Cold calling in the UAE

We’ve all asked ourselves at least once: How to block unwanted commercial calls?

“Hello, we need to update your bank information to avoid the closure of your accounts. Please provide us with your details.”

Raise your hand if you, in the United Arab Emirates, or elsewhere, have ever answered one of these unwanted commercial calls at some point.

This type of call can occur at any time of the day, and whether you have an Etisalat, DU, or Virgin phone number, they almost always guarantee to interrupt an important meeting or a family moment.

So, how to stop this scourge of unwanted cold calls?

What is cold calling – and where do unwanted calls come from?

Unwanted calls can be telemarketing calls, call center calls, advertising calls where the caller tries to sell you products or services, illegal recorded messages for services you haven’t subscribed to, or spam calls.

The increasing use of Voice over Internet Protocol (VoIP), through which a single computer can make thousands of calls, or companies selling customer databases, has led to an increase in this type of calls.

In 2021, The National found that batches of phone numbers and other personal data were regularly sold to various people, including real estate agents.

What are the laws in force in the UAE?

In 2011, the Central Bank of the UAE banned cold calling, more commonly known as cold calling. This prevented banks and financing companies from offering loans and services to people who had not solicited their business.

However, the practice is widespread in various forms – often under the pretext of pushing people to accept special offers.

In real estate, it is widely used to promote rentals and properties for sale. In January 2022, the Telecommunications and Digital Government Regulatory Authority (TDGRA) launched a service called Kashif, which reveals information to the caller about the caller’s identity before answering the call by displaying the caller’s name instead of just the number, even if the recipient has not saved the caller’s number in their mobile phone (service for private companies only, not for individuals).

Individuals: what strategy to fight against cold calling?

The “Do Not Call” function can block all unwanted calls. It has been in place since September 2022, and telecommunications providers are supposed to have started sending messages to raise public awareness.

Now, all telemarketers must obtain consent from individuals to make promotional calls. They are advised not to call numbers in the DNCR directory without first obtaining the customer’s consent.

Individuals not following the rules will have their number revoked and will be reported to the relevant authorities.

How does it work?

It’s simple. To register your mobile phone number, send an SMS with the message “DNCR” to 1012. This applies to landline, business, and mobile phone numbers. Registration is free and has no expiration date.

Once registered, your number is immediately updated in the registry, and you will stop receiving unsolicited promotional calls within 30 days of the registration date.

If you still receive a call from a telemarketer without consent, you can file a complaint by calling Etisalat customer service at 101 for personal numbers or 800 5800 for business numbers. Those with a DU number can file a complaint by calling 155/188 or by sending an email to customer.care@du.ae for individuals and care.business@du.ae for businesses.

You can unblock calls by sending an SMS “UDNCR” to 1012. You can also send an SMS to 1012 with “Check IDNCR” to check the status of your number.

Despite the challenges posed by cold calling, solutions have been put in place in the United Arab Emirates to counteract this practice. With initiatives such as “Kashif” and the Do Not Disturb Register (DNCR), residents have effective means to block unsolicited calls. Telemarketers are also subject to strict regulations requiring the prior consent of individuals for promotional calls. These measures aim to improve the user experience by reducing disruptions caused by unwanted calls. It is important to know and use these resources to protect your privacy.