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Etisalat Customer Service Charter

Our vision: Drive the digital future to empower societies

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, providing fixed, mobile, data and internet services for private and business customers, as well as other business-oriented services.

  • We will be respectful and courteous 
  • We will provide you with accurate information 
  • We will constantly improve and simplify our processes to serve you better 
  • We will have helpful and professional team members capable of fulfilling your needs 
  • We will provide you with multiple service channels to ensure easy and convenient access to our services 
  • We value your time and we will serve you in a timely manner
  • We will safeguard your personal information and ensure secure interaction at all our touch points
  • We will understand and respond to your concerns
  • We will always welcome and value your feedback
  • Treating our employees with respect
  • Explaining and clarifying your needs and requirements as clearly as possible
  • Providing original identification documents when requested
  • Complying with UAE laws and regulations, and the terms and conditions governing our services

Excellent customer care is the foundation of Etisalat’s business. We are committed to providing you with the highest quality of services and products, aiming to always meet or exceed your expectations and needs. If you are dissatisfied with any of Etisalat’s services, please share your feedback with us so that we can quickly address your concerns and continue to improve ourselves.

How to make a complaint

If you would like to lodge 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 resolve your concerns and complaints promptly.

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