TDRA Customer Happiness Center aims to enable TDRA to manage the needs and requirements of its customers in accordance with the highest service standards through trained and skilled human resources as well as advanced systems and technologies. In addition, TDRA seeks to enhance the experience of its customers from all segments of society and meet their needs when visiting the center, to make their experience successful, fast and happy.
The main facilities available at the Customer Happiness Center are:
TDRA is entrusted with a wide range of responsibilities related to the telecommunications and Information Technology Sector, both within and outside the UAE. It is also responsible for representing the UAE in various international forums, since it has been elected to the Council of the International Telecommunication Union (ITU) of the UN, and is a member in the Arab Regulators Network (AREGNET), the Arab Spectrum Management Group (ASMG) and the GCC Telecommunications Office. TDRA activities in the UAE may be summarized as follows:
The telecommunications licensees are the following:
The Emirates Telecommunications Corporation - Etisalat
Emirates Integrated Telecommunication Company PJSC - du
If the applicant has more than one channel to provide the service, he must submit a separate request for each channel.
The channels include: social media, electronic apps, and websites.No, you are not required to have .ae domain name to obtain an NOC for Practicing E-Activity.
In the NOC request, you can either attach the App link or, if the App is still not available, attach an active website link and mention that the App will be available on the website after it becomes available in the App store.
The Act articulates and stipulates the duties of Certification Service Providers (CSPs) and their signatories and provides a broad framework for regulation and licensing of CSPs in the United Arab Emirates.
Provided that all the required information and documents are provided, the application should be processed within 3 months.
Yes, it is compulsory for a Certification Service Provider to be licensed in the United Arab Emirates.
The mission of TDRA is to support the ICT sector in the UAE, to safeguard competition, to provide fair access to the domestic infrastructure and to ensure the optimal use of natural resources through the implementation of International Best Practices in every area. TDRA also continues to work on enhancing the quality of services offered, raising public awareness, protecting the subscribers’ interests and facilitating the growth of e-commerce transactions, while encouraging investment, innovation, development and education.
A CSP guilty of an offence under the Act or any of its regulatory instruments shall be liable on conviction to a fine, or to term imprisonment, or to both in accordance with the Act or any of the regulations issued by the Minister of Economy.
The entire licensing process involves 4 parts:
The Act applies to Electronic Records, Documents and Signatures that relate to Electronic Transactions and Commerce, while giving legal recognition on the use of electronic records and signatures and their secure counterparts.
A CSP is an accredited or authorized person or organization that issues Electronic Attestation Certificates or provides other services in this connection and in relation to Electronic Signatures regulated by this Act.
The license application fee payable is Five Thousand UAE Dirham (AED 5,000) made payable to the TDRA in a form of a bank transfer or e-payment in respect of each submission. Upon passing of the licensing criteria, a non-refundable License Registration Fee is required for the amount of One Hundred Thousand UAE Dirham (AED100,000).
The term of the license is 5 years.
The Act was published in Muharam 1427 H/January 2006 in the Arabic language in the Official Gazette of the United Arab Emirates, Volume 442, year 36.
Without CSPs there will be no trusted entity that issues digital certificates or keys to us. It will be difficult to verify the authenticity of digital signatures since there are no digital certificates to tell us how each user’s digital signature should look like.
The term “VoIP” is often used in different ways by different commentators for different purposes. Sometimes it is used to refer to a technology which enables transmission, receiving, delivering and routing of voice telecommunications over IP networks through packet switching (a “VoIP Technology”). At other times it is referred to a voice and/or video call service offered over the Internet (a “VoIP Service”).
For the purpose of VoIP Regulatory Policy ver. 2.0, VoIP Services are defined as “All of the services and technologies that allow the transmitting, receiving, delivering and routing of voice telecommunications by means of Internet Protocol (IP).”
VoIP Services are considered Telecommunications Services. Where those VoIP Services are offered to subscribers, then they are Regulated Activities as per the Federal Law by Decree (3) of 2003 (Telecom Law), which requires a licence or an exemption.
VoIP Services are regulated generally by TDRA Regulatory framework and specifically by VoIP Regulatory Policy ver.2.0 issued 30/December/2009.
This Policy replaced the earlier version (ver.1, issued 26/December/2006).
