When a service provider does not answer, or answers unconvincingly, the other party is not the court but the body that licensed them. The Communication and Information Technology Regulatory Authority regulates the sector, takes user complaints directly, and publishes its contact channels on its site.
The channels, as the authority publishes them
- Phone: 125
- WhatsApp: 22330125
- Email: cs@citra.gov.kw
- The e-services portal on the authority’s website
What a complaint can be about
The consumer affairs protection page names two explicit grounds: failure to comply with contract terms, and internet speed not matching the contract. Alongside them sits a broader mandate to handle disputes between users and companies.
Note the word that recurs in both grounds: the contract. A complaint is not measured against what you expected but against what you signed. So the first step before calling is to know the speed written into your plan, then measure what actually reaches you, then complain about the gap between them. A complaint with no written figure behind it is a complaint with no footing.
What the authority does before you complain at all
The authority says it reviews the contracts between service providers and consumers to check they conform to its regulations and to local law. It sets performance indicators for the quality of mobile and fixed services, and publishes reports of the monitored results for licensed companies on a regular basis. Those reports are where you compare one provider with another before switching.
Moving with the same number
Number portability is a service the authority states outright: a subscriber moves between providers and keeps their original number. Which means the number does not tie you to the company, and that is a more practical weapon in a user’s hands than the complaint itself.
And why your device might get stuck at customs
The authority also runs the type approval system: identifying and registering the devices that may be used in Kuwait without causing radio interference or harm to networks. Obtaining approval, according to the authority, eases customs clearance for devices, regulates their import and sale, and includes verifying that the manufacturer or supplier is itself accredited with it. A device you buy outside Kuwait does not go through that route.
What the page does not specify
There is no published response time for a complaint, and no description of its stages after submission. Ask for the complaint number when you file it, and keep it, because it is the only thing you can follow up with.
Source: the Communication and Information Technology Regulatory Authority, the consumer affairs protection and complaints pages.
Photo: Kuwait City from the sea, March 2018. By Francisco Anzola, CC BY 2.0 via Wikimedia Commons.
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