The consumer has:

1. The right to have access to basic telecommunications services at reasonable prices.
2. The right to full pre-contractual and price information that is clear, helpful, adequate accurate and free of charge related to the services and choices offered by a telecommunications service provider in order that the consumer can make an informed choice.
3. The right to receive information assistance from service providers regarding telecommunication services supplied in the UAE
4. The right to fair treatment without undue discrimination between another consumer of the same service.
5. The right to receive full terms and conditions of a service supplied or to be supplied to a consumer.
6. The right to express dissatisfaction with a telecommunication services directly to the service provider who is providing the telecommunication service provider.
7. The right to have complaints handled in an efficient manner.
8. The right to be provided with services that are safe and secure.
9. The right to privacy of personal information.
10. The right to receive a printed telephone directory upon initial subscription of each main line and annually thereafter.
11. The right to be educated on services being offered by service providers (the right to consumer education).
12. The right to access/request billing information.
13. The right to receive an invoice for postpaid services.
14. The right to receive a notification of planned interruption/outage of a telecommunications service.
15. The right to be protected against misleading marketing communications and practices.
16. The right to express dissatisfaction of a licensee’s outcome of an investigation made regarding a complaint about a telecommunications service and to escalate the complaint to the TRA.
17. The right to be notified at least 28 calendar days prior to any price increase or any contractual change that has the effect of a price increase.
18. The right to have the opportunity to terminate a contract without a penalty before an increase in prices takes effect.
19. The right not to receive unsolicited electronic communications messages (SPAM).

Consumers are expected to make responsible decisions and accept a certain level of responsibility when exercising choice or entering into service contracts with the service providers. The consumer should:

1. Keep informed about service offerings as best as possible.
2. Make decisions carefully; having considered the detrimental consequences that may arise from making hasty/ill-informed decisions.
3. Obtain as much information regarding the service, and be aware of other consumers’ experience with similar services.
4. Compare price, and features before making a purchase.
5. Refrain from entering into any schemes that are promoted with fancy terms without enquiring about the details of the offer. 
6. Understand your financial capability before entering in to any contract.
7. Read your contract terms and conditions carefully and strive to understand each individual clause before entering in to any contract with a telecommunications service provider.
8. Keep track of changes that have been made to the contract and enquire about them to avoid confusion.
9. Be aware that you should not be coerced to subscribe to any unwanted service.
10. Inform your service provider about your lost/stolen sim card.
11. Inform your service provider about any changes in contact details or any changes in personal circumstances which would affect your contract.
12. Be aware of the usage tariffs of any Value Added Services associated with your main account prior to using such value added services.
13. Ensure the receipt of your invoices of your postpaid account(s) on time, and ensure the accuracy of the transactions.
14. Ensure prompt payment of bills to avoid non-payment disconnection.
15. Ensure that utilization of telecommunication services is not in a manner hazardous to the environment or other users.

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.

Click here to find out how to escalate your complaint to the TRA