Licensees are allowed to provide VoIP Services in the UAE. This may be provided as either
(1) end-to-end voice service (as in the traditional telephony);
(2) as a “feature” on top of connectivity service for VoIP Services intended for internal communications; or
(3) any other form that the Licensee wishes to provide.
Third parties can also provide VoIP services in the UAE
1) in collaboration with the licensees or
2) by obtaining an approval from TDRA to provide the service.
The updated list of approved VoIP applications that are currently approved by TDRA in the UAE can be found here.
Services for Voice and Video calls over the Internet provided by third parties fall within the scope of this Policy.
As voice and video calls provided by Skype are considered to be a Regulated Activity, such services have to be provided by a Licensee.
Hence it is illegal to use such software to make calls, unless this third party (e.g. Skype) is 1) licensed by TDRA to provide such services or 2) a Licensee provides the service in collaboration with this third party or 3) the service is approved by TDRA (The updated list of approved VoIP applications that are currently approved in the UAE can be found in here.)
Except where exempted as stated in the Policy or approved by TDRA, any person using VoIP Services which are not provided by a Licensee or in collaboration with them (even if not offering it to others for a fee), may be committing a criminal offence:
Unless this software/application is provided by a Licensee or in collaboration with them or is approved by TDRA, it is very likely that it is illegal to use this software/application to make Voice and Video calls over the Internet. It is highly recommended that you contact your provider to ensure the legality of such software/application or ensure that the software/ application is currently approved in the UAE (The updated list of approved VoIP services and applications can be found here). If the service is not provided by a Licensee or approved by TDRA, TDRA urges you not to use such software /application as you are legally liable for such action, and the Licensees have the right to and most probably will block your illegal traffic.
As provisioning "call-back" services is considered to be a Regulated Activity, such services have to be provided by a Licensee. Hence it is illegal to use such services, unless the provider is licensed by TDRA to provide such services or a Licensee provides the service in collaboration with this provider or the service is approved by TDRA.
Licensees are required to block access to certain unacceptable content including unlicensed (and therefore illegal) VoIP Services. If you believe that a legitimate website is being blocked, you may raise the issue with the concerned Licensee directly or contact TDRA.
To view the list of prohibited content categories, click here
In all cases, you must seek such services from a Licensee. In case of use of VoIP for Internal communications, you must ensure that your connectivity service (as in A, B or C) must be provided by a Licensee and that the Licensee has provided VoIP feature as part of its connectivity service offering.
You must obtain the VoIP services from a licensee in order to do this. According to the definition of Closed Group Network in TDRA VoIP Regulatory Policy ver.2.0, a closed group network must not be interconnected with another closed group network and must serve entities (companies) that have common ownership. Accordingly, in the event the other company does not share common ownership with your company, the only way to achieve the required VoIP is to obtain the services from a licensee.
For scenarios A and B, Video conferencing is considered to be similar to VoIP, thus it must be obtained from a licensee. For scenario C, ISDN is not considered to be a VoIP service, and therefore the Policy requirements will not apply.
For scenarios A and B, Video conferencing is considered to be similar to VoIP, thus it must be obtained from a licensee. For scenario C, ISDN is not considered to be a VoIP service, and therefore the Policy requirements will not apply.
In all cases, you must seek such services from a Licensee. In case of use of VoIP for Internal communications, you must ensure that your connectivity service (as in A, B or C) must be provided by a Licensee and that the Licensee has provided VoIP feature as part of its connectivity service offering.
As long as this broadcasting software does not allow real time voice communications then it does not fall under VoIP Regulatory Policy. In this case it would be considered an Internet application not a Telecommunications Service. If this software does allow real time voice communications, then it can only be used if you are exempted under the Policy.
The Policy is not intended to restrict Etisalat and du in relation to their commercial arrangements for the provision of VoIP services.
We kindly request you to contact the Licensees in order to discuss this matter.
VoIP service provider can request TDRA approval to allow their voice and/or video call service or application in the UAE by following the procedure here.
Pursuant to the Telecommunications Law, TDRA has the exclusive jurisdiction to authorize any of telecommunications apparatus which is intended to be used with a public telecommunications network. Sale or use of any telecommunications apparatus (including VoIP-enabled hardware) must be approved by the TDRA in accordance with its Type Approval regime. More information on the Type Approval regime and the applicable policies and guidelines can be found on the TDRA’s website, here
As long as you are not providing VoIP Services, installation of VoIP hardware and software in Private Telecommunications Networks does not require any license from TDRA.
