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 TDRA.

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 the service provider of any changes in your contact details or any changes in personal circumstances that would affect your contract.

12- Identify any fees related to the use of value-added services that are linked to the basic account before using the value-added services.

13- Ensure that your postpaid account invoices are received on time. You must also ensure that transactions are accurate.

14- Ensure immediate payment of bills to avoid interruption.

What should I do when I have a complaint about telecommunications services?

Check Dispute Resolution with Service Providers service