Hamdan calls for speedy launch of complaint system

DUBAI — Shaikh Hamdan bin Mohammed bin Rashid Al Maktoum, Chairman of the Dubai Executive Council, has instructed the Dubai Government Excellence Programme (DGEP) to speed up the introduction of an integrated customer complaints system, aimed at receiving, registering, and resolving customer complaints in the public sector.

By (Wam)

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Published: Fri 23 Mar 2007, 10:12 AM

Last updated: Sun 5 Apr 2015, 4:09 AM

Under the supervision of Dubai's Executive Council, the system will provide a unified mechanism that efficiently handles customer complaints.

In its first phase, the customer complaints system will be implemented in six government departments, with the remaining sectors implementing it by the end of the year.

"The system will enable customers to submit feedback regarding their experiences with government departments, providing a platform for effective communication between the departments and their customers," said Ahmed bin Byat, Chairman of DGEP.

"We believe that the customer complaints system is one of the most effective methods adopted by the government as part of its drive to provide world class services and achieve high levels of customer satisfaction."

The system has been designed by experts drawn from DGEP and government departments and is based on feedback received from employees on how best to improve customer relations. The experts included representatives from Dubai Tourism Commerce and Marketing (DTCM), Dubai e-Government, the Road Transportation Authority (RTA), and various healthcare departments. Government officials, employees, and customers will be informed about how the new system will work shortly.


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