The Policy itself does not explicitly prohibit use the of VoIP technology in this scenario. However as VoIP Services have to be provided by a Licensee, you are required to seek VoIP Services from a Licensee. If you wish to use VoIP Services over your existing network, then you must ensure that your existing connectivity service that is provided by a Licensee does include this VoIP feature.
Unfortunately, international telecom providers are not licensed in the UAE to provide VoIP Services, thus they have to work in collaboration with a Licensee to terminate any VoIP traffic to the UAE. We suggest contacting the Licensees for services surrounding call centers and VoIP Services.
Yes.
Note: Time spent waiting for the Entity's response will not be counted i.e. Stopwatch will be temporarily stopped.
If you want to block unwanted marketing messages you can use the following code:
Send b SenderName/Number to 7726
Consumers can file a complaint directly to their Service Provider. The Service provider is obliged to :
In the light of the UEC & Annex Policy, You should consider the following when advertising:
For further details, you can contact your service provider.
As the .aeDA has been formed by TDRA, a federal government department, the .aeDA will continually strive to maintain best practice for the administration of the .ae ccTLD and will administer the .ae domain in a fair and transparent manner.
.ae Registry-Registrar Model
The roles of the stakeholders are as follows:
Regulatory Body - .aeDA
The organization vetted with the responsibility of operating the ccTLD for the benefit of all stakeholders.
Registry Operator - .aeDA
Has the exclusive responsibly for maintenance of a centralized Registry for its particular TLD. The Regulatory Body and Registry Operator in some instances may be separate organizations, however in the case of the .ae ccTLD, the .aeDA will assume both roles.
Accredited Registrars
A person or entity that, via a contract with the Registry provides front-end registration services to Registrants. These services from the public interface to Registry services.
Resellers
Some Registrars use Resellers to provide customer sales and services. Resellers buy domain names and manage domain name records for their customers through an interface with their Registrar. Resellers do not have direct access to the Registry.
Registrants
The individual or organization that registers a specific domain name. This individual or organization holds the right to use that specific domain name for a specified period of time, provided certain conditions are met and the registration fees are paid. This person or organization is the "legal entity" bound by the terms of the relevant service agreement with the Registry operator for the TLD in question.
The .ae domain is sub divided into a number of ´levels´ or ´zones´. Registration is as follows:
Registration is possible at the second level under .ae - for example, mydomain.ae.
Registration is also possible at the third level which are
For more information please refer to Domain name Eligibility Policy.
All details related to Frequency spectrum fees can be found online through Frequency spectrum regulation 4.0 available at TDRA website.
The National Frequency Plan is prepared and issued in accordance with Articles 46 and 47 of the Federal Law by Decree No. 3 of 2003 regarding the Organization of Telecommunications Sector, as amended (the telecom law).
The National Frequency Plan is prepared in conformity with the International Regulations governing radio spectrum and the international and regional agreements concluded or acceded to by the United Arab Emirates. It includes the provision for:
It is the regulatory policy for frequency spectrum, aimed at enhancing the efficiency and use of spectrum. TDRA allocates frequencies to all entities, governmental and non-governmental, civil or military, as well as individuals, in accordance with the National Spectrum Plan.
A committee called the ‘Coordination Committee’ has the competency to draft a national plan for radio spectrum to ensure the efficient and proper use of radio spectrum without any interference or jamming. TDRA may request the committee, from time to time, to review and amend the plan when needed.
A certificate renewal request shall be submitted one month prior to expiration or within 15 days of expiration. In the event of exceeding the specified period, the certificate shall be temporarily suspended and an amount of AED 100 charged per month to renew suspended certificates for a maximum of 12 months. The certificate shall be deemed null and void after the temporary suspension is ended.
The registered manufacturer, importer or distributor of telecommunications equipment must obtain Type Approval for the telecommunications equipment before being offered or sold in the UAE, according to the technical standards approved by TDRA and the Type Approval requirements
Natural or legal persons, who import, assemble or manufacture telecommunications equipment for non-commercial or personal use are exempted from telecommunication equipment Type Approval procedures. Government entities and public network operators shall be exempted from telecommunications equipment approval process. However, they shall not be exempted from such procedure if they launch and offer the equipment on the market.
