TDRA Consumer Rights: Who Qualifies and What You Get

This scheme provides a formal way for people to escalate complaints if they are unable to resolve issues with their telecommunications services directly through their service provider.

👤Who it's for

This scheme is available to all telecom subscribers within the country. If you are currently using a mobile or internet service provided by a licensed telecommunications company, you qualify to use this escalation process to address your concerns.

🎁What you get

You gain access to a structured escalation path designed to handle mobile or internet service issues that remain unresolved after you have spoken with your provider. This process acts as a secondary layer of protection to ensure that your rights as a consumer are upheld when your service provider cannot meet their obligations or resolve a technical or billing dispute.

💰What it costs you

Using this service is completely free. There are no administrative fees or charges required to file your complaint or to use the escalation path provided by the regulator.

⚠️The catch to know

The most important thing to remember is that you cannot bypass your service provider to go straight to the regulator. Before you can use this scheme, you must first attempt to settle the matter through your provider's own customer support channels. You must have a specific reference number from your internet service provider's or mobile provider's support team to prove that you have already tried to resolve the issue at the initial level.

📝How to apply

1. Contact your service provider's customer support team to report your specific mobile or internet issue.
2. Follow their internal troubleshooting or dispute process until the issue is either resolved or officially declined.
3. Ensure you receive and save a formal reference number from the provider regarding your complaint.
4. Use that reference number to submit your case through the official portal.

https://tdra.gov.ae/