Service Manual

Guide
@THEUAETRA
Version 4.0
www.tra.gov.ae Issue Date: 04 October 2017
 Customer Service Manual

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 Service The series of activities or procedures undertaken by the TRA or its deputy to fulfill customer needs.

Service Manual List of services provided by an entity to customers.

Key Service The primary service provided by the TRA followed by a set of sub and amended services.

Government services can involve different changes based on the type of customer or service goal. Such
Sub Service
services are generally provided by the same process or by making a slight change to it.
Customer Classifi- Process of dividing customers into homogeneous groups (categories) with different needs, properties or
cation behaviors, including their understanding of the way with which they are treated and how it impacts them.

Definitions Service Description A brief explanation about the service.

Process /
The main process of service delivery.
Service Steps

Service Delivery Any means of communication or interaction between customers and the TRA through which the customer
Channels can access the required services.
Time Required to The time period from accepting the customer service request to fulfilling the request for the
Obtain the Service desired service.

Target Customer The target customer group of the service.

Groups (Audience)

Service Fees Money paid by the customer to be provided with a service.

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 • Document and list services provided through service channels in the TRA to the different customers.

Service Manual
• Define and describe the services provided by the TRA.

• Classify the service and group services into categories.

Targets • Determine service conditions and requirements.

• Identify procedures and steps for submitting applications.

• Determine service limitation.

• Identify service delivery channels and services provided by each channel.

• Time required to be provided with a service.

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 This manual shall be applied to the various service delivery channels of the TRA.

TRA departments providing services

The TRA consists of 3 sectors and 14 departments:

Chairman

ICT Fund
Board of Trustees
Board’s Committees
ICT Fund
TRA Board of
Directors
Board’s General Internal Audit & Risk
Secretariat Management
Strategic Planning
Section
Director Corporate Development Quality & Excellence
Legal Affairs Dept. Department
General Section

Area of Implementation
International Affairs
Section

Deputy Director General for Information & Deputy Director General for Support Deputy Director General for Telecommuni-
E-Government Sector Service Sector cation Sector

Spectrum
Policy & E-Government Corporate Human Technology Regulatory
Development Administration Finance Management
Programs Operations Communications Capital Development Affairs Affairs
Department Department Department
Department Department Department Department Affairs Dept. Department Department
Policies, Wireless
Portal Infrastructure General Treasury Regulatory Spectrum
Planning & Marketing HR Planning Networks &
Management Management Service Management Policies Monitoring
Standards Section Section Service
Section Section Section Section Section Section
Section Section
Media & Spectrum
Market/Sector Employee Internal IT Type Economic &
National Cloud Service Public Accounting Planning &
Development Relations Support Approval Competition
CERT Section Relations Section Allocation
Section Section Section Section Section
Section Section

.ae Domain Application Customers Talent Procurement Financial Telecom Consumer Spectrum
E-Commerce Reporting & Infrastructure
Name Management Happiness Management & Contracts Affairs Services
Section Budgeting & Standards
Section Section Section Section Section Section Infrastructure Section Section

Technologies
Licensing
& Planning
Section
Section

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Service Delivery Channels Client Groups:
Clients in the TRA are categorized into 4 groups:
Service Centers
• Head Office-Abu Dhabi-Al Salam St. Government Categories:
• Dubai Office-Al Wahida St.- Al Mamzar Includes federal and local Emirate government entities.

Website: Business Sector:

http://www.tra.gov.ae/ Various private or public organizations or companies.

Email: Individuals:
info@tra.gov.ae All members of the community having a direct relationship with TRA.

Post Office Box: Service Categories and Types:

PO Box: 26662 Abu Dhabi, United Arab Emirates
PO Box: 116688 Dubai, United Arab Emirates Service categories are divided into 3 types:
• Government Services: Services provided by federal entities to other government entities whether federal or local
• Business Sector Services: Services provided by the federal government to the business sector.
Telephone Contact:
• Services for Individuals: Services provided by the federal government to individual customers.
Contact Center: 80012

Fax:
Abu Dhabi, United Arab Emirates, Fax: +971 2 7772229

Social Media:

@THEUAETRA

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Services Spectrum authorizations and licenses for maritime radio services

a key service provided to spectrum users in UAE to issue spectrum authorizations and licenses for radio services,
Service Description including: • Radio Station on Board Picnic Boat • Radio Station on Board Fishing Boat
Registration and approval of telecom equipment (with testing)