Manufacturers and dealers of telecommunications equipment must be registered with TDRA Type Approval Regime, and shall receive a registration certificate
This level shall apply to telecommunications equipment of medium risk and priority called ‘’ General Equipment Registration’’
where the registered manufacturer or importer of telecommunications equipment provides:
Radio, EMC and safety test reports.
This level shall apply to telecommunications equipment of high risk and priority called ‘’ Advance Equipment Registration’’
the registered manufacturer or importer of telecommunications equipment provides :
Samples submitted shall be of two versions:
Technical standards listed in the SDoC remain unchanged
The equipment has not been affected by any modifications as defined in paragraph 4.4.
The registered manufacturer or importer of telecommunications equipment must notify TDRA of any modifications, which would:
In the case of any modification to the registered equipment that may affect its conformity with the Type Approval Regime essential requirements or approved technical standards, the registered manufacturer or importer of telecommunications equipment must submit a new Type Approval request.
The registered manufacturer or importer of telecommunications equipment shall provide TDRA Declaration of Conformity Card (Type Approval Regime Conformity Mark) on the equipment box in a clear, readable and non-removable format before offering, selling or making the equipment available in the UAE market. TDRA Declaration of Conformity Card shall be placed under the display platform of telecommunications equipment in retail stores in a way that is clear and readable to users.
TDRA may take necessary legal measures against a telecommunications equipment manufacturer or importer that does not fulfill the requirements of the Type Approval Regime in accordance with Federal Law by Decree No. 3 of 2003 regarding the Regulation of the Telecommunications Sector, its Executive Order or any decisions and regulations issued by TDRA from time to time. TDRA shall impose, for example but not limited to, the following measures:
TDRA shall rely on Type Approval certificates issued by other entities approved based on the following:
These fees shall apply to telecommunications equipment tests based on the classification of technologies specified in Table below, in line with the details mentioned in the Type Approval Regime Policy and Regulation.
The importer must provide the required documents, including the documents mentioned below and any other document requested by TDRA:
The importer shall seek approval of telecommunications equipment in accordance with Type Approval requirements, and then apply for custom release from TDRA for each shipment of telecommunications equipment. The importer must attach the required documents for custom release upon request.
service may be requested by :
Telecommunication Dealers who want to enter equipment to UAE must apply for custom clearance approval from TDRA, they will get letter from TDRA to custom after TDRA check about equipment.
Note: Before bringing any Telecommunication equipment, Dealer must be registered with TDRA and applied for Type Approval.
TDRA may perform market monitoring activities from time to time and the registered manufacturer or importer of telecommunications equipment must cooperate in such activities and provide samples and documentation on request without charge to TDRA for purposes of testing and conformity.
TDRA is legally eligible to obtain necessary technical information from the registered manufacturer or importer of telecommunications equipment to verify conformity with the essential requirements and technical standards. In this respect, TDRA has a duty to respect confidentiality.
Market monitoring activities may arise as a result of a complaint or random check or as part of a systematic program. TDRA may also inspect telecommunications equipment put on the market.
A manufacturer or importer of telecommunications equipment registered in the UAE shall, on request, provide TDRA with information about any manufacturer or importer of telecommunications equipment whom he has supplied with telecommunications equipment, and any manufacturer or importer of telecommunications equipment whom have supplied him with telecommunications equipment.
In the event of continued non-conformity and violation of the requirements of the Type Approval Regime, TDRA shall take all appropriate measures to prevent or prohibit the availability of the respective telecommunications equipment in the market or to ensure that it is withdrawn/retrieved from the market.
The manufacture, use, offer, sale, supply or use of prohibited telecommunications equipment in the UAE shall be forbidden. Such equipment has been listed in details in a separate document as part of the specific reference documents.
All equipment, which are not complied with UAE, approved telecom technical standards.
According to the Federal Tax Authority of UAE, VAT is a tax on the consumption or use of goods and services levied at points of sale in the UAE, including telecom sector. VAT is levied at each stage of the "supply chain". In general, the final consumer is the one who bears the cost of this tax, while businesses (including telecom companies) collect and calculate the tax, as a tax collector for the Federal Tax Authority. The percentage of VAT is 5% and will be effective as of January 1, 2018.
