The Telecommunications Regulatory Authority (TRA) has obliged Etisalat and du not to add any fees to subscribers' accounts in connection with the purchase of additional services, unless the purchase conforms to the new terms and conditions set by the TRA.

This came after the Commission received many complaints from consumers, during the past months, about the calculation of fees for services they did not participate at all.

In its new provisions (Etisalat and du), the Telecommunications Regulatory Authority has called for appropriate mechanisms for subscribers to use, free of charge, to stop or cancel additional services, noting that in the case of complaints involving the purchase of an additional service, The licensee concerned must prove that the purchase is in compliance with the new terms and conditions, especially with respect to obtaining the consent of the subscriber.

additional services

In particular, the Telecommunications Regulatory Authority (TRA) of the UAE has set new terms and conditions that licensees Etisalat and du of the Emirates Integrated Telecommunications Company (Etisalat) must comply with in cases where consumers purchase additional services, such as applications, games, content and ringtones. As well as third party services, which are charged by the licensee concerned, through the subscriber's account.

In the new terms and conditions, of which Emirates Today obtained a copy, the TRA explained that these provisions apply in cases of purchase, either directly from the licensees or their partners, who are dealers with the licensees, so that fees are charged for the additional services provided. Of such persons by the licensees, through the subscriber's account, whether they are collected immediately by deducting the balance or collected during a later period.

How to buy

These terms and conditions, which are aimed at verifying that the subscriber already subscribes with their full consent, vary according to the method of full purchase, whether they are from a licensee's business center, through a telephone call with the center, or through an interactive electronic communication , Or using the TV remote control or otherwise.

The TRA required licensees to apply certain conditions in cases where an additional service is purchased at the licensee's business center, namely that the subscriber is personally present at the point of sale, that the licensee verifies the subscriber's identity, and that the licensee obtains the subscriber's consent to sign the terms and conditions of service. Add-on.

The licensee is also obliged to provide the subscriber with a written copy of the terms and conditions of the supplementary service, at the point of sale, by mail or through various electronic means, if the subscriber prefers to obtain it in this way, as well as to provide him with all the full details of how to unsubscribe from the additional service. .

Phone call

The TRA also required licensees to apply certain conditions, in case of purchase of the supplementary service via a phone call, most notably the verification of the subscriber's identity by asking the relevant identifying questions, or following other procedures used by the licensee for identification purposes, and to explain to the subscriber the terms and conditions Additional service before the sale, and record the subscriber's verbal consent to the terms and conditions of service, and keep the record of the conversation for a minimum of six months.

password

In the event that the consumer purchases any online service, the regulated licensees are required to notify the consumer of the terms and conditions. The consumer must enter a password for each single purchase, with a 'no' option on the screen to avoid choosing 'yes'. In addition to providing the licensee with a post-subscription confirmation letter and a written copy of the Terms and Conditions of Service.

It noted that licensees must keep records enabling them to prove that a one-time password was used in the purchase, noting that in the event of a disputed purchase or subscription, the licensee concerned may be invited to provide such evidence, if necessary, to demonstrate compliance with the purchase. For these systems.

Fees

Regarding the fees, the TRA obliged the licensees not to add any fees to the subscriber's account unless the purchase of the additional service in question fully complies with the provisions specified by the method of purchase, stating that in the case of complaints or consumer disputes involving the purchase of an additional service, The Licensee concerned must demonstrate that the purchase is in compliance with these Terms and Conditions, particularly with respect to obtaining Subscriber's consent to the purchase.

It stressed that licensees should, to the extent possible, provide appropriate mechanisms for subscribers, for free use, to discontinue or cancel additional services.

Specific provisions in case of purchase via interactive communication

The TRA obliged the licensees to follow specific provisions in the case of purchase of the service via interactive communication, such as SMS or USSD, which includes the licensee's provision of the main terms and conditions of the additional service to the consumer, and confirmation of the consent of the subscriber to purchase the additional service, Through the use of the electronic means of communication itself, a confirmation letter after subscription, and a written copy of the Terms and Conditions of Service.

In case of purchases made using the TV's remote control, the TRA demanded the introduction of a code in each purchase of content, such as movies, video on demand, premium channels, and pay-per-view programs. Enter a default PIN.

• «Telecommunications Regulation» demanded in its new provisions to provide mechanisms free of charge to stop or cancel additional services.