Press Release

Protecting Subscribers from Excessive Charges

The Telecommunications Regulatory Authority (TRA) has demanded telecom operators in the UAE (Etisalat and du) to ensure receiving an explicit request from the subscriber before activating the service of "pay-per-use data" on the mobile SIM cards, to protect subscribers from the high charges, and to provide services based on their needs and wishes. This service used to be automatically activated by simply inserting the SIM card in the mobile device, causing increase of charges and lose of balance.

This decision comes in the context of TRA’s regulatory role and in line with its sustainability policy, which is based on enhancing the quality of telecommunication services and ensuring that these services reach various segments of society on satisfactory terms. This decision is also in line with the UAE preparations for the age of 5G, Artificial Intelligence and Internet of Things.

Commenting on the new decision, H.E. Hamad Obaid Al Mansoori, TRA Director General, said: “This decision reflects TRA’s keenness to achieve customers' happiness by implementing the best international standards on the services provided by the licensees in the country, providing the best services and the highest quality, and giving the subscribers more freedom and flexibility in choosing the services they desire. TRA assures that it will spare no effort in implementing the directives of the wise leadership to provide the best conditions for achieving customers’ happiness, the related plans, strategies and initiatives required."

TRA had announced earlier the establishment of a new regulatory framework for early termination fees for service contracts provided by licensees in the UAE. The amendment provided for the deduction of one month's fee for early termination of the service contract.  The contract termination fee was one month's fee multiplied by the number of months remaining on the contract. These amendments have been already introduced to the new contracts for mobile phone services, and TRA will apply these amendments to other service contracts in the coming period. 

These amendments are in line with the TRA’s commitment to the vision and guidance of the wise leadership in making happiness a lifestyle in the UAE as well as the supreme goal and the ultimate objective of the government work. It also reflects TRA’s commitment to the Customer Happiness Charter, which stipulates the provision of quick, easy and smart services to achieve customer happiness and contribute in building the UAE’s bright future.