Operate responsibly | Sustainability | About us | du™

As our network expands to support 5G and increased wireless traffic, we remain committed to enhancing energy efficiency across our base transceiver stations and data centres. By integrating renewable energy solutions, optimising infrastructure, and reducing emissions, we are driving meaningful progress towards our sustainability goals.

In 2024, our sustainability initiatives contributed to a total CO2 reduction of 8.6 Ktons, the equivalent of planting 343,060 trees. Our key programmes included: ... Read more

• Solar on tower – Installed at 90 sites across our network, with plans to expand further. These installations saved 603 tCO₂, reducing reliance on traditional energy sources while supporting cleaner operations.
• Solar on the ground – Operating at 79 sites, these installations generated 11,317 MWh of energy savings, eliminating 3.05 KtCO₂ emissions and reducing diesel consumption by 14,400 litres – the equivalent of 122,000 trees planted.
• Lithium hybrid systems – Deployed at 209 sites, this initiative saved 14,952 MWh of energy, reduced CO₂ emissions by 4.03 KtCO₂, and eliminated 7,200 litres of fuel consumption, translating to 161,200 trees planted.

Beyond emissions reduction, we continue to innovate in energy efficiency across our facilities:

We continue to track our Scope 1 and Scope 2 emissions, ensuring transparency and accountability in our environmental impact. In 2024, total GHG emissions increased due to expanded network infrastructure and rising energy demand. However, we continue to implement energy-efficient solutions, renewable energy projects, and emission-reducing initiatives to mitigate our footprint and move towards meeting our commitment to achieve net zero Scope 1 and 2 emissions within our operations in the UAE by 2030 and Scope 3 by 2050.
... Read more While Scope 1 emissions rose primarily due to increased diesel consumption and refrigerant usage, Scope 2 emissions increased alongside electricity demand from data centres, mobile sites, and retail operations. Despite these challenges, our ongoing solar energy expansion, hybrid generator deployment, and free cooling systems are actively reducing carbon intensity across our operations.
This report provides a year-over-year comparison of our emissions data, highlighting areas of progress and reinforcing our strategic focus on reducing energy consumption, transitioning to greener alternatives, and driving long-term sustainability.
 

We have implemented a range of energy efficiency initiatives across our non-technical sites to reduce power consumption, optimise resource use, and lower emissions. By continuing to enhance energy efficiency across our operations, we are not only reducing operational costs but also contributing to the UAE’s Net Zero ambitions.
... Read more To improve energy management, we deployed a Building Management System (BMS) at du HQ, which provides real-time energy monitoring and automates temperature adjustments to 26°C during non-business hours, leading to significant energy savings. Additionally, we have upgraded cooling systems by integrating energy-efficient air-conditioning units and free cooling technology, leveraging natural airflow to reduce reliance on mechanical cooling.
We have also introduced LED lighting upgrades across stores, offices, and warehouses, ensuring long-term energy savings while supporting our sustainability goals. Motion sensor technology was implemented to ensure lighting is only used when necessary, reducing unnecessary power consumption in areas with fluctuating occupancy.
To enhance insulation and thermal efficiency, we installed 3M sunscreen films on all windows at du HQ, reducing solar heat gain and easing the load on HVAC systems. This initiative led to a 4.7% decrease in electricity use and an 8.2% reduction in chilled water consumption, improving both sustainability and employee comfort.
Additionally, we engaged employees in energy-saving initiatives at Virgin D3 offices and the Fujairah Call Centre, raising awareness about conservation efforts and encouraging habits such as turning off lights and equipment when not in use. We also installed a daylighting system at du HQ, using advanced sensors to adjust artificial lighting based on natural light levels, further enhancing energy efficiency and workplace comfort. By implementing these initiatives, we continue to optimise energy use across non-technical sites, improve sustainability performance, and contribute to long-term environmental goals.

