What has the TRA done to promote & preserve consumer interests in the UAE telecommunication Industry?

The TRA has been empowered by Federal Law by Decree No. (3) of 2003, and its amendments, to oversee the telecommunications sector in the United Arab Emirates (UAE).  As part of the TRA’s role to promote and preserve consumer interests, the TRA has established a number of consumer oriented regulations for all telecommunication service providers in the UAE.
The following consumer protection regulation can be found on the TRA’s website (www.tra.gov.ae):

• Consumer Complaint & Dispute Policy & Procedure
• Price Transparency Policy
• Privacy of Consumer Information Policy
• Consumer Directory Information Regulatory Policy
• Marketing Communication & Practices Regulatory Policy
• Quality of Service Regulatory Policy

The TRA has also instructed the UAE Telecommunication Service Providers to publish a Code of Practice on their websites and make them readily available in their business centers. The Code of Practice enables customers to be aware of important services with regard to consumer interests such as billing method & cycle, cancellation and restoration of service policies, handling of complaints, etc.

How do consumers benefit from the work of the TRA?

The TRA is committed to bringing about a competitive market for telecommunications.  This will result in consumer benefits such as lower prices, higher quality of service and a wider choice of new services.  Part of the TRA’s mission is:

To enhance the quality of services offered, to raise public awareness, and protect the consumer interest.  The full mission statement can be viewed at:  http://www.tra.gov.ae/vision_mission_values.php.

What are the choices I have for Mobile Service Providers?

There are 2 Mobile Network Service Providers in UAE, these are Etisalat and du. You may approach either service provider directly for details about theirs services and choose the one which best suits your needs.

Etisalat:        www.etisalat.ae
du:                www.du.ae

Does the TRA impose any Universal Service Obligation on Etisalat and/or du?

The UAE does not have a specific Universal Service Obligation (USO). However, the cost of basic fixed line telephony, and in particular line rental fees and local call charges are very low when benchmarked against other countries.

What are the TRA’s expectations on the introduction of new services to maintain consumer loyalty?

The TRA expects that as competition intensifies in the UAE, the telecommunications service providers will continue to add innovative, world-class service offerings and packages designed for their customer’s needs.

What is the TRA’s opinion regarding the selling of telephone numbers?

The sale of telephone numbers is unlawful in the UAE.  No person, whether a Licensees or a phone shop is allowed to sell telephone numbers.  The TRA has intervened in the past to prevent incidents of such behavior.

3G mobile broadband charges in the UAE are high compared to other operators? What is the TRA’s opinion?

3G mobile broadband service is a competitive service in the UAE provided by both Etisalat and du. The TRA expects that with the continuing competition, mobile broadband service prices will experience the same downtrend as has been seen in mobile & fixed network voice services.

Who decides promotions offered by the Etisalat & Du to different target market?

The UAE telecommunication service providers’ design their own service packages, marketing promotions and target market independent of the TRA.

Do you set retail prices for the telecommunication services in the UAE? Why are Internet prices high?

The TRA does not set retail prices for telecommunication services in the UAE. It asses prices submitted by licensed operators and approves those prices which are competitive.

The TRA does not request any licensed telecommunication service providers in the UAE to increase their internet prices.

Where can I find or obtain telecommunications statistics for the UAE?

For a full range of telecommunications statistics in the UAE, please refer to the “ICT in the UAE” tab on the TRA’s web site:-  http://www.tra.gov.ae/ict_in_uae.php

Are radio frequency signals from the mobile base stations erected close to my home/ school campus damaging to health?

Current research being conducted by international organisation such as world health organisation (WHO) suggests that there is no direct effect on health due to exposure to Radio Frequency signals from mobile stations. Referring to WHO’s fact sheet the following is mentioned:
“Considering the very low exposure levels and research results collected to date, there is no convincing scientific evidence that the weak RF signals from base stations and wireless networks cause adverse health effects.”