A sub service from a key supplier service involving registering telecom equipment before they are imported to the Service Category and Type • Services for the Business Sector • Services for Individuals
Service Description UAE in accordance with the laws and regulations / It is requested before selling devices in UAE markets.
- Fill out the application and attach required documents
Service Category Business Sector Services - Security approval for some radio services
and Type - For every commercial establishment importing or manufacturing telecom equipment and registered with the TRA Service Requirements - International coordination for some radio services
• - Fees payment
• Submit application through a company registered under the electronic type approval system:
1. Electronic application for registering telecom equipment. 2. Provide the required technical documents:
Service
• Technical datasheet. • Conformity declaration: Sign a letter with a list of standards (EMC, ETSI, ISO, ITU etc.) - Request online username
Requirements corresponding to the product. • Support letters from manufacturers or authorized dealers. - Fill out the electronic form and submit it along with the required documents
• for GSM equipment: • IMEI letter of conformity. • List of approved IMEI's. Procedures and steps - Pay outstanding fees in due date
Procedures and Steps For • Sign-in with current password and passcode. • Fill out the electronic form for registering telecom equipment. for submitting - Receive authorization or license
Submitting Applications • Pay service fees. • Application review by TRA. • Obtain the service. applications

Link With
Registration of suppliers of telecommunication equipment.
Other Services

Service Limitation Companies registered as telecom equipment suppliers by the TRA. Link With
Other Services n/a.

Service Delivery • Customer Happiness Center.

Channels • Website https://ta-web.tra.gov.ae/tas/ Service Limitation The complaint should be legally acceptable and within the powers of the TRA as determined in the Telecom Law.

Average Time Required Service Delivery Channels • Website • Customer Happiness Center
Within 3 working days.
to Deliver a Service
Average Time Required • 1 working day
to Deliver a Service
Target Audience Business sector.
Target Audience • Government categories • Business Sector • Individuals
Service Fees • Register / renew telecom equipment. • AED 500 for 3 years. • AED 100 for renewable.
Service Fees n/a.

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 Renew authorizations or licenses of spectrum services Modify a spectrum authorization or license

About the Service Supplementary service to renew authorizations or licenses of all spectrum services About the Service Complementary service to modify spectrum authorization or license

Service Package n/a Service Package n/a

Service Delivery Time 3 Days Service Delivery Time 20 days

Target Audience Individuals, business sector, and government Target Audience Individuals, business sector, and government

1. Access user account through TRA website (www.tra.gov.ae)

1. Access user account through TRA website (www.tra.gov.ae)
2. Fill in application form for modifying spectrum authorization or license available on the website and attach it to
Service Steps 2. Renew spectrum authorization or license
Service Steps the Service Steps electronically.
3. Pay the outstanding spectrum fees within the specified period in accordance with the Spectrum Fees Regulation.
3. TRA validates the application, allocates the appropriate frequency and coordinates with concerned entities (if necessary).
4. TRA issues the spectrum authorization or license and submits it to the applicant electronically
4. Pay the outstanding spectrum fees within the specified period in accordance with the Spectrum Fees Regulation.
5. TRA issues the spectrum authorization or license and submits it to the applicant electronically.

Service Steps n/a 1. A copy of the previous spectrum authorization

Service Steps 2. A letter from the supplier mentioning equipment details along with serial number (in case of adding new equipment)

Service Fees According to the Spectrum Fees Regulation Service Fees According to the Spectrum Fees Regulation

Terms and Conditions 1. Service application submission Terms and Conditions 1. Fill in the application form and submit the required documents
of the Service 2. Spectrum fees payment 2. Pay spectrum fees
of the Service

E-Service Link or Service E-Service Link or Service

http://www.tra.gov.ae/ar/services-and-activities/frequency-spectrum-management/details.aspx#services http://www.tra.gov.ae/ar/services-and-activities/frequency-spectrum-management/details.aspx#services
Locations (Emirate - Branch) Locations (Emirate - Branch)

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 Consumer dispute resolution with telecom services providers

A sub service from customer relations service available to consumers of telecom services in the UAE aiming to assist
Cancel a spectrum authorization or license Service Description them in resolving any dispute that may emerge between them and telecom service providers.