Our commitment to minimising waste, reducing landfill dependency, and promoting recycling is at the core of our sustainability strategy. In 2024, we built upon our existing waste management initiatives that were launched in 2023, making measurable progress in plastic reduction, food waste composting, and green cleaning practices.
... Read more Our Waste Management Plan, launched in December 2023, set an ambitious goal of diverting 30-50% of waste from landfills over the next three years. In 2024, we have been successful in achieving our target and have steadily increased the percentage of waste diverted from landfill sites over the year.
Employee training and education play a crucial role in achieving this target, ensuring better waste segregation and recycling habits across our offices. To further optimise waste collection, we are digitalising our waste disposal processes through the Wastek app, enabling more efficient tracking and management.
A recent waste study revealed that each du employee generates an average of 0.22 kg of waste daily. The total waste generated by du in 2024 was 255,623 kg, with 192,054 kg (around 75%) categorised as general waste, 20,685 kg (approximately 7.4%) as food waste, and 42,884 kg (about 15.5%) as recyclables. Looking ahead, we are committed to boosting the diversion rate by refining waste segregation practices and launching targeted awareness campaigns.

As part of our commitment to minimising organic waste, we have installed an on-site food composter at our headquarters in Dubai Hills and partnered with a contractor at our office in Dubai International Academic City (DIAC) to process food waste into compost. In 2024, we generated 20,685 kg of food waste, all of which was transformed into 5,171 kg of compost. This initiative helped prevent approximately 25,335 kg of CO₂ emissions from entering the atmosphere. Additionally, employees are able to use the compost in their home gardens, fostering soil health and promoting greener communities.

Following the successful implementation of Sprudel/No More Bottle Water Dispensers across all our facilities, efforts to phase out 5-gallon water bottles led to a 90% decrease in their usage, significantly reducing plastic waste and lowering our environmental footprint. We are also looking to reduce single-use plastics across our operations through innovative designs of products such as the eco-friendly tourist SIM, which is fully recyclable and eliminates the disposal of thousands of temporary SIM cards.

We have fully embraced green cleaning practices across all commercial sites, reinforcing our commitment to sustainability. Our CIMS-GB Certification underscores our dedication to eco-friendly cleaning methods, equipment, and products. In 2024, 60% of our cleaning material expenditure was allocated to environmentally responsible products, reducing the energy and water required for cleaning while minimising waste and our carbon footprint.
Through these initiatives, we continue to lead in waste reduction, responsible resource management, and environmental stewardship. As we push towards higher waste diversion rates, increased recycling, and further reductions in plastic consumption, we are shaping a more sustainable future for our operations and the communities we serve.

This year, Virgin Mobile proudly introduced its first eco-designed SIM card, which was created in collaboration with Thales. These innovative eco-SIM cards are made from recycled plastic, sourced primarily from discarded refrigerators, thanks to a partnership between Thales and Veolia.
This sustainable solution includes both the SIM card and its bank card-sized support, helping to eliminate the production of 5,000 metric tons of primary/new plastic and preventing 15,000 metric tons of CO2 emissions. Moreover, the plastic used in these cards is recyclable, enabling reuse at the end of its life-cycle. The Eco-SIM card is carbon neutral.
This initiative aligns with Virgin Mobile’s broader commitment to reducing the carbon footprint of its services. It reflects our dedication to ecological transformation and responds to our subscribers’ growing concerns about environmental sustainability.

As part of our ongoing efforts to reduce electronic waste, we have partnered with e-Cyclex, a leading e-waste recycling company, to ensure the proper disposal and recycling of damaged TV screens.

Electronic waste poses a significant environmental challenge, with millions of tons of discarded electronics ending up in landfills every year. By collaborating with e-Cyclex, we actively contribute to the circular economy by ensuring that damaged TV screens are collected, processed, and recycled in an environmentally friendly manner. This initiative helps to recover valuable materials, reduce landfill waste, and minimise our carbon footprint.

