The Telecommunications and Digital Government Regulatory Authority (TADRA) stated that there are four basic requirements for applying for the dispute resolution service for those dealing with telecommunications service providers in the country.
The Authority explained that the first condition is the necessity of attaching the reference number for the complaint submitted to the service provider that has not been resolved, while the second condition is attaching the Emirati ID data for those not registered on the digital identity platform.
The Authority added, through its official account on social media, that the third condition requires attaching the companies’ commercial license, if the complaint relates to companies, while the fourth condition stresses the need for customers to attach supporting documents to complaints if available.
She explained that implementing dispute resolution takes place through three stages, which include a comprehensive study of the request submitted by customers, reviewing the details of the complaint with telecommunications service providers, and then taking the appropriate decision in accordance with the laws in force in the country, and in light of studying the complaint and the attached documents.
The Authority indicated that it has made it possible to apply for the customer dispute resolution service through three basic means: the Authority’s mobile application, the Authority’s official website, and by calling the number “80012”, stressing that submitting the service request takes one working day, while it does not require The service charges no fees upon submission.
The Authority recently announced that it had received 20,427 complaints from subscribers to the services of “Etisalat by E&” and Emirates Integrated Telecommunications Company (du), during the first 10 months of this year, recording a decline of approximately 5% (equivalent to… 1072 complaints) compared to the complaints it received during the same period last year, amounting to 21 thousand and 499 complaints.
The Telecommunications Regulatory Authority stated in its report on telecommunications complaints that it received 6,670 complaints about “Etisalat from E&” services, and 13,757 complaints about “Du” services during the period from January to October 2023.
The 4 requirements
■ Attach the complaint reference number.
■ Attach Emirates ID data for those not registered with the digital ID.
■ Attach the companies’ commercial license, if the complaint relates to companies.
■ Attach supporting documents to the complaint if available.
2023-11-10 22:07:30
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