Hence, it can be concluded that if the RF signals from base stations are within the international guidelines limits (ICNIRP) then they will not cause any adverse health effects.  The TRA conducted a survey of sites near schools, hospitals and residential areas in 2008 and all of the results of these surveys were below 0.4% of the INCIRP limits. 

What should a consumer do before you subscribe to a service?

The TRA obliges all telecommunications service providers to provide clear information regarding the terms and conditions, especially tariff details, for their services.  Before signing a service contract, you should carefully read all of the information regarding the tariffs and other terms and conditions of the service you wish to subscribe to.  In addition, ask the salesperson any questions that you may have in order to learn more about the service.  Do not sign a service contract if the service provider has not provided you with the terms and conditions.

Can my Service Provider increase the price of the service provided during the contracted period?

Your service provider may wish to increase the price of its service. However, according to the TRA’s Price Transparency Policy, your Telecommunication Service Provider may do so but it must notify you at least 28 calendar days prior to the price increase and must offer you the opportunity to terminate your contract without penalties.

How are my calls charged?

Some Telecommunication Service Providers may charge per minute, and others may charge per second. The consumer, is advised to check this with the service provider prior to entering into any service contract.

How can I minimise my charges?

You can minimise your charges by selecting a suitable package or plan that most ideally suits your needs and meets your budget. Look up the various plans available with different Telecommunication Service Providers and make the appropriate selection.

What is a minimum contract period?

Some telecommunications service providers have a minimum contract period for certain services.  If you enter a service contract with the service provider and you wish to cancel the contract before the end of the minimum contract period, you may have to pay a penalty to the service provider.  Consumers are advised to always check whether a service has minimum contract period and if so, the terms and conditions relating the contract period.  You should make sure that you understand what penalties, if any, are payable in the event that you wish to exist the contract before the end of the minimum period.  Do not enter a service contract if you are not happy with the minimum contract period with any early exist penalties that might apply.

Can I use my mobile abroad?

Yes, international roaming services are available to subscribers to both pre-paid and post-paid services. However, before your departure you should contact your telecommunications service provider either via its website or its Customer Service Centre to check on the availability and cost of roaming services at your destination.

How can I minimise my roaming charges?

The country that you visit may have more than one mobile network and roaming charges may vary between those networks.  Before travelling check your telecommunications service provider’s website or contact the Customer Service Centre to find out which network has the lowest roaming charges in the country that you are visiting. Upon arrival at your destination, you should set you phone to manual network selection and be sure to select the network with the lowest roaming charges.  You should receive an SMS from your telecommunications service provider advising you of roaming charges for receiving a call, making a local call and making a call back to UAE.

How can I top-up my prepaid mobile account while roaming?

Before your departure, you must consult your mobile service provider’s customer care centre or visit their website to obtain the relevant information.

What measures have the TRA taken with respect to promoting price transparency?

The TRA has issued its Price Transparency Policy. This Regulatory Policy is in line with international best practices, and obliges licensees to provide consumers with clear, accurate and complete price information that is easily accessible and free of charge. It also aims to prevent consumer confusion over complex price structures.

How are calls to emergency services billed?

Calls made to emergency services are free of charge from any phone line.

What type of complaints does the TRA receive?

The TRA receives 2 types of complaints:

• Complaints expressing dissatisfaction with the services provided directly by the Telecommunication Regulatory Authority, such as spectrum allocation, type approval, etc. 

• Complaints expressing dissatisfaction with a telecommunication service provided by the telecommunication service providers: “Etisalat” or “Du”.

What should I do if I have a complaint about the telecommunications services provided directly by “Etisalat” or “Du”?

• You have the right to file a complaint.  In the first instance, you should discuss the issue with your telecommunications service provider.
• 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 to the TRA?

After submitting your complaint and receiving the results from your telecommunications 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:-  http://www.tra.gov.ae/complaints_system.php
Please include the following information

• Your contact details (full name, address, telephone/mobile number and, if applicable, fax number and email address.).
• Copy of your UAE National ID Card, or passport.
• A written description of the complaint
• The complaint reference number  and the relevant customer account number (both assigned by your service provider).
• Copies of all written correspondence from your service provider and any relevant supporting documents including the final decision.
• If applicable, written authorisation or power of attorney letter.

