UAE telecom service providers offer various channels through which the public can communicate to report such incidents, including customer service call centers, live chat services on websites and other channels affiliated with the operators.
The Telecommunications and Digital Government Regulatory Authority (TDRA) has urged the public to notify UAE telecom service providers in case of loss or theft of their mobile devices, especially considering the growing significance of these devices in daily life. TDRA seeks to raise awareness regarding the following procedures for reporting the loss or theft of a mobile phone.
After the incident is reported and the person’s identity is verified along with the lost or stolen device’s details, the service provider communicates the blocking terms and conditions to the customer. Upon approval, the provider adds the device’s IMEI to the blacklist. Within 24 hours of receiving the report, the provider initiates the block, preventing the device from connecting to any wireless network in the UAE. This timeframe also applies to unblocking the device if it’s found and recovered.
TDRA also emphasizes the significance of individuals employing all available protective measures to safeguard their mobile devices in case of loss or theft. These measures include setting a password, activating two-step verification, enabling the fingerprint or facial recognition feature, and activating the device-tracking feature.
Commenting on this topic, Eng. Saif Bin Ghelaita, Director of Technology Development Affairs, TDRA, said, “By implementing the procedures for reporting the loss or theft of mobile phones, TDRA seeks to raise awareness on how to respond in such situations. This effort contributes to enhancing the security and well-being of the Emirati community, an aspect of paramount importance to the UAE Government and its wise leadership.”
Bin Ghelaita added, “The surge in electronic services, both in government and the private sector, has led the majority of users to depend primarily on mobile phones for a wide array of transactions. These transactions encompass governmental processes, financial payments, and service applications. Consequently, there was a need to introduce more services and implement additional measures, ensuring the safeguarding of customers’ security and privacy.”
TDRA highlights that the procedures for reporting the loss or theft of mobile phone devices to the service providers are precautionary measures. Customers are also advised to liaise with the competent security authorities. These measures fall within TDRA’s efforts in regulating the telecommunications sector in the UAE, aiming to streamline the subscribers’ experience, and enhance customer happiness in relation to telecommunications services.
