Etisalat Customer Service Charter


In 1976, etisalat started its mission of providing telecommunication services in the UAE. Since then, it has grown its modern telecom infrastructure and established itself as an innovative and reliable operator. Across the UAE, it provides fixed and mobile services along with data and internet services for private and business customers, as well as other business oriented services.

Our commitment to you

1. We will be respectful and courteous.
2. We will provide you with accurate information.
3. We will constantly improve and simplify our processes to serve you better.
4. We will have helpful and professional team members capable of fulfilling your needs.
5. We will provide you with multiple service channels to ensure your easy and convenient access to our services.
6. We value your time and we will serve you in a timely manner.
7. We will safeguard your personal information and ensure secure interaction at all our touch points.
8. We will understand and respond to your concerns.
9. We will always welcome and value your feedback.


1. Treating our employees with respect.
2. Explaining and clarifying your needs and requirements as clearly as possible.
3. Providing original identification documents when requested.
4. Complying with UAE laws and regulations, and the Terms and Conditions governing our services.

Complaint Handling Processes

Excellent customer care is the foundation of etisalat’s business. Etisalat commits to providing you with the highest quality of services and products. Its goal is to always meet or exceed its customers’ expectations and needs. If for any reason you are dissatisfied with etisalat’s services, we would appreciate it if you informed us. Contacting us gives us the opportunity to continually improve our services and enables us to quickly address any problem you are experiencing.


For more information, please see our Code of Practice and General Terms and Conditions for both Consumer and Business, available on or any other communications channels stated in our General Terms and Conditions (Business or Consumer).


If you would like to make a formal complaint, please contact our Customer Care Centre available 24/7, or visit etisalat’s Business Centres, service centres and outlets. Etisalat’s customer service representatives are highly trained to help you in resolving your concerns and complaints promptly. If your complaint was not resolved, our customer service representatives will file a formal complaint on your behalf.
You can reach our Customer Care Centre representatives through the following:

Contact Details
Telephone numbers (24/7) - Free calling number for private users in the UAE: 101
- For private users outside the UAE: +971 800 2 300
- Free calling number for business users in the UAE: 800 5800
- For business users outside the UAE: +971 800 5800

Download the etisalat Customer Service Charter