Complaints can be prepared in Arabic or English and submitted to:

What is the TRA’s next step?

The TRA will acknowledge the receipt of your complaint and investigate the matter. The TRA will notify you of the results upon completion of its investigation.

Does the TRA have a Service Centre?

The TRA has established Service Centre to process various types of public communication such as Inquiries, suggestions & complaints.

What issues can customers complain about?

Your complaint can be related to the services provided by your telecommunication service provider and/or the related network infrastructure. The nature of the complaints may include but are not limited to the following:-

• Provision of Service

(i.e. Activation / Restoration / Closure / Up-grades/ Down-grades, etc)

• Quality of Service

(i.e. Disruption / Faults in service, Poor QoS, Unreliable service, etc)

• Matters related to Billing

(i.e. Overcharging, Unjustified deductions / Tariffs, Disconnections of service, etc)

• Poor Customer Services in terms of handling Consumer Complaints

(i.e. Refusal to assist, ignored consumer complaint etc)

• Misleading Marketing Communication and Practices

(Misleading advertisement, hiding facts about service and tariffs etc)

• Coverage
• Issues related to Operators infrastructure.
• Value Added Services

(i.e. GPRS, Packages, etc)

• Contracts

(i.e. non-fulfilment of contract terms,  unclear terms, etc)

• Any other complaints regarding the provision of telecommunications services in the UAE.

Is my personal information protected while raising a complaint to the TRA?

Personal information provided to the TRA is protected and only used for the purpose of investigating your complaint with the concerned service provider. Please note that the TRA may forward copies of your complaint letter and all of the attached documents to the relevant service provider whilst the TRA is investigating the nature of your complaint.  The TRA requires that the service providers protect your personal information.

Can I complain to the TRA about Licensee’s International Affiliates?

No, In this case you will have to complain to the Telecommunication Regulatory body in that specific country.

Can I complain to the TRA about the behaviour of the Licensees employees?

No. This a matter that you should take up directly with the service provider concerned.

What can I do about false and misleading ads?

If you encounter a confusing or misleading advertisement relating to telecommunications services, you should:

• File your complaint with your telecommunication service provider, your service provider should in return provide you with a complaint reference number, and investigate your complaint.
• After receiving the final result, and if the outcome is unsatisfactory, then you may escalate your complaint to the TRA.

What measures have the TRA taken to safeguard consumers from misleading marketing communications and practices?

The TRA has issued its Marketing Communication and Practices Regulatory Policy which is designed to promote high standards of ethics, responsibility and good practice in marketing communications by the telecommunications service providers.  The Policy:

• Prohibits inappropriate content in advertising and marketing material.
• Assures consumers and the industry of ethical and responsible advertising and marketing practices.
• Enhances overall public confidence.
• Protects consumers’ interests.

Can I obtain an Etisalat number from du’s Directory Enquiry Service and vice-versa?

Yes. Etisalat and du are obliged to provide a consolidated and a unified Printed Directory (white pages) and Directory Enquiry Service to consumers.  This means that you do not have to consult multiple printed directories or to call specific Directory Enquiry Services of different service providers to obtain telephone numbers assigned by individual service providers.

Am I obliged to include my telephone number in the Printed Directory (White Pages) and Directory Enquiry Service? Is it chargeable?

Your telecommunications service provider is obliged to offer you the option to have your directory information published or not published.  Inclusion in the printed directory and/or directory enquiry service is free of charge.

How often am I entitled to have a Printed Directory (White pages)?

You are entitled to have a printed directory upon initial subscription and annually thereafter.

How can I get a copy of the Printed Directory (White pages)?

Your telecommunications service provider shall either deliver printed directories or notify you when they are available for pick up.

What measures has the TRA taken for consumers complaining about Mobile Coverage?

