General FAQ

Who is the TRA? How was it Established? The TRA is an independent public authority established under Federal Law by Decree No. 3 of 2003, to oversee the telecommunications sector and all Licensees of the UAE. What is the Role of the TRA in the UAE? The TRA role is to create an optimal enabling environment in which the UAE Information and Communication Technology (ICT) sector will emerge as a leader in the global market place. It works to support and enable the ICT sector in the UAE by safeguarding competition, providing fair access to the domestic infrastructure, and ensuring the optimal use of natural resources through the implementation of best practice in every area. What are the Powers and Functions of the TRA? The TRA is entrusted with a wide range of responsibilities related to the telecommunications and Information Technology Sector, both within and outside the UAE. It is also responsible for representing the UAE in various international forums, since it has been elected to the Council of the International Telecommunication Union (ITU) of the UN, and is a member in the Arab Regulators Network (AREGNET), the Arab Spectrum Management Group (ASMG) and the GCC Telecommunications Office. The TRA activities in the UAE may be summarized as follows: Overseeing the telecommunications sector and licensees to provide telecommunications services Monitoring competition in the telecom sector Approving telecom equipments Developing and implementing the National Numbering Plan, the National Spectrum Plan and the Number Portability Policy Coordinating issues related to radio frequency at the national, regional and international levels Managing the Internet Networks, including managing of the National Domain Name (.aeDA), the IP addresses assignments and managements, and producing the Internet Access Management (IAM) Managing radio frequency Issuing the required authorizations to use spectrum frequency and wireless equipments Issuing regulations and policies governing the importation, use and dealing of telecommunications equipments Developing the telecom and IT sector through launching initiatives aiming at serving the society at large and the sector in specific, such as the ICT Development Fund, the TRA Scholarship Program (Be’tha) and the National Computer Emergency Response Team (aeCERT) What are the Available Telecommunications Services in the UAE? The Internet through the Internet Service Providers (ISPs) Fixed Line telephony with local, national and International access Global System for Mobile communications (GSM) with national, roaming and International access Satellite communications services Spectrum Frequencies Why Introduce Competition? Competition is the drive for development, where it leads to higher quality of services, lower prices and the adoption of latest technologies. It is a race that pumps innovation and progress into the veins of the sector. Why MUST the Telecommunications Sector be Regulated?  With competition, regulation becomes a must. All market oriented companies and corporations pursue profit, where money cartels may be formed to drive competitors away and lead to monopoly; or may reach an understanding for one party to focus on one service while the other focuses on another, and hence, harm competition in the core. The regulator focuses on protecting competition rather than the competitor, where it issues regulations and policies that organize the process of competition and the market dynamics to ensure the survival of competition facing money cartels and illegal cooperation. Without a regulated sector, the purpose of competition will seize to exist. Who are the Telecommunications Licensees in the UAE? The telecommunications licensees are the following: The Emirates Telecommunications Corporation – Etisalat Emirates Integrated Telecommunication Company PJSC – du What is ICT? ICT stands for Information and Communication Technology. ICT covers all services and tools related to telecommunications, communications, Information Technology, Internet, cyberspace, radio and TV, spectrum, computers, etc. By the last quarter of the 20th Century, ICT started to take more space in the day-to-day life and national norms within mankind societies; now, however, ICT has become the basic nerve of the dynamics of human societies.

Consumer Affairs

What type of complaints does the TRA receive? The TRA receives 2 types of complaints: A complaint where a customer expresses dissatisfaction with the services provided directly by the Telecommunication Regulatory Authority, such as spectrum allocation, type approval, etc.  A complaint where a customer expresses dissatisfaction with a telecommunication service directly provided by his/her telecommunication service provider “Etisalat” or “Du”. What should I do if I have a complaint about telecommunication services provided directly by “Etisalat” or “Du”? You should discuss the issue with your service provider and you have the right to file a complaint. Your service provider is obliged to acknowledge receipt of your complaint, give you a reference number, investigate the matter within a reasonable period, and let you know the result in writing. How do I escalate my complaint about my provider of telecommunication services to the TRA? After submitting your complaint and receiving the results from your service provider; if the outcome is unsatisfactory, then you may send your complaint in a written format to the TRA, either by post/fax or electronically through completing the form on the TRA website. Please include the below listed information Your contact details (full name, postal address, telephone/mobile number and, if applicable, fax number and email address.). Copy of your personal identification or passport. Written letter, either Arabic or English, describing the complaint in details. Assigned complaint reference number and relevant customer account number obtained from your service provider. Copies of all written correspondence from your service provider and any relevant supporting documents including the final decision. If applicable, written authorization or power of attorney letter. Addressed to: Service Center Corporate Communications Affairs Telecommunications Regulatory Authority P.O.Box: 26662, Abu Dhabi, UAE Tel: +971 2 626 9999 Fax: +971 2 611 8240 What is the next step? The TRA will acknowledge the receipt of your complaint and investigate the matter. The TRA will notify you the results of your complaint upon completion of its investigation.

