Picture for illustrative purposes only. Image Credit: Gulf News Archive

Dubai: Customers of UAE telecom providers may have experienced a number of problems with their company of choice, which could have ranged from having bad customer service to getting your data plan disconnected for no apparent reason.

Residents who face continuous problems with their service provider do not have to worry about airing their grievances and getting their issues sorted out, as the Telecommunications Regulatory Authority (TRA) is here to help.

The TRA took to Twitter to remind residents that they can file a complaint against Etisalat or du by calling the toll free number 80012.

The TRA also offers consumer dispute resolution services to help customers resolve any disputes that may arise with the licensed service providers.

On its website, the TRA explained that customers should first directly file their complaints to their service provider and in the majority of cases, the service provider will solve the complaint at the point of first contact.

“However, if you are not satisfied with the outcome of your complaint then you can escalate the case to the TRA as a Consumer Dispute using our Consumer Dispute Resolution service. The role of the TRA is to be fair and impartial and to consider the case from both sides: the side of our customer and the side of the licensee,” said the TRA.

“The TRA will investigate the matter and where appropriate, the TRA will instruct the relevant licensee to take the necessary actions to resolve your dispute.”

All consumers of telecommunications services in the UAE, whether residential, business or a government user, can apply for the Consumer Dispute Resolution service.

However, it is important to note that there is a pre-requisite to contacting the Consumer Dispute Resolution service.

Customers should first obtain a complaint reference number from the service provider, which is provided when you first lodge a complaint with the telecom company.