The UAE telecoms regulator has increased its oversight of the handling of customer complaints by operators, according to its new director general.
Customer service is high on the agenda this year amid further liberalisation of the sector. In a meeting yesterday between Hamad Al Mansoori, head of the Telecommunications Regulatory Authority (TRA), and Saleh Al Abdooli, the chief executive of Etisalat's UAE operations, the two parties discussed how to improve "customer satisfaction", said a TRA statement yesterday.
“Today we are in the midst of a massive transition and transformation to provide smart services through mobile devices, requiring the introduction of continuous improvements for the telecommunications sector’s infrastructure,” said Mr Al Mansoori, who was appointed last month. “We emphasise here the need for vigorous efforts to provide quality services for customers, with the adoption of all advanced solutions to enhance communication so they can benefit from these services at any time.”
Complaints against both operators have mounted since December 2013 when mobile users were allowed to switch between Etisalat and du while retaining their phone number.
The TRA had said last year that as of May 18, only 55,555 mobile numbers had been successfully transferred out of 190,185 requests submitted in the first five months of the mobile number portability service’s availability.
The regulator also said that the 134,222 rejected applications included some that had been resubmitted more than once by the holder of the number.
In yesterday's statement, the TRA said that a joint team would be formed comprising the TRA and the operators "to find appropriate solutions to customer complaints".
The TRA said it would “follow up phases on the implementation of current and future projects, and the size of work accomplished for them. Also agreed upon was holding regular meetings to discuss matters related to the sector and ways to deal with any issues concerning the users”.
Yesterday du declined to comment. Etisalat did not provide comment before time of press.
“The satisfaction of customer service is now more visible with social media,” said Paul Black, director of telecoms at IDC Middle East, Turkey and Africa.
“The new director is taking a much more forceful role in bringing the operators together and finding solutions at a management level is a great initiative for the region.”
The plan to improve the coordination between du and Etisalat comes with competition expected to toughen between the two this year with greater sharing of infrastructure. Customers are set to soon have the ability to choose their provider of home services — including TV, internet and landline — according to previous comments from the regulator.
So far customers in the UAE are dependent on one operator or the other, based on where they live.
The TRA said it plans to conduct “a comprehensive survey of all points and topics” of the telecoms sector in the UAE.
selgazzar@thenational.ae
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No_One Ever Really Dies
N*E*R*D
(I Am Other/Columbia)
The specs
Engine: 3.0-litre six-cylinder turbo
Power: 398hp from 5,250rpm
Torque: 580Nm at 1,900-4,800rpm
Transmission: Eight-speed auto
Fuel economy, combined: 6.5L/100km
On sale: December
Price: From Dh330,000 (estimate)
Who's who in Yemen conflict
Houthis: Iran-backed rebels who occupy Sanaa and run unrecognised government
Yemeni government: Exiled government in Aden led by eight-member Presidential Leadership Council
Southern Transitional Council: Faction in Yemeni government that seeks autonomy for the south
Habrish 'rebels': Tribal-backed forces feuding with STC over control of oil in government territory
What the law says
Micro-retirement is not a recognised concept or employment status under Federal Decree Law No. 33 of 2021 on the Regulation of Labour Relations (as amended) (UAE Labour Law). As such, it reflects a voluntary work-life balance practice, rather than a recognised legal employment category, according to Dilini Loku, senior associate for law firm Gateley Middle East.
“Some companies may offer formal sabbatical policies or career break programmes; however, beyond such arrangements, there is no automatic right or statutory entitlement to extended breaks,” she explains.
“Any leave taken beyond statutory entitlements, such as annual leave, is typically regarded as unpaid leave in accordance with Article 33 of the UAE Labour Law. While employees may legally take unpaid leave, such requests are subject to the employer’s discretion and require approval.”
If an employee resigns to pursue micro-retirement, the employment contract is terminated, and the employer is under no legal obligation to rehire the employee in the future unless specific contractual agreements are in place (such as return-to-work arrangements), which are generally uncommon, Ms Loku adds.
Gifts exchanged
- King Charles - replica of President Eisenhower Sword
- Queen Camilla - Tiffany & Co vintage 18-carat gold, diamond and ruby flower brooch
- Donald Trump - hand-bound leather book with Declaration of Independence
- Melania Trump - personalised Anya Hindmarch handbag
Ten tax points to be aware of in 2026
1. Domestic VAT refund amendments: request your refund within five years
If a business does not apply for the refund on time, they lose their credit.
2. E-invoicing in the UAE
Businesses should continue preparing for the implementation of e-invoicing in the UAE, with 2026 a preparation and transition period ahead of phased mandatory adoption.
3. More tax audits
Tax authorities are increasingly using data already available across multiple filings to identify audit risks.
4. More beneficial VAT and excise tax penalty regime
Tax disputes are expected to become more frequent and more structured, with clearer administrative objection and appeal processes. The UAE has adopted a new penalty regime for VAT and excise disputes, which now mirrors the penalty regime for corporate tax.
5. Greater emphasis on statutory audit
There is a greater need for the accuracy of financial statements. The International Financial Reporting Standards standards need to be strictly adhered to and, as a result, the quality of the audits will need to increase.
6. Further transfer pricing enforcement
Transfer pricing enforcement, which refers to the practice of establishing prices for internal transactions between related entities, is expected to broaden in scope. The UAE will shortly open the possibility to negotiate advance pricing agreements, or essentially rulings for transfer pricing purposes.
7. Limited time periods for audits
Recent amendments also introduce a default five-year limitation period for tax audits and assessments, subject to specific statutory exceptions. While the standard audit and assessment period is five years, this may be extended to up to 15 years in cases involving fraud or tax evasion.
8. Pillar 2 implementation
Many multinational groups will begin to feel the practical effect of the Domestic Minimum Top-Up Tax (DMTT), the UAE's implementation of the OECD’s global minimum tax under Pillar 2. While the rules apply for financial years starting on or after January 1, 2025, it is 2026 that marks the transition to an operational phase.
9. Reduced compliance obligations for imported goods and services
Businesses that apply the reverse-charge mechanism for VAT purposes in the UAE may benefit from reduced compliance obligations.
10. Substance and CbC reporting focus
Tax authorities are expected to continue strengthening the enforcement of economic substance and Country-by-Country (CbC) reporting frameworks. In the UAE, these regimes are increasingly being used as risk-assessment tools, providing tax authorities with a comprehensive view of multinational groups’ global footprints and enabling them to assess whether profits are aligned with real economic activity.
Contributed by Thomas Vanhee and Hend Rashwan, Aurifer
GAC GS8 Specs
Engine: 2.0-litre 4cyl turbo
Power: 248hp at 5,200rpm
Torque: 400Nm at 1,750-4,000rpm
Transmission: 8-speed auto
Fuel consumption: 9.1L/100km
On sale: Now
Price: From Dh149,900
SPECS
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The bio
Favourite book: Peter Rabbit. I used to read it to my three children and still read it myself. If I am feeling down it brings back good memories.
Best thing about your job: Getting to help people. My mum always told me never to pass up an opportunity to do a good deed.
Best part of life in the UAE: The weather. The constant sunshine is amazing and there is always something to do, you have so many options when it comes to how to spend your day.
Favourite holiday destination: Malaysia. I went there for my honeymoon and ended up volunteering to teach local children for a few hours each day. It is such a special place and I plan to retire there one day.
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