At du, data and security are at the core of our commitment to protecting customer information. Within our Information Security and Risk Management (ISRM) Department, we have established a specialised Data Security and Privacy Management unit dedicated to safeguarding sensitive data and ensuring compliance with regulatory frameworks. Our approach is guided by the Telecommunications and Digital Government Regulatory Authority (TDRA), Consumer Protection Regulations (CPR), and other relevant legal requirements. Additionally, we adhere to ISO 27001 and PCI-DSS 4.0 industry standards to maintain a robust and resilient security framework ... Read more
 

• In 2024, we strengthened our commitment to data protection by updating our Data Security and Privacy Policy and refining our data taxonomy in collaboration with business owners. Key initiatives include:


• Enhancing tokenisation to secure sensitive data.
• Modernising Identity Access Management (IAM) to streamline authentication and authorisation processes.
• Implementing user access management reconciliation and recertification to ensure proper access control.
• Strengthening database access and privileged access management to mitigate security risks.
• Developing a ‘User Access Governance Platform’ to enhance security oversight.

Ethical business is the foundation of our operations, reflecting our dedication to integrity, transparency, and excellence. It means fostering trust with stakeholders – employees, suppliers, customers, and the public – while holding ourselves accountable to the highest standards. Guided by our Code of Business Conduct and Ethics, we address critical human rights issues, including anti-discrimination, harassment prevention, grievance management, whistleblowing, anti-corruption, and insider trading. ... Read more
Our Code, accessible to all stakeholders via our website, ensures that every employee is informed of these principles through annual training, with a formal acknowledgement of their understanding and adherence. By proactively preventing misconduct and promoting a culture of responsibility, we uphold honesty and fairness in every aspect of our business.
This unwavering commitment to ethical practices is not just about compliance, it is about building a sustainable future rooted in trust and accountability. Even when instances of non-compliance arise, such as the seven cases reported in 2024, we take them seriously, ensuring corrective actions are implemented to uphold our values and maintain transparency.
During the year, we received seven violations from TDRA amounting to AED 2.4 Mn. We consider all instances of non-compliance raised by our regulator to be significant.

We prioritise the well-being of our employees, contractors, and partners by maintaining robust health and safety standards. Our efforts are guided by a structured HSE management system, which ensures compliance with regulatory requirements and best practices.
The table to the right outlines our key priorities and management approach, showcasing how we identify risks, implement effective mitigation measures, and foster a culture of safety and well-being across our operations.

We are committed to fostering a fair and inclusive work environment by maintaining a comprehensive grievance policy to address employee concerns effectively. This policy ensures all grievances are thoroughly documented, recorded in our database, and resolved with appropriate action. ... Read more
In 2024, we made strides in modernising our HR processes with the introduction of an HR Dashboard and automation of the majority of our HR systems. As part of this transformation, the grievance process will undergo a full review and rewrite in the next phase, with clear communication to employees on any updates. This year, we recorded nine grievances:

• Six cases related to misconduct – All were managed and closed with corrective actions taken.
• Three cases related to performance management were also successfully resolved by our Human Resources team.

Our whistleblowing policy empowers employees to report concerns without fear of retaliation, assured that their reports will be managed seriously, confidentially, and investigated thoroughly. Reports can be made anonymously by calling 800 503 7283, through the website www.duconcerns.ae, or by sending an email towb@duconcerns.ae. The du Concerns service is independently operated by a third party, ensuring objectivity and confidentiality, separate from our daily operations.