For the telecom sector, VAT will be applied as follows:
5% of the total amount of the invoice charged to users.
VAT will be calculated at 5% upon purchase of a new SIM after January 1, 2018. However, as for recharge cards, the tax will not be applied to the face value of the recharge; however, 5% will be applied to prices of the services used by the user from the recharged amount.
As of January 1st, 2018, price of services in the UAE’s telecom sector will be inclusive of VAT, this does not apply to telecom services to which VAT is not applicable pursuant to Federal Law No. 8 of 2017 on Value Added Tax and its Executive Order (e.g. International roaming services).
As explained, the role of telecom companies in the UAE is to collect VAT for the Federal Tax Authority, the core role of TDRA is to ensure that telecom companies comply with the law by implementation of VAT of not more than the 5% declared in the Federal Law No. 8 of 2017 on Value Added Tax as well as to ensure that telecom companies do not apply VAT on exempted services.
For more information on VAT, please visit the Federal Tax Authority website (www.tax.gov.ae)
Satellite phones, as all other Telecommunications Apparatuses (as defined in the Telecommunications Law), require Type Approval regardless of where it has been manufactured. Only Satellite phones enabled to connect to UAE licensees are allowed in the UAE.
In the theoretical event of a roaming agreement between a UAE licensee and a non-UAE licensee then the roaming agreement between the two would legalize the use of a non-licensee satellite phone in the UAE. This is subject to an actual roaming agreement and actual routing of traffic on the UAE licensees network in the country.
If the service offered by the satellite operator is considered a Regulated Activity regardless of its type, then there is a requirement to obtain a Telecommunications license. Please refer to UAE’s National Frequency Plan for further clarifications on the type of spectrum authorizations required to operate within the intended band of frequency. Earth station authorizations and Type Approvals are also applicable.
*Fixed Satellite Services (FSS) may include satellite internet access through VSAT or Earth Stations in Motion (ESIM) antennas. Mobile Satellite Services (MSS) may include broadband connectivity through airborne or maritime antenna. Broadcast Satellite Services (BSS) may include Direct-To-Home satelliteTV (DTH).
All satellite operators are subject to spectrum authorizations regardless of the bands of frequency used. Please refer to UAE’s National Frequency Plan for further clarifications on the type of authorizations required.
In accordance with the Telecommunications Law (Federal Law No. 3 of 2003 as amended), the Registration of Mobile SIM cards Point of Sale Policy, and hereunder TDRA Board Resolution No. 44 of 2009, the sale of SIM cards and/or provision of Telecommunications services (regardless of whether such services will be provided by an online service) is considered a Regulated Activity and can only be conducted by a UAE Licensee or a – by a licensee - duly authorized agent.
As a result, the provision of domestic or foreign SIM cards will, without explicit arrangements with the UAE licensees, amount to an unlawful activity in the UAE.
Federal Law by Decree No.3 of 2003, as amended, applies to all UAE territories including all free zones.
A free zone entity can apply for a license, however a Free Zone company can only operate and offer the service in the free zone.
UAE does not have a class of service license for inflight telecom services on board aircraft. However, such services fall under the definition of a Regulated Activity and therefore requires a Telecommunications License.
TDRA is allowing service over 10,000 feet based on spectrum authorizations issued by TDRA, this is applicable to all aircraft.
TDRA requires all applicants for Individual and Class Licenses to provide it with relevant information. This includes information regarding their management and shareholding structures; their business operations, including the type of networks and services they intend to provide; funding sources for these business operations
Gate-to-Gate services fall under the definition of “Regulated Activities” according to the Federal Law by Decree No. 3 of 2003 Regarding the Organization of Telecommunications Sector, as amended (“Telecommunications Law”). Article (31) of the Telecom Law stated that: “It is not permitted to conduct any Regulated Activity unless authorized by a License or exempted in accordance with the provision of this Federal Law by Decree or its Executive Order.”. Hence, the service requires a License.
In addition, and even under roaming agreements with local Licensees, the operation of a public Telecommunication network or Telecommunication service in the UAE is considered a Regulated Activity and will require a UAE Telecommunications License
Mobile Virtual Network Operation falls under the definition of “Regulated Activities” according to the Federal Law by Decree No. 3 of 2003 Regarding the Organization of Telecommunications Sector, as amended (“Telecom Law”). Article (31) of the Telecom Law states that: “It is not permitted to conduct any Regulated Activity unless authorized by a License or exempted in accordance with the provision of this Federal Law by Decree or its Executive Order.” Hence, providing the service requires a Telecommunication License.
