scribers. In the same lines, mobile phone
subscribers rose from 14,619,505 to
17,189,209 with a 17.6%. Internet users
rose from 1,003,406 to 1,080,729 sub-
scribers with a 7.7%.
Over the same period, mobile phone pen-
etration rates rose from 176.9 to 203.7,
which is a remarkably high rate. Broad-
band Internet average speed is also in-
creasing.
What is TRA’s role in enhancing com-
petition among operators?
TRA seeks to enhance competition inside
the telecommunications sector, a key role
by TRA. This requires licensees to offer
certain measures like BITSTREAM and
transfer of mobile phone numbers.
TRA have worked closely with licensees
to ensure successful implementation of
the BITSTREAM service.
It also intervened in a number of negotia-
tions where the licensees failed to reach
an agreement or when TRA required ser-
vice-specific requirements.
What steps does TRA take to address
consumer complaints?
TRA runs the consumer complaint sys-
tem, aiming to achieve customer sat-
isfaction. When a consumer files a
complaint with regard to an ICT service
provision and relevant products, and the
service provider does not resolve the is-
sue in a way that satisfies the customer,
the customer may escalate the complaint
to TRA.
TRA then reviews the complaints and
contacts the respective service provider
on behalf of the consumer. TRAalso care-
fully reviews the response of the service
provider. If it finds that the responses and
procedures taken by the service provider
are unsatisfactory, it shall give additional
guidance and instructions to them. If the
solution proposed by the service provider
is found to be sufficient, TRA shall inform
the consumer of its findings and close
the case. If the consumer is unsatisfied
with these findings, the case shall be re-
opened and more instructions shall be
given to the service provider.
How many price revision requests
were placed by operators since early
2014? How many requests were ap-
proved by TRA?
Since early 2014 until 16 September
2014, TRA reviewed 163 price revision
requests placed by the licensees and ap-
proved only 137 requests.
Many see that UAE prices are higher
than other GCC countries, what do
you think?
On the contrary, UAE prices are among
the lowest in the GCC. This came in the
annual price benchmarking study carried
out by AREGNET. According to the study,
the UAE prices rank lowest in the GCC
on PSTN baskets (low and high speeds).
UAE prices rank second lowest in the
GCC on medium speed PSTN baskets.
My Number My Identity
Can we say that all active mobile num-
bers in the UAE are registered?
All active phone numbers are registered
at service providers except cases pend-
ing registration or deacti-
vated services, which
account for only
2%.
What are the total registered numbers
in My Number My Identity in the UAE
according to TRA’s latest statistics?
There are currently 24,228,423 regis-
tered numbers.
How does the registration of numbers
maintain subscribers’ rights and in-
terests and protect the sector against
security breaches?
The My Number My Identity campaign
has contributed in enhancing user data-
base at service providers. It was noted
that the number of fraud and call harass-
ment cases and complaints decreased.
In the past, SIM cards were used by
unidentified people, causing legal con-
sequences for the SIM card’s principal
owner. Therefore, TRA set out the legal
liability of users for their registered num-
bers.
5
October
2014