VoIP

The Voice over IP (VoIP) Services has many regulatory aspects that are unknown to the UAE community. The TRA has published a VoIP policy earlier, hence, the TRA has also compiled the below frequently asked questions on the above subject to elaborate on the VoIP regulatory issues for clarity.   Who can provide VoIP Services in the UAE?   Only the Licensees (Etisalat and DU) can provide VoIP Services to the users in the UAE.   Which types of VoIP communication is considered illegal in the UAE?   The following VoIP communications are considered illegal:   Any call initiated from a PC and terminated at a Landline (in the UAE or everywhere) and/or Mobile such as MSN Credit, Skype-Out, etc. The use of IP Handsets through Internet Access to make national and international calls such as Net2Phone, etc. The use of websites that act as a trigger in initiating calls such as jajah, etc. The use of VoIP Gateways and use of VoIP Services in connecting the Office in the UAE to an office outside the UAE boundaries.   A company has a private network and intends to use VoIP for internal communications of its network, is this allowed?   Yes, any entity in the UAE can implement a VoIP infrastructure for its internal communications. For any external communications entities shall use their Licensee’s services (Etisalat and/or Du). External Communications means any outgoing International calls or any destination that is not on your own internal network.   A company has a private network and intends to use VoIP for the internal communications between its branches in the UAE, is this allowed?   Yes, any entity in the UAE can implement a VoIP infrastructure for its internal communications between its multiple branches in the UAE. For any external communications entities shall use their Licensee’s services Etisalat and/or Du).   A company has a private network and intends to use VoIP for the internal communications between its branch in the UAE and a branch in New York, is this allowed?   No, private networks cannot utilize the VoIP infrastructure for any internal communication between its office in the UAE and an office outside the UAE.   How can I use a VoIP Service in the UAE?   Users in the UAE may approach the Licensees (Etisalat and/or Du) to enquire about the available VoIP Service.   Is PC to PC allowed in the UAE?   Yes. As per the TRA regulation PC to PC is legal and can be used.   Can I use the VoIP Service to make International Calls?   No. As per the current TRA VoIP Policy, making international calls is considered illegal.   If you have more convcerns, please visit the : Suggestions & Complaints Link

Type Approval

1. What is Type Approval? Type Approval is the requirement of a radio equipment and telecommunications terminal equipment (RTTE) to comply with relevant technical specifications and to be registered with the TRA before it can be supplied in the UAE. 2. Why Type Approval? Type Approval was introduced by the TRA for the purpose of registering and approving radio and telecommunications terminal equipment that may be used in the UAE. It was designed to facilitate easy access to the market, the variety of equipment choices for the consumer, and to maintain consumer rights of the safety of the equipment. 3. What are the Equipments subject to registration? In general, all telecommunications terminal equipment connected to a public network and all radio equipment must be registered with The TRA before it can be supplied in the UAE. TRA publishes technical specifications for the equipment concerned. If there is not an applicable technical specification then The TRA will decide, on a case-by-case basis, whether the equipment concerned may be registered. The TRA reserves the right to exclude or prohibit any equipment. 4. Who can apply for registration of the Telecommunication Equipment? An application for registration must be made by a manufacturer, importer or dealer who is registered with the TRA. 5. How to apply for the Telecommunication Equipment Registration? An application to register equipment must be made on the official application form which is available in the TRA website: http://www.tra.gov.ae or by visit any TRA offices. 6. Are there any charges for the Telecommunication Equipment Registration? Yes, there are charges for Telecommunication Equipment Registration in the TRA and the details are available in the application form in the TRA website: http://www.tra.gov.ae or visit any TRA offices.

