Thank you for contacting the UAE Telecommunications Regulatory Authority (TRA). The TRA has been established according to the UAE Federal Law by Decree No. 3 of 2003. The TRA's objective is to oversee the UAE telecom sector through establishing and implementing a regulatory and policy framework that deals with, amongst other things, customer interests.
 
Therefore, the TRA seeks to insure that telecoms service providers are adopting International best practices, especially with respect to solving customers’ complaints.

In addition, the TRA policy obliges the telecoms service providers to handle customers’ complaints. Hence, please refer to the following process to submit a complaint to your telecoms service provider:

Telecoms Service Provider Complaint Process:

• 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.
• 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.

Post / Fax:

• 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.

Service Center
Corporate Communications Affairs
Telecommunications Regulatory Authority
P.O.Box: 26662, Abu Dhabi, UAE
Tel: +971 2 626 9999
Fax: +971 2 6118240