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Consumer Affairs Unit

In line with its key objectives MACRA promotes consumer awareness and protect the interests and rights of consumers through an effective regulatory and licensing framework. MACRA derives its mandates on consumer protection and public education from the Communications Act and the Electronic Transactions and Cyber Security Act as follows:

  • To promote the interests of consumers and operators as regards the quality of communications services and equipment.
  • To receive and investigate complaints relating to communications services and take necessary action upon them.
  • Implement public educational programmes, including the safer use of internet.

The Consumer Affairs Unit is established under the Directorate of Legal Affairs. The office undertakes Consumer education and protection activities of the Authority. The overall goal of MACRA’s Consumer Affairs Unit is to position the consumer to play an active role in the communications sector development through consumer protection and awareness. Its functions include

Monitoring and enforcing Consumer Regulations

Managing an effective consumer complaint redress mechanism

Conducting consumer awareness and education programmes

Strengthening dialogue among stakeholders in the sector

Conducting consumer research

Promoting ICT Usage