Spectrum Affairs

1. What is Frequency Spectrum Authorization? It is a written approval by the TRA for the use of the portion of the frequency spectrum under the following specified technical conditions: At the specified location. Within the given number of equipments. Used by the authorized user only. The validity period specified on the authorization. Usage strictly within the terms and conditions printed on the reverse side of the authorization. 2. What is the National Spectrum Plan? It is the spectrum regulatory policy that aims at enhancing the spectrum efficiency and usage, where the TRA assigns the frequencies to all organizations and entities, whether government or non-government, civil or military, along with individuals, in accordance with the National Spectrum Plan. This plan may be downloaded from the TRA web site http://www.tra.gov.ae/spectrum_affairs.php. 3. What are the Procedures for applying to obtain a frequency spectrum Authorization? The applicant may apply online through the TRA website through following the steps mentioned below: Visit the TRA website and apply online http://www.tra.gov.ae/spectrum_affairs.php Entre username and password in the TRA webpage. Select the application form relevant to the service requested. In case of new applicant please fill the application for username available in the TRA website http://www.tra.gov.ae/spectrum application forms.php. Tick on the appropriate box for the application status and enter the authorization number for cases of renewal, modification, or cancellation. Fill the application form and tick on the date and declaration statement. Attach the required documents as specified in the application form (technical brochures, passport copies, photograph, details on network, usage, copy of a valid commercial license, etc). Pay AED 500 as an application processing fee. Please read the details under “payments”. The application processing fee is required only for new applications and is non-refundable. New applications mean a fresh application for a different location, a different service, or a different user. Attach the deposit slip with the application form. Upon issuance of the authorization the TRA will send the original through courier to the applicant 4. Where to obtain the Application Forms? The application forms may be downloaded from the TRA web site http://www.tra.gov.ae/spectrum application forms.php,or collected from the TRA offices. The application forms are different for the different services, such as Aircraft, Ship, Small Boats, Amateurs; Fixed (point to point links), Earth Stations. VSAT, DSNG, Radars, Navigational Aids. Short Range Devices (Remotes, RFID, Bar Code Scanners, etc.) and Private Mobile Radio (Walki-Talkie and In-house Paging). For more information, you may contact the Spectrum & International Affairs Department of the TRA, on the following numbers: Phone: 02 6118400 Fax: 02 6118484/6118400 5. What are the Annual Spectrum Charges? These charges are based on the number of stations, such as authorizations for Aircrafts, Amateurs, Ships, Small Boats, Navigational Aids, DSNG, etc. For other authorizations, such as Fixed (point to point links) and private Mobile Radio (Walki-Talkie, In-house Paging), the charges are based on radiated power, spectrum bandwidth, number of frequency channels, frequency band, number of equipment, etc. Short Range Devices (Remotes, RFID, Bar Code Scanners, etc.) are not charged within the specified frequency bands (refer to the National Spectrum Plan) and their radiated power is less than 100 Milli Watts. In any case, the Spectrum Fees Policy is binding and shall be referred to. For more information, please refer to the Spectrum Fees Policy issued by the TRA, which is available on the TRA website http://www.tra.gov.ae/spectrum_affairs.php. 6. How is the issuance of Temporary Authorizations? The TRA issues temporary authorizations for periods from a single day up to ninety days.  7. Why Temporary Authorizations are given? This is to facilitate the demonstration of equipments, the testing or to meet short duration requirements. 8. How are the Payments of Fees? Payments may be done through the following methods: E-Dirham. The TRA bank account (cash, cheque or wire transfer), where the bank charges are to be borne by the applicant. You must write on the deposit slip the name of the organization for which the authorization will be issued, or the TRA invoice number. The authorization is issued only after the TRA Finance confirms the receipt of payment. 9. The TRA Bank Details: Account name  :  The General Authority for Regulating the Telecommunications Sector (TRA) Account No     :  1950000117 Bank                :  National Bank of Abu Dhabi                           P.O.Box 7644                           Batin Branch, Abu Dhabi, UAE Swift Code      :   NBADAEAABAT   10. How to Inquire on the Status of the Authorization? The TRA will contact the applicant to inform him of the statues of his Authorization. The applicant may also contact the TRA on the following details: P.O.Box:   26662 Phone:  611840002 Fax: 6118484/6118400 02 E-mail: spectrum@tra.ae

Licensing

1. What type of Telecommunications Licenses does the TRA issue? The TRA can issue either Individual Licenses or Class Licences. Individual Licences will be issued for services which require the usage of scarce resources of spectrum and numbers. Individual Licences will be issued for a period of 10 years. Class Licences will be issued where there is no need to use scarce resources of spectrum and numbers and where due to the insignificance of the activity to the public, less regulatory supervision is required. Class Licences will be issued for a period of 10 years. 2. Who can apply for a Licence? An entity shall be eligible for an individual or Class Licence if it is A company incorporated under the Commercial Companies Law (Federal Law No. 8 of 1984) and pursuant to Article 28 of the Federal Law by Decree No. (3) of 2003, Regarding the Organisation of the Telecommunications Sector and its amendments or any legal person approved by the Board of the Authority; and A company whose shareholding complies with the resolution in which the particular Regulated Activity has been approved to be licensed 3. How can I apply for a Licence The TRA requires all applicants for Individual and Class Licences to provide it with relevant information. This includes information regarding their management and shareholding structures; their business operations, including the type of networks and services they intend to provide; funding sources for these business operations.