The TRA assigned toll-free numbers which may be used by consumers wishing to comment or complain about mobile coverage or quality of service.  These numbers are still active for consumers to lodge comments, enquiries and complaints about Mobile Coverage.
Etisalat 800111050 & du 800112233.

Why do some of the coverage complaints take such a long time to be resolved?

Investigation and resolution of coverage complaints can be a time consuming process due to the various processes to be undertaken by the service providers.  The TRA and the service providers take such complaints very seriously.

How can I prevent unauthorised disclosure of my personal information?

As per the TRA’s Privacy of Consumer Information Policy, the telecommunications service providers are obliged to take all reasonable measures to prevent unauthorised use or disclosure of consumer information.  Additionally, the private consumer information collected by the service provider should only be used for the purposes related to the provision of the service for which the information was provided and should not be disclosed to affiliates or other third parties not directly involved in the provision of the telecommunications services ordered by the consumer.

What do I do if my mobile and/or SIM card is stolen/lost?

Immediately contact your mobile service provider’s customer care centre to deactivate your stolen/lost SIM card in order to avoid any charges made by whoever has stolen/found your SIM and in order to issue a replacement SIM card.

How can I find out my rights and responsibilities with respect to my telecommunications operator/service provider?

You can find your rights and responsibilities in the Terms and Conditions related to the particular telecommunications service to which you subscribe. Therefore, please carefully read your terms and conditions. You may also find your rights and responsibilities in the Licensees’ Code of Practice booklet published on your Licensee’s website or you may enquire about them by visiting your service providers’ business centre or by calling the customer care number.

Has the TRA issued any regulations regarding the protection of consumer’s information from misuse by the service providers?

The TRA has issued its Consumer Privacy Policy. This Policy obliges licensees to protect consumer information from being sold, rented or given away to third parties.

What shall I do if my service provider disconnects my service?

If the disconnection is not due to any breach of the service contract from your side (e.g. non-payment of invoice), then you need to do the following:

• File your complaint with your service provider, your service provider should provide you with a complaint reference number, and investigate your complaint.
• After receiving the final result and if the outcome is unsatisfactory, then you may escalate your complaint to the TRA.

What is CPS?

“Carrier Pre-Selection (CPS) is a service from a fixed home or business telephone that allows you to select, in advance, an operator other than your current fixed line provider to carry your domestic and international calls without having to dial a prefix/code. Your fixed number and monthly line rental charge will remain unchanged.”

Who will benefit from this service?

The service will be made available by operators to all fixed line customers within the UAE whether individuals or businesses and regardless of the operators serving them with their fixed lines.

The prices/tariffs for making national or international calls offered by the UAE’s current fixed line operators du and Etisalat varies and are not necessary the same. Therefore it will be beneficial for customers to study the prices/tariffs offered by the two operators and select operators according to what is best suited for his or hers call usage.

Please refer to the updated websites for du and Etisalat.

How does the service work ?

Carrier Pre-Selection (CPS) is a service from a fixed home or business telephone that allows you to select, in advance, an operator other than your current fixed line provider to carry your domestic and international calls without having to dial a prefix/code. Your fixed number and monthly line rental charge will remain unchanged.

Therefore if your fixed line is provided by operator A but you would like to use operator B for some or all of you calls you will receive one invoice covering the line rental from operator A and one invoice from operator B covering your usage (charges for calls routed at operator B’s network).

In this case you will keep your existing fixed line and number with operator A and your calls will be routed to operators B’s network and be handled and charged by operator B. In this way you can benefit from offers developed by Operator B and still maintain your existing line, number and location.

is it a completely new service or is it an upgrade for an existing service?

CPS is an upgrade or development from Carrier Selection (CS) which is basically the same service with the exception that with CPS calls are automatically routed every time a customer dials a number where with CS the customer has to enter a five digit CS Access Code prior to each dialed number, so in comparison CPS is more convenient.

Is it available on both du and Etisalat networks?

Yes.

Would I still be able to make calls through my access line operator (physical line provider)”?

