The TRA has been empowered by Federal Law by Decree No. (3) of 2003, and its amendments, to oversee the telecommunication sector in the United Arab Emirates (UAE).  As part of the TRA’s role to represent consumer interests, the TRA has established regulations for the telecommunication service providers in the UAE.

Consumer Regulations

Consumer Complaint and Dispute Policy Regulations for handling Consumer Complaints and Disputes regarding telecommunication service.

Consumer Complaint and Dispute Procedure Procedures for handling Consumer Complaints and Disputes regarding telecommunication service.

Directory Information Regulatory Policy Regulations to handle Consumer directory information.

Marketing Communications and Practices Policy Regulations on Marketing Communications and Practices.

Price Transparency Policy Regulations on Consumer Price Transparency for Telecommunication Services.

Privacy of Consumer Information Policy Regulations for the protection of consumer’s telecommunication information.

Do You Have a Complaint About Your Telecommunication Service?

Your first course of action is to raise your complaint with your service provider. Etisalat or du should acknowledge the receipt of your complaint and provide you with a reference number. Furthermore they should investigate your complaint within a reasonable period of time and communicate the result to you in writing. After your complaint has been investigated by your service provider and, if you are not satisfied with the outcome, you may refer your complaint to the TRA.

To find out how to escalate your complaint to the TRA, please select