the Regulation.

The consultation focuses on the proposed amendments to the Regulation Governing the Rights of Telecom Services Beneficiaries 2026 and covers several key areas, including:

• Defining the rights and obligations of beneficiaries and service providers at different stages of service provision.
• Expanding the scope of the Regulation to include authorized persons and defining their regulatory obligations.
• Enhancing procedures for handling complaints and disputes between beneficiaries and service providers.
• Expanding the scope of the Center Services Chapter to focus on beneficiary experience, ensuring comprehensive regulatory treatment rather than limiting it solely to Call Center services.
• Adding a new chapter regulating the use of artificial intelligence technologies.
• Regulating provisions related to service termination, compensation, and refunds to ensure fairness for beneficiaries.

Responses may be submitted via the electronic questionnaire at the link below.

Responses and feedback on the Public Consultation Document should be submitted within four (4) weeks from the date of publication.

Responses may be submitted through the online survey available at the link provided below:

Consultation Name	Survey Link
Public Consultation on the Amendment of the Regulation Governing the Rights of Telecom Services Beneficiaries	Click here