TDRA Consumer Complaints: Who Qualifies and What You Get

This scheme provides a formal way for individuals to seek a resolution when they encounter ongoing problems with their telecommunications services or billing statements.

👤Who it's for

This service is open to any telecom subscriber living in the United Arab Emirates. If you have a registered account or a subscription for mobile, internet, or other telecommunications services, you are eligible to use this process to address grievances.

🎁What you get

The primary benefit of this scheme is obtaining a resolution for specific issues encountered with major telecom providers like Etisalat or Du. This includes assistance with billing disputes, service quality concerns, or other technical difficulties that the provider has not successfully resolved through their own standard customer service channels. It serves as a formal mechanism to ensure your rights as a consumer are protected within the digital landscape.

💰What it costs you

There is no fee to use this service. It is entirely free to submit your complaint and seek assistance through the official channels.

⚠️The catch to know

The most important thing to understand is that you cannot go straight to the TDRA with a new problem. To be eligible for help, you must first attempt to resolve the issue directly with your telecom provider. You must have already filed an official complaint with them and received a specific reference number for that complaint. Without this reference number from your provider, your escalation will not be processed.

📝How to apply

1. Contact your specific telecom provider to report your billing or service issue.
2. Ensure the provider gives you a formal complaint reference number regarding your specific problem.
3. Visit the official government portal to submit your formal complaint.
4. Use your provider's reference number to link your case to their initial investigation.
5. Check the official portal for updates on your case: https://tdra.gov.ae