aeCERT

1. What is aeCERT? aeCERT, the United Arab Emirates Computer Emergency Response Team, is the cyber security coordination center in the UAE. It was established by the Telecommunications Regulatory Authority (TRA) as an initiative to facilitate the detection, prevention and response to cyber security incidents on the Internet. 2. What does aeCERT provide? The services provided to aeCERT’s constituents are categorized into four categories including Communication, Advisory & Education, Research & Analysis and Monitoring & Response. A detailed Service Catalog will be served to a constituent upon the finalization of its on-boarding process. 3. How can we partner or register with aeCERT? An entity that joins the constituency base of aeCERT is called a Constituent. An introductory meeting with the aeCERT is initiated to start the registration process of an entity. The first meeting aims to introduce the aeCERT’s mission, vision, goals, and services. After the initial meeting, a mutual Memorandum of Understanding (MoU) and a Non-Disclosure Agreement (NDA) will be agreed upon and signed by the authorized signatory of the constituent. Once the constituent satisfies the agreed upon pre-requisites of the MoU; a welcome pack will be sent to the constituent, which includes all the collateral material to initiate the journey with aeCERT. 4. How can we apply to aeCERT "recruitment"? Interested individuals in applying for a job with the aeCERT may send their information via info@aecert.ae 5. How can aeCERT help us build our own CSIRT? One of aeCERT’s goals is to foster the establishment, provide assistance, and offer best practices, methodologies, technologies as well as the collective experience of its members to, sector-based Computer Security Incidents Response Teams (CSIRTs). 6. Is aeCERT an independent company?  No, aeCERT is one of the UAE Telecommunications Regulatory Authority (TRA) initiatives. 7. Does aeCERT provide security courses and training? The aeCERT plans to provide a number of workshops, which will incorporate a multitude of information security professionals from within aeCERT and from other contributing parties within the UAE.  The workshops will cover a range of topics that will vary depending on the most prominent cyber predicaments worldwide, that coincide with the timing of the workshop itself; to advice the participants of the current issues they might face and help them avoid being victimized. 8. Will aeCERT charge for its services? aeCERT is a non-for-profit organization.

.aeDA

1. What is .ae Domain administration (.aeDA)? The .aeDA was established in 2007 by the TRA as a department. It is the Regulatory Body and Registry Operator for the .ae domain name.   The .aeDA is responsible for the setting and enforcement of all policy with regard to the operation of the .ae ccTLD as well as overseeing the operation of the Registry System. 2. What is .aeDA’s role? Develop and execute policy Grow, develop and market the .ae namespace Accredit and manage .ae Registrars Educate the public, delivering and promoting the .ae domain name Facilitate the .ae Dispute Resolution Policy Represent .ae at International Forums As the .aeDA has been formed by the TRA, a federal government department, the .aeDA will continually strive to maintain best practice for the administration of the .ae ccTLD and will administer the .ae domain in a fair and transparent manner. 3. What is the .ae Domain Industry framework? .ae Registry-Registrar Model The roles of the stakeholders are as follows: Regulatory Body – .aeDA The organization vetted with the responsibility of operating the ccTLD for the benefit of all stakeholders. Registry Operator – .aeDA Has the exclusive responsibly for maintenance of a centralized Registry for its particular TLD. The Regulatory Body and Registry Operator in some instances may be separate organizations, however in the case of the .ae ccTLD, the .aeDA will assume both roles. Accredited Registrars A person or entity that, via a contract with the Registry provides front-end registration services to Registrants. These services from the public interface to Registry services. Resellers Some Registrars use Resellers to provide customer sales and services. Resellers buy domain names and manage domain name records for their customers through an interface with their Registrar. Resellers do not have direct access to the Registry.  Registrants The individual or organization that registers a specific domain name. This individual or organization holds the right to use that specific domain name for a specified period of time, provided certain conditions are met and the registration fees are paid. This person or organization is the "legal entity" bound by the terms of the relevant service agreement with the Registry operator for the TLD in question. 4. What is a domain name? A domain name is a name you can use to define your unique presence on the internet – for example aeda.ae. In the same way that your street address enables anyone in the world to send a letter to your house or office. Your domain name is a way by which people can find your website and/or mailbox, if you have them.            5. What kind of .ae domain name can I get? The .ae domain is sub divided into a number of ‘levels’ or ‘zones’. Registration is as follows: Registration is possible at the second level under .ae  - for example, mydomain.ae. Registration is also possible at the third level which are .co.ae .net.ae .gov.ae .org.ae .sch.ae .ac.ae .mil.ae For more information please refer to Domain name Eligibility Policy On http://www.aeda.ae policy page 6. How can I register .ae Domain Name? To register your domain name with a .ae registrar. You’ll find a list of accredited .ae registrars in the www.aeda.ae site. Choose one of them after reviewing their services.