Yes you can, however this has to be done manually each time you dial a number that you want to be handled by your fixed line provider (not your CPS provider) by dialing an override code before dialing any number.

How will my relationship with my access line provider look like?

You would still keep your relationship with your access line provider and you will still receive a bill from him as well, however the bill will most probably be for your line rental only and any chargeable calls made using the override code of your access line provider.

Can I use it on my mobile?

No

What do I need to do in order to get the service?

You can contact the operator that you want to obtain the CPS service from and complete a CPS registration order with him and the operator will complete the process from there.

What should I do and who to complain to if I have any problems with the service?

Trouble shooting always depends on the problems you’re having, but in all cases your first course of action is to raise your complaint with your CPS provider. Your CPS provider will investigate your complaint, identify, the problem and will escalate it to your line provider if it requires doing so.

Your CPS provider will investigate your complaint within a reasonable period of time and communicate the result to you. After this, if you are not satisfied with the outcome of the investigation, you may refer your complaint to the TRA.

To escalate your complaint to the TRA, please follow the TRA’s guidelines for submitting complaints about Telecommunication Services. You can access the TRA’s guidelines via the following: http://www.tra.gov.ae/consumer_affairs.php

1. What is Voice over Internet Protocol (VoIP)?

The term "VoIP" is often used in different ways by different commentators for different purposes. Sometimes it is used to refer to a technology which enables transmission, receiving, delivering and routing of voice telecommunications over IP networks through packet switching (a "VoIP Technology"). At other times it is referred to a voice service (with or without video) offered over the Internet by a service provider or by self-provisioning (a "VoIP Service").

For the purpose of VoIP Regulatory Policy ver. 2.0, VoIP Services are defined as "All of the services and technologies that allow the transmitting, receiving, delivering and routing of voice telecommunications by means of Internet Protocol (IP)."

2. Does the TRA regulate VoIP? Is it considered a telecommunications service or Internet application?

VoIP Services are considered Telecommunications Services. Where those VoIP Services are offered to subscribers, then they are Regulated Activities as per the Federal Law by Decree (3) of 2003 (Telecom Law), which require a licence or an exemption. VoIP Services are regulated generally by the TRA Regulatory framework and specifically by VoIP Regulatory Policy ver.2.0 issued 30/December/2009. This Policy replaced the earlier version (ver.1, issued 26/December/2006).

3. What is the difference between this Policy and the previous version?

It has always been the case that the Licensees may use VoIP Technology for the provision of other types of services, such as standard IDD voice services.
The current Policy stipulates that the Licensees may offer a greater range of VoIP Services. The current Policy also exempts certain scenarios of VoIP Services (e.g. Closed Group Network).
The previous version restricted provisioning of VoIP Services (but not VoIP Technology) for international calls, while the current one allows Licensees to provide VoIP Services allowing users to connect to PSTN numbers in other countries.

4. Who can provide VoIP Services in the UAE? Are there any VoIP service providers other than Etisalat and du?

Currently only Licensees may provide VoIP Services in the UAE. This may be provided as either (1) end-to-end voice service (as in the traditional telephony); (2) as a "feature" on top of connectivity service for VoIP Services intended for internal communications; or (3) any other form that the Licensee wishes to provide. There are certain VoIP Services scenarios that the TRA does exempt.

5. What are the scenarios that the TRA exempts in term of provisioning of VoIP Services?

This Policy does not apply to the provision of VoIP Services exclusively over a Closed Group Network*, where:

• the relevant calls originate and terminate in the UAE; or
• where the Closed Group Network exists solely for a Public Interest Purpose**.

* Closed Group Network is a Telecommunication Network which is:

• operated exclusively for the benefit of Users of that network, which Users are either employed by or are a part of one entity or group of entities with a common ownership, or which Users are connected, related or associated with each other for a Public Interest Purpose beyond the mere exchange of telecommunications; and
• not interconnected with any other Closed Group Network or Public Telecommunication Network, in such a way so to allow real time voice communications to be carried between a User connected to or on the first network, and a User connected to or on a Public Telecommunication Network.