Service Category and Type • All consumers of telecom services in the UAE
About the Service Complementary service to cancel a spectrum authorization or license

• Your contact details: (Full name, contact number, email address);

Service Package n/a • Your ID: Copy of valid emirates ID (both sides), or copy of valid passport; for companies: Copy of Power of
Service Requirements Attorney and business license. • Complaint reference number provided by the service provider:
• Disputed account number (mobile number, landline, internet username, etc.); • Written description about the
Service Delivery Time 3 Days complaint; • Any supporting documents (copies of all correspondences from the service provider, invoices, etc.);

Target Audience Spectrum users from individuals, business and government sectors The consumer must follow these steps: • File a complaint with your service provider according to its consumer
complaint procedures. Where the service provider must: • Notify the consumer about receiving the complaint
• Provide the consumer with a case number. • Investigate the complaint within a reasonable time and inform the
consumer about the final outcome. • In the event that the consumer is not satisfied with the outcome or if there is
6. Access user account through TRA website (www.tra.gov.ae) Service Steps no outcome then the consumer can escalate the complaint to the TRA along with the required documents to settle
Service Steps 7. Fill in application form for canceling a spectrum authorization or license available on the website and attach it to it according to TRA's Consumer Dispute Resolution Procedures by: • Submitting a complaint through the different
the Service Steps electronically service delivery channels. • Attach customer ID/ Business license for companies. • Attach supporting documents
8. TRA will validates the application. of the complaint (if any). • Receive a solution to the complaint.
9. TRA will cancels the spectrum authorization or license and will inform the applicant electronically. • Request reopening the case when there is new evidence or dissatisfaction with the provided resolution.

Link With
Service Steps 3. Letter from the company stating the cancellation request Other Services n/a.

Service Limitation The complaint should be legally acceptable and within the powers of the TRA as determined in the Telecom Law.
Service Fees n/a
Service Delivery Channels • Customer Happiness Center • Fax. • Website. • Email. • Contact Center.
Terms and Conditions 3. Fill in the application form and submit the required documents
Average Time Required We provide this service as soon as possible. TRA seeks to resolve consumer disputes within 5 working days but
of the Service to Deliver a Service some cases may require more time depending on their complexity.

E-Service Link or Service Target Audience • Individuals

http://www.tra.gov.ae/ar/services-and-activities/frequency-spectrum-management/details.aspx#services
Locations (Emirate - Branch)
Service Fees n/a.

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 Submit feedback (complaint) Submit an enquiry

A sub service from a key customer relations service for submitting complaints or feedback on the Authority
About the Service About the Service A service to provide a inquiry about TRA services.
(like: TRA services, employees .. etc.)

Service Package n/a

Service Package n/a
Service category
and type Sub/info service
Service type & category Sub-service / Informational
Service Delivery Time 5 working days

Expected Time 3 working days

Target Audience Individuals Businesses Government

- Submitting a complaint through the different service delivery channels. Target Audience - Individual - Corporate - Government Entity
- Attach ID for individuals and business license for companies.
Service Steps - Attach any supporting documents (If any)
- Submitting the inquiry through the different service delivery channels.
- Obtain complaint resolution Service Process - Receiving the response.
- Request reopening the case when there are new evidences or dissatisfaction with the provided resolution.

Service Limitation and n/a Service Limitation N/A

Link with Other Services & Linkage
- For individuals: Copy of ID (both sides) or copy of passport.
Service Steps Service Requirments N/A
- For companies: Letter of authorized signatory plus a valid business license.

Service Fees n/a Service Fee N/A

Terms and Conditions n/a Terms & Conditions N/A

of the Service

E-Service Link or Service - Customer Happiness Centers (Dubai/Abu Dhabi) - Website (www.tra.gov.ae) - E-mail (Info@tra.gov.ae) E-Service Link or Service - Customer Happiness Centers (DXB/ AUH) - Website (www.tra.gov.ae) - Email (Info@tra.gov.ae)
Locations (Emirate - Branch) - Toll free (80012) Locations (Emirate - Branch) - Contact Center (80012)

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Submit a suggestion

About the Service A service for submitting a suggestion to the Authority.

Service Package n/a

Service type & category Sub-service / Informational

Service Delivery Time 14 working day

Target Audience - Individual - Businesses - Government entities

- Submitting the suggestion through the different service delivery channels.

Service Steps - Obtain the response.

Service Limitation & N/A

Link with Other Services

Service Steps N/A

Service Fee N/A

Terms & Conditions N/A

E-Service Link or Service - Customer Happiness Centers (DXB/ AUH) - Website (www.tra.gov.ae) - Email (Info@tra.gov.ae)
Locations (Emirate - Branch) - Contact Center (80012)

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 TRA provides several service packages in collaboration with other entities:

- The Authority provides several service packages in the center in collaboration with other entities:
Service • Spectrum licensing for fishing and picnic boats -individuals
• Consumer dispute resolution with telecom services providers - Individuals and business sector

Packages - Required information about the packages is available through all service delivery channels

Required information about the packages is available through all service delivery channels.

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 Customer Service Manual

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