To deliver our products and services seamlessly during times of instability, we have implemented a robust Business Continuity Management System (BCMS). This system is designed to build resilience across our people, processes, facilities, and technologies, safeguarding the interests of our customers, vendors, partners, regulators, and contractors.
In 2024, we maintained our ISO 22301:2019 certification for security and resilience in business continuity management systems, reflecting our commitment to international standards. Additionally, we achieved 100% compliance for our critical infrastructure, as validated by the Telecommunications and Digital Government Regulatory Authority (TDRA) following a thorough audit.
As we undergo major transformation, our Business Continuity Management System will continue to ensure resilience across all aspects of our operations – du Business, du Pay, du Tech, and du Infra – minimising disruptions to customers and services during abnormal events

In April 2024, the UAE experienced unexpected heavy rains, causing significant disruptions to infrastructure across the country. Amid this challenging situation, we played a critical role in maintaining uninterrupted communication services, ensuring that emergency services remained operational and communities stayed connected. ... Read more
Our proactive approach to preparedness was key to our success during this crisis. Measures included:

• Readying human resources to respond efficiently to emerging challenges.
• Deploying Rapid Telecom vehicles to critical locations, providing swift communication support where needed.
• Ensuring the availability of backup systems, such as generators and batteries, to maintain operations across critical network infrastructure.

Through proactive planning, a swift and coordinated response, and collaboration with relevant agencies, we were able to mitigate the impact of the adverse weather effectively. This effort highlighted the essential role communication services play as a lifeline during emergencies and reinforced our commitment to resilience and reliability.

We have a firm commitment to responsible, honest, friendly, and trustworthy marketing and communication campaigns. We empower our customers with the option to choose whether to receive our communications, and we strictly avoid the sale of any prohibited or controversial products and services. During the year, we had no incidents of non-compliance related to product labelling.

In 2024, we partnered with 663 suppliers to deliver essential goods and services, with a total spend of AED 6.64 billion. Of this, 75% of the procurement budget was allocated to suppliers headquartered in the UAE, demonstrating our commitment to supporting the local economy. Additionally, we increased spending on national SME suppliers, cascading this approach through major Tier 1 contractors to further support Emirati businesses. This year, we achieved several key milestones: ... Read more
 

• Completion of tenders for Mobile Network Expansion, IT Managed Services.
• Demonstrating strong financial stewardship by overachieving our cost-efficiency goals.
• Accomplished 74% of our Procurement Sustainability Roadmap, driving significant progress towards sustainable sourcing practices.
• Operationalised a disaster recovery warehouse in the Northern Emirates to enhance supply chain resilience

We are committed to integrating sustainability into every aspect of our procurement processes, ensuring that environmental and social considerations are embedded into decision-making. This ongoing transformation has led to several key initiatives in 2024, driving meaningful progress in creating a more responsible and resilient supply chain. ... Read more
Key achievements in 2024 include:

• Our Procurement Process Handbook was updated to make sustainability a core requirement, setting clear expectations for suppliers and internal stakeholders.
• In addition to the Total Cost of Ownership, we adopted Life-Cycle Costing as part of tender evaluations, ensuring that environmental and social impacts are considered throughout a product’s lifespan.
• We partnered with a third-party ESG rating agency to evaluate supplier practices, paving the way for the launch of a Supplier Sustainability Index in 2025.
• Warehouse and supply chain emissions were measured in accordance with the GHG Protocol, enabling data-driven strategies to reduce carbon footprints across our operations.

Building on these achievements, we have outlined ambitious goals for the future of sustainable procurement:

• Achieving ISO certification for Sustainable Procurement in Q1 2025 to reinforce global best practices.
• Upgrading the procurement digital system and integrating AI tools for enhanced efficiency in contracts and supply chain management.
• Conducting comprehensive supply chain mapping, including Tier 1 for all products and Tier N for critical products, to strengthen traceability and transparency.
• Increasing the procurement of sustainable products and fostering strategic partnerships with suppliers to champion sustainable practices.
• Expediting the budget-to-sourcing-to-award cycle, ensuring greater operational efficiency.
• Participate in global initiatives to promote sustainable procurement, such as the GSMA Sustainability Group, and define industry standards.

To achieve these objectives, we are actively enhancing awareness of our procurement vision and strategy among internal stakeholders. This collaborative approach ensures that procurement functions as a key support and advisory unit, enabling teams to make informed, sustainability-focused decisions.