** A Public Interest Purpose is: An educational purpose, or purpose for the benefit of research or education at an academic institution within the UAE (which academic institution is recognised by the Federal Ministry of Education or the Ministry of Education of an individual Emirate), or for the sole benefit of one or more UAE federal or local governmental entities.

6. Does the TRA block VoIP Traffic running on the Internet or websites offering such VoIP services?

The TRA does not block VoIP traffic or protocols. However, as per the VoIP Policy ver. 2.0, the Licensees have the right to block illegal VoIP traffic If it is believed that legitimate traffic is being blocked, the customer may raise the issue with the Licensee directly.

7. Will the TRA regulate prices of VoIP services offered by Licensees?

The TRA regulates pricing of Telecommunications Services in general. Currently the TRA regulatory framework requires that the price of a new Telecommunications Service to be offered by a Licensee, or the change of price of any existing Telecommunication Service offered by a Licensee has to be approved by the TRA in advance.

8. Can Etisalat and du provide international VoIP? Are they required to do so? Do they require TRA approval to start offering VoIP Services?

Licensees may start offering VoIP Services (including international) immediately if all other regulatory requirements (which are applicable to all Telecommunication Services) are fulfilled.

9. When we should expect VoIP services from Etisalat and du?

There are no regulatory or legal barriers to the Licensees providing VoIP Services, nor is there any specific requirement for the Licensees to offer VoIP Services within a certain time frame. We suggest that specific questions about the timing or type of VoIP Service offerings be addressed to the Licensees. However, customers may expect that the Licensees will make their VoIP service offerings known to the public through their usual market launch processes.

10. What if Licensees did not offer any VoIP services after reasonable time? What is TRA´s position?

One of the TRA´s objectives is to "ensure that the Telecommunications Services provided throughout the State, are sufficient to satisfy the public demands of those who wish to make use of such services" (Article 13, Federal Law by Decree (3) of 2003 as amended).
The TRA will review market demand for services from time to time in order to ensure that demand is being is being met in a timely and responsive manner.

11. Should we expect the prices of VoIP services to be less costly than the current long-distance rates?

There are many factors to be taken into consideration in determining the cost of long-distance rates. In addition, international VoIP calls may take place in a variety of scenarios which will also influence the cost. There may be scenarios where international calls using VoIP Services may be more economical than current rates. However, specific questions in this regard should be directed to the Licensees.

12. Is there a market in the UAE for a low cost - low quality voice service?

Whether such demand exists and can be addressed is a matter for the Licensees, and specific questions in this regard should be directed to them.

13. Shouldn´t du and/or Etisalat join forces with companies such as Skype to offer a wider range of services to end users?

This is a commercial decision for the Licensees, and therefore this question should be directed to them. However, customers may expect that any decision of the Licensees to partner with such companies will be made known to the public through the usual processes.

1. Does the Policy cover Internet calls provided by third parties such as Skype? Can I use such software to call internationally?

Services for Internet calls provided by third parties fall within the scope of this Policy. As voice calls provided by Skype are considered to be a Regulated Activity, such services have to be provided by a Licensee. Hence it is illegal to use such software to make calls (e.g. Skype-out/Skype-in), unless this third party (e.g. Skype) is licensed by the TRA to provide such services or a Licensee provides the service in collaboration with this third party.

2. I have purchased software that enables Internet calls, and it works in the UAE. Does that mean it is legal to use such software in the UAE?

Unless this software is provided by a Licensee, it is very likely that it is illegal to use this software to make Internet calls. It is highly recommended that you contact your provider to ensure the legality of such software. If the service is not provided by a Licensee, the TRA urges you to not to use such software as:

• you are legally liable for such action, and
• the Licensees have the right to and most probably will block your illegal traffic.

3. I want to use numbers from outside the UAE to receive calls on my PC such as Skype-in service. Is that legal?

Refer to Q1 in this section, above.

4. Sometimes, when I access the website of a VoIP service provider, the website is blocked. Why is that? What are the requirements to unblock such websites?

