When a resident has problems with either etisalat or du, help is at hand.
etisalat customers can make a formal complaint by contacting its customer care centre. Call 101 while in the UAE and +971 4004141 outside the country.
You can also email firstname.lastname@example.org or email@example.com.
The agent will register your complaint under a reference number. You have to indicate the type of problem and phone, or account number.
du's consumer mobile customers can call 155 direct from their mobile, 800 155 from any UAE phone, or +971 555 678 155 from overseas.
Home services customers can call +971 4390 5555 from any phone. Both home services and consumer mobile customers can email firstname.lastname@example.org, or fax +971 4365 6555.
All enterprise customers can call 188 direct from their du mobile, 800 188 from any UAE phone, or +971 4369 9188 from overseas.
Enterprise mobile concerns can be emailed to email@example.com, or faxed to +971 4369 9911. Fixed and other service enquiries can be emailed to firstname.lastname@example.org, or faxed to +971 4391 8867.
A du customer can also lodge a complaint at their nearest du shop.
Once a complaint has been made, the company will issue a "trouble ticket". Non-billing enquires should be solved within the three-day service level agreement (SLA), and seven days for billing enquiries.
If a case is not resolved within the SLA, du home services customers can make use of the 'Direct to the CCO' channel. This sends the case to Farid Faraidooni, du's chief commercial officer. Customers can send their trouble ticket number to FaridF@du.ae or by SMS to 1515, from a du mobile.