Management Systems Policies



Information Security Policy 

The Telecommunications and Digital Government Regulatory Authority (TDRA) is an independent Federal Government entity entrusted to oversee the Telecommunications and ICT sector in the UAE.

TRA is committed towards securing the Confidentiality, Integrity and Availability of information for the day-to-day Business and Technical operations. The security of information and other assets is therefore regarded as fundamental for the successful business operation of TDRA.

TRA has adopted an Information Security Management System (ISMS) comprising of the Information Security Policies, Procedures and Processes to effectively protect data/information of TDRA and its customers from information security threats, whether internal or external, deliberate or accidental. ISMS in TDRA is aligned to the requirements of ISO/IEC 27001: 2013.

The management of TDRA is committed to ensure that:

  • Regulatory and legislative requirements related to TDRA are met
  • The confidentiality of information is protected and prevent disclosure of valuable or sensitive information
  • The integrity of information is maintained to ensure its accuracy and completeness
  • The availability of information is maintained to meet business needs and client’s requirements
  • Business continuity plans are developed, maintained and tested
  • Information security awareness is provided to all TDRA employees
  • Incident management process is established and implemented to ensure that all breaches of information security, actual or suspected are reported and investigated
  • Risks are mitigated to an acceptable level through a risk management framework
  • The information security management system is continually improved
  • Appropriate resources are allocated in order to implement, operate and review an effective Information Security Management System
  • All stakeholders are responsible for implementation of respective security policies and procedures within their area of operation, and oversee adherence by their team members


TRA management acknowledges the need of continual improvement and has introduced various methods to ensure that effectiveness and continual improvement of the processes are achieved.

TRA shall follow a formal disciplinary process for employees who have allegedly violated the information security policies and procedures.

TRA shall ensure that the review of the Information Security Policy and related documents is performed at least on an annual basis or when significant changes occur to ensure suitability, adequacy, and effectiveness of the ISMS framework.

IT Service Management system Policy

The Telecommunications and Digital Government Regulatory Authority (TDRA) is an independent Federal Government entity entrusted to oversee the Telecommunications and ICT sector in the UAE.

TRA service providing departments and initiatives are committed towards delivering the IT services for the day-to-day business operations of their respective customers. The availability of the services is therefore regarded as fundamental for the successful business operation of the customers. This IT Service Management System policy is a key component of TDRA IT service framework and shall be considered along with TRA's specific and more detailed ITSMS policies, procedures, standards and guidelines.

The Director General shall have overall authority and responsibility for the implementation and management to the IT Service Management system. In particular, the Director General is committed to ensure that:

  • ITSMS Scope, policy and objectives are established and communicated to interested parties
  • Service requirements are identified, documented and fulfilled
  • Compliance with statutory, regulatory and contractual requirements, as well as with all identified service requirements is ensured
  • Sufficient resources are provided for the ITSMS based on the identified requirements for compliance with the ITSMS and adequate service provision
  • Management reviews are conducted as planned
  • Risks to new or changed service are managed and assessed
  • Performance and improvement reports are submitted to TDRA Management

TRA shall establish a Committee (IMS Committee) to oversee and manage the ITSMS, raising awareness of IT Service 
Management, approving the ITSMS changes and providing guidance on the development of ITSMS policies and procedures.

An annual cycle shall be used to set service management objectives, in order to coincide with the budget planning cycle.

A clear definition of the service requirements shall be agreed and maintained with the customers of the IT service(s) so that all IT service management activities are focused on the fulfilment of those requirements.

TRA is committed to continual improvement of the ITSMS. It is through the continual improvement process that the effectiveness of this policy and its associated processes will be maintained and improved.

TRA shall follow a formal disciplinary process for employees who have allegedly violated the ITSMS policies and procedures.

TRA shall ensure that the review of the ITSMS policy and related documents is performed at least on an annual basis or when significant changes occur to ensure suitability, adequacy, and effectiveness of the framework.

Quality, Health, Safety and Environment System Policy

The Telecommunications and Digital Government Regulatory Authority (TDRA) is an independent Federal Government entity entrusted to oversee the Telecommunications and ICT (Information Communication Technology) sector in the UAE. The objectives of the TDRA include: ensuring adequacy and enhancement of Telecom and ICT services throughout the UAE; establishing and implementing a regulatory framework; and promoting the UAE as a regional ICT hub.

The TDRA shall strive to enhance quality of its services; promote E-Government; protect consumer interests; raise public awareness; encourage investment; innovate and facilitate growth in the Telecom and ICT sector. The TDRA shall also promote and protect the interests of UAE Telecom and ICT sector at national, regional and international forums.

The TDRA shall strive to excel in all aspects of its operations. The TDRA shall strive for achieving due standards of QHSE in all internal as well as customer centric processes. The TDRA is committed to comply with applicable compliance obligations including and not limited to federal laws and regulations issued from time to time. The TDRA shall strive to protect environment and ensure occupational health and safety by management of its energy consumption, controlling waste generation, prevention of pollution and prevention of injuries/accidents and/or ill-health as part of its responsibilities towards its employees and society at large. TDRA understands the risks that arise out of its operations and commits to having an effective risk management process in place. TDRA is committed to eliminate the occupational Health & Safety hazards and risks from its activities. TDRA shall use the QHSE policy as a framework for setting ob-jectives for its management systems. The TDRA shall deliver these commitments through implementation of best practices and continually improving the performance of the QHSE management system.