The TRA does not block websites. However, the Licensees are required to block access to certain unacceptable content including unlicensed (and therefore illegal) VoIP Services. If you believe that a legitimate website is being blocked, you may raise the issue with the concerned Licensee directly.

5. Is it legal to use a "call-back" service whereby I can use a website to setup a call between two parties, one within the UAE and one outside the UAE, using VoIP?

As provisioning "call-back" services is considered to be a Regulated Activity, such services have to be provided by a Licensee. Hence it is illegal to use such services, unless the provider is licensed by the TRA to provide such services or a Licensee provides the service in collaboration with this provider.

6. Can I install a software application on my mobile phone (such as an iPhone) to use VoIP from Skype or other providers?

No. See Q1 and Q2 in this section, above.

7. If I use VoIP software to make international calls, are there any liabilities on me as a user?

Except where exempted as stated in the Policy, any person using VoIP Services which are not provided by a Licensee (even if not offering it to others for a fee), may be committing a criminal offence:

• if that person utilizes "another service" provided by a licensee (e.g. flat-rate internet access) to carry the VoIP international call; and
• the licensee providing that "other service" did not intend it (and therefore did not price it) to be used for the conveyance of VoIP.

1. We are an international company and we would like to connect our multiple offices around the world for private use. Can we do it using A) Internet; B) dedicated leased line from Etisalat or du; or C) MPLS or other managed networks?

In all cases, you must seek such services from a Licensee. In case of use of VoIP for Internal communications, you must ensure that your connectivity service (as in A, B or C) must be provided by a Licensee and that the Licensee has provided VoIP feature as part of its connectivity service offering.

2. We want to establish VoIP communication between our offices in the UAE with another company using VoIP. How can we do so in accordance with the Policy?

You must obtain the VoIP services from a Licensee in order to do this.

3. We require video conferencing between our branches inside and outside the UAE over A) Internet; B) dedicated data networks/MPLS; and C) ISDN calls. How can we provide this in accordance with the Policy?

For scenarios A and B, Video conferencing is considered to be similar to VoIP, as such, please refer to Q2 in this section, above. For scenario C, ISDN is not considered to be a VoIP service, and therefore the Policy requirements will not apply.

4. We have tried to use video conferencing. However it seems it does not work in the UAE. Why and how we can enable it?

Firstly, ensure that you have obtained this service from a Licensee and in case of establishing video conferencing over an IP network, then ensure that your connectivity service (Internet or otherwise) includes video conferencing feature. Secondly, if the video-conferencing still does not work, contact the Licensee to address the problem.

5. We wish to use VoIP in our local area network (LAN) to enable private communications within the same premises. Are there any legal restrictions on this, and do we need to obtain such services from Licensees?

No, the TRA does not regulate services provisioned exclusively within a Private Telecommunications Network. You are not required to obtain such service from a Licensee. Virtually established private networks (e.g. via Wide Area Network links or the Internet) are not considered Private Telecommunications Network. For definition of Private Telecommunications Network please refer to the Telecom Law.

6. The Licensee restricted our use of VoIP on our Internet connection. What is TRA´s position in regards to that? Can we seek TRA´s approval to lift such a restriction?

You must contract for VoIP services from the Licensee including those intended for internal use. If you have not obtained these services from the Licensee, the Licensee is entitled to block the VoIP services in accordance with the Policy.

7. A university in the UAE intends to use VoIP for educational purposes with A) its own branches within the UAE; B) its own branches inside and outside the UAE; or C) with another university outside the UAE. Does the Policy allow this and what are the requirements?

If your college/university:

• wishes to use VoIP services for the benefit of research or education, and
• is recognized by the Federal Ministry of Education or the Minister of Education of an individual Emirate,

Then your college/university is exempt from the Policy requirements for the purpose of communicating with its own branches inside and outside the UAE as well as with other universities/colleges which are connected or related to, or are associated with your university/college inside and outside the UAE.

