Consumer Complaints

The beneficiary is entitled to escalate their complaint to the authority after the expiration of the regulatory period granted to the service provider for addressing the complaint (5 working days) without responding to it or closing it without processing it. This should be done within a period not exceeding 60 days from the date of the complaint's closure by the service provider or the expiration of the regulatory deadline granted to them

After reviewing with the service provider and if you are dissatisfied with the response, or if you do not receive a response within five working days, you can escalate your complaint to the authority by following these steps:
- Through the authority's website using the complaint submission platform at the following link: https://www.tra.gov.om/ConsumerComplaiSteps.jsp
- You can also contact the authority's call center through the toll-free number 1000, WhatsApp at 24222222, or via email at [email protected] during official working hours.

No, submitting complaints to the authority is free through the call center (1000), as the authority prioritizes the care and protection of the beneficiaries' interests.

Licensed companies are the ones that provide their services directly to the public. Therefore, communication service providers in the Sultanate are required to offer high-quality service to their customers and work towards resolving complaints initially within a reasonable and acceptable timeframe for both parties. However, the beneficiary can directly contact the authority and file a complaint if they face a complete interruption in communication service without a clear reason, cases of privacy breaches and data disclosure, or if they belong to the category of persons with disabilities.

The authority can issue instructions to the service provider to waive financial amounts as a settlement for a complaint or to impose obligations. However, the authority does not have the power to grant compensations beyond the eligible amount or damages suffered by the beneficiary as a result. The beneficiary can address the relevant authorities regarding this matter

• A clear description of the complaint you encountered and your requests regarding it.
• The reference number provided by your service provider for the complaint.
• Your contact information and the dispute's reference number.

You have the right to request that. You must send an official request to the service provider you are dealing with through the call center, customer service centers, or their various channels for receiving complaints, such as social media channels. If they fail to provide you with the necessary support within five working days, you can escalate the complaint directly to the Telecommunications Regulatory Authority

The licensed entity must allocate a unified contact number for the beneficiary to stop all commercial or promotional messages through a single request. If the messages persist, the beneficiary has the right to file a complaint with the authority.

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• Try the Choose Your Package platform through the following link: Oman Comparison Tool
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