The TDRA shall ensure that all employees are aware of and play their role in the successful implementation of the QHSE management system; Employees shall consult and participate in any QHSE related events including any emergency mock-drills; immediately report any unsafe conditions to their supervisors or QHSE representatives and not take risks that could affect the environment and/or their own or other persons’ occupational health and safety. Employees shall be responsible for energy, water and paper consumption.


The TDRA shall ensure that the QHSE policy is communicated, understood and applied within the organization to every employee and display it in prominent locations as required. The TDRA shall bring the QHSE policy to the attention of any external party associated with the TDRA such as its customers, external providers and visitors, as required and to any other interested parties including members of the public. The TDRA shall review the QHSE policy annually.

Energy Policy

The TelecommunicationsRegulatory Authority(TDRA) of the United Arab Emirates(UAE) strives to use energy in the most efficient, cost-effective,and environmentally responsible manner possible.

Under this policy, the energy management plan will play a ley role in supporting TDRA strategy to maximize profitability, strengthen TDRA competitive position, and provide customerswith the highest quality products.

The energy policy shall state TRA's commitment to achieving energy performance improvement. Top management shall define the energy policy and ensure that TDRA abides by it. Additionally, TDRA commits to achieve the following objectives:

  • Reduction of Greenhouse Gas (GHG)— Carbon Dioxide (Co2)— Emissions via proportionally reducing energy consumption.
  • Demonstrating commitment to achieve sustainable infrastructure via using efficient loads& smart monitoring systems.
  • Maximizing the energy performance; reduce operating expenses, and increase shareholder value by actively and responsibly manage energy consumption efficiently. To achieve the objectives, TDRA has complied with the fulfillment of the following acts:
  • Compliance with all UAE Federal Energy Laws, Legal requirements, Regulations, and Codes of Practices issued by Ministry of Energy and affiliated bodies.
  • Consolidating applications of local authorities' standards for existing operations, upgrading and new developments, working actively with resolutions to reduce consumption.
  • Committed towards the compliance of Energy Management System established and utilizing the continual improvement opportunities identified.
  • Committed to provide required resources in the form of human, infrastructure, equipment, tool and information related to Energy Management System on its purpose, requirements, practice, results, changes required and amended in the practices to the members of the organisation.
  • Operating practices that seek to minimize impact through work and management practices, continual improvement, training and the use of new technologies.
  • Committed for procurement of efficient-energy-products and services, and design for energy performance improvement, that factor in total lifecycle cost and energy saving.
  • Improving employee's awareness and encouraging the sharing of experiences and expertise.
  • Management review of energy objectives and targets
  • Communication of this policy among the members of the organisation.
  • Introducing Innovated-solutions with collaboration of major UAE flag ship projects in field of renewable energy, within the energy providers, and with other relevant bodies, community groups and neighbors about energy management matters of common concem.

TRA will endeavor to meet an energy management target to reduce energy intensity of its buildings inline with the UAE Vision 2021, National Agenda, Sustainable Environment and Infrastructure. This policy shall apply to all of TRA's facilities, employees, and contractors in service to TDRA sectors.

TRA shall review the Energy Policy annually and shall be updated, if it is required.

Customers Satisfaction Policy for Complaints Handling and Disputes Resolution

This Policy aims to provide different mechanisms to meet the customers’ needs, and to ensure that complaints are dealt with in an efficient and flexible manner, in line with TRA’s policy on the right of its customers to complain, and welcoming them as feedback to develop and improve services provided to customers.

Therefore, we ensure that all companies and proposals are considered in line with the best practices in this field. We welcome all the suggestions and complaints of our customers due to their important role in the continuity of building and developing our services.

The core of the Policy

In line with the directives of TRA’s Leadership to respond to complaints and dispute resolutions issues in an efficient and effective manner, the TDRA is committed to the following principles when considering customers’ complaints:

Clear vision, easy communication, quick response, objectivity, confidentiality, customers’ needs orientation, accountability and continuous improvement; and to act transparently, fair, proportional and non-discriminatory when solving interconnection disputes.

Scope of the Policy

This Policy applies to all disputes, complaints and suggestions made by customers about provided services by the Customer Happiness employees in TRA, and all available service channels.

Monitoring and reviewing the Policy of Complaints and Dispute Resolution

TRA shall inform any external party associated with TDRA about the complaints and dispute resolution system, such as the stakeholders, customers, employees, visitors as required, and any other concerned parties. TDRA shall conduct periodical review of the Complaints and Dispute Resolution Policy.

The Asset Management Policy

The Telecommunications and Digital Government Regulatory Authority (TDRA) of the United Arab Emirates (UAE) is committed to establish an effective Asset Management System, while complying with all legislative and regulatory requirements, and ensuring that all activities are performed in a safe and sustainable manner.

To meet this commitment, TDRA will fulfill the following:

  • Commits to identify all the issue pertaining to Asset Management System, based on which objectives will be prepared.
  • Ensure compliance with all applicable requirements applying to physical assets and asset management.
  • Ensure that all Asset Management decisions and activities are in line with TRA’s policies and interact with other standards.
  • Ensure that Asset Management decisions are aligned to meet the needs of all stakeholders and also consider the applicability between all organizational functions that affect Asset Management, including but not limited to Projects/Engineering, Procurement, Maintenance and Supply.
  • Ensure that TDRA assets are managed in accordance with recognized asset management techniques that consider the achievement of both short term and longer term business objectives
  • Maintain assets in such a manner that they continue to meet operational requirements for the duration of their expected life.
  • Continually improve Asset Management processes and performance.
  • Measure, monitor and review asset management performance.

The TDRA shall review the Asset Management Policy annually and update whenever deemed necessary.