8. We requested that the Licensees provide VoIP service for our private communications. However they did not provide such services. Can we seek the TRA´s approval to self-provision such services or buy these services from external parties?

The Licensees are free to determine what VoIP services they will offer. If they do not offer the services you need, the TRA welcomes your input on this matter. However, the TRA will not allow self-provisioning and will not allow an unlicensed provider to provide VoIP services in the UAE, except as allowed in the exemptions in the Policy.

9. We would like to use broadcasting software to broadcast voice over Internet (examples e-learning and auctioning). What is your position in regards to this?

As long as this broadcasting software does not allow real time voice communications then it does not fall under VoIP Regulatory Policy. In this case it would be considered an Internet application not a Telecommunications Service. If this software does allow real time voice communications, then it can only be used if you are exempted under the Policy.

10. If we have existing leased lines for data from Etisalat or du to connect our offices in the UAE and oversee, can we start to push voice on the same leased lines?

You must contract with the Licensee to use your leased line for this purpose.If the Licensee´s terms and conditions prevent the use of the leased lines for voice and/or prevent the leased lines from being connected to the PSTN without the Licensee´s consent, then such use is illegal.

11. A UAE Government entity intends to use VoIP for internal communications between its office in the UAE and an office outside the UAE. Does the Policy allow this and what are the requirements?

A Federal or Emirate Government entity may use VoIP for communications between its own offices inside and outside of the UAE as well as with other offices that are connected or related to, or are associated with the Government entity inside and outside the UAE.

1. We would like to partner with Etisalat/du to provide VoIP Services or terminate VoIP minutes to their networks. Does the Policy allow this and what are the requirements?

The Policy is not intended to restrict Etisalat and du in relation to their commercial arrangements for the provision of VoIP services. We kindly request you to contact the Licensees in order to discuss this matter.

2. We are a VoIP Service provider. Can we provide our services in the UAE? If not, can we apply for a License from the TRA?

You may collaborate with the Licensees to provide your services. The TRA is not anticipating issuing any more VoIP services licenses at the present time. However, if the TRA does decide to allow applications for this type of license in the future, such a decision will be announced to the media and on the TRA´s website.

3. We are hardware manufacturers and we would like to sell VoIP-enabled hardware to UAE market. Are there any restrictions on such sales, that and what are the necessary requirements or procedures to allow us to make such sales?

Pursuant to the Telecommunications Law, the TRA has the exclusive jurisdiction to authorize any of telecommunications apparatus which is intended to be used with a public telecommunications network. Sale or use of any telecommunications apparatus (including VoIP-enabled hardware) must be approved by the TRA in accordance with its Type Approval regime. More information on the Type Approval regime and the applicable policies and guidelines can be found on the TRA´s website at: http://www.tra.gov.ae/type_approval.php.

4. We are an IT/Telecom consultancy firm and we would like to deploy VoIP networks for other clients. Does the Policy allow this and what are the requirements?

As long as you are not providing VoIP Services, installation of VoIP hardware and software in Private Telecommunications Networks does not require any license from the TRA.

5. We are a call centre provider and we would like to provide our service to clients in the UAE. The communication used is based on VoIP communication between our clients to our call centre outside the UAE. Does the Policy allow this and what are the requirements?

The Policy itself does not explicitly prohibit use the of VoIP technology in this scenario. However as VoIP Services have to be provided by a Licensee, you are required to seek VoIP Services from a Licensee. If you wish to use VoIP Services over your existing network, then you must ensure that your existing connectivity service that is provided by a Licensee does include this VoIP feature.

6. In relation to above question, what if the call centre is in the UAE and the client is outside the UAE, while the callers are all around the world? We want to use our voice network provided by an international telecom to deliver voice traffic to the UAE. Does the Policy allow this and what are the requirements?

Unfortunately, international telecom providers are not licensed in the UAE to provide VoIP Services. Until such time, international telecom providers have to work in collaboration with a Licensee to terminate any VoIP traffic to the UAE. We suggest contacting the Licensees for services surrounding call centres and VoIP Services.