However, TDRA does not at this point in time issue such license.
TDRA can issue either Individual Licenses or Class Licences. Individual Licences will be issued for services which require the usage of scarce resources of spectrum and numbers. Individual Licences will be issued for a period of 10 years.
Class Licences will be issued where there is no need to use scarce resources of spectrum and numbers and where due to the insignificance of the activity to the public, less regulatory supervision is required. Class Licences will be issued for a period of 10 years.
An entity shall be eligible for an individual or Class Licence if it is
Mobile Number Portability (MNP) allows customers to move their existing mobile number from one operator to another in order to use its services.
For examples: if you have an Etisalat number (050-ABCDEFG), you can now move this number to du and keep the same number (050-ABCDEFG).
Another Example: if you have a du number (055-GFEDCBA), you can now move to Etisalat and keep the same (055- GFEDCBA) number.
The Mobile Number Portability in UAE is handled by the operator you’re moving to (new operator). You place a request with your new operator who handles the porting with your old operator.
For example, if you’re moving your 050 number from Etisalat to du, you will place the request with du who will port your number over from Etisalat. du will also provide you with a new SIM with your 050 number.
By making this process recipient-led (new operator), the whole process has become very easy for the end u
Yes, you can port your number to your new operator if you have an existing contract or bills that need to be paid to your existing operator (provided that your line is not under suspension). After the porting process is completed, you will be given a grace period to close/settle the contract and pay whatever fees and outstanding dues applicable.
The Fixed Number Portability in UAE is handled by the operator you’re moving to (new operator). You place a request with your new operator who handles the porting with your old operator.
By making this process recipient-led (new operator), the whole process has become very easy for the end user.
For most individual customers, the process will take about 3 working days to port a number. Users who place a request will be kept updated through-out the process with SMSs. For Enterprise Customers, the process can take up to 10 working days. During the transition period, the customers should experience little to no interruptions in their services
The porting process only happens during working hours (Sunday to Thursday, 8 AM to 8PM), however the request for porting can be placed outside of those hours.
Yes, you may port-back your number(s) to the old operator within 7 working days of a successful port-out.
Both Consumers and Enterprise users can enjoy Fixed Number Portability.
There is no porting fee on the customer associated with porting his/her number.
You need to register as a new customer with the new operator (for example: individuals can apply using your Emirates ID)
Generally, portability request may be rejected if the customer’s details provided to the new licensees are not complete or do not match that the information registered at the old licensee. Additionally, the port may be rejected if your line is under suspension.
Fixed Number Portability (FNP) allows customers to move their existing Fixed line number (Geographic numbers) from one operator to another in order to use its services.
This service is applicable to most Fixed line numbers in all Emirates – 02,03,04,06,07,09 – can be moved from du to Etisalat, and vice versa.
The new operator should accept to serve the customer in his location by providing the service to the customer via its network or by using bitstream service where applicable, otherwise, the new operator might not be able to accept the new customer
For the case the Customer has subscribed a bundle inclusive of voice and non-voice services, FNP will result in the cancellation of the non-voice services part of the bundle. If the non-voice services from the Donor Licensee are subscribed by the Customer as multiple standalone services (and not a bundle), then the Customer will need to deal with the Donor Licensee with regards to the continuation or cancellation of the standalone non-voice service(s).
You should pay all due amounts to your old operator after porting your number to the new operator, otherwise, your line might get fully disconnected with the new operator till you clear all the due amounts pending for the old operator.
Yes, your new operator might need to visit you to install the new devices.
possibly, there might be little to no major loss of service during the porting process. Your existing number and services will continue to be operational up to the point the new equipment are installed and the new services will start working.
First, log in to TDRA website and create an account. After that, choose the “SIM Cards Point of Sale Registration” service, attach the required documents and pay the fees.
The registration must be done as a separate new registration.
The registration certificate is valid for two years, and renewable for a similar period.
Any point of sale intending to sell mobile SIM cards must be registered with TDRA, and it must obtain a registration certificate before starting to sell.
Last updated :
12/07/2022 09:30
