Qtel introduces first-ever customer charter

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.

"Qtel has always tried to listen to our customers, and in 2008 we began the most significant piece of customer research in our company's history. One area of feedback was very clear to us - people wanted to see improvements in the level of customer service,"

said Waleed Al Sayed, Executive Director, Customer Services, Qtel.

"For this reason, Qtel has launched a series of major improvements and enhancements in recent months, to ensure that we deliver the best possible experience for all our customers. To support these efforts, we have launched our Customer Charter, which outlines our commitments to our customers clearly and transparently," he added.

Qtel's research initiative also highlighted that customer's were not clear about the company's complaint's process. The Charter covers the various options customers have to raise a query by phone, e-mail or in person at a Qtel Shop and outlines what the company will do to resolve issues.

"Qtel has significant heritage in the Qatari market. However, we are continuously striving to find ways to delight our growing customer base and our Charter clearly highlights the necessary measures for improving and achieving this goal," said Al Sayed.

"Our Charter will be reviewed and amended regularly, to ensure it continues to reflect the wishes of the people of Qatar, and also that we are delivering world-class standards of service," he concluded.