11 Tasheel centres penalised over poor customer service in UAE

11 Tasheel centres penalised over poor customer service in UAE

Dubai - The violations included low quality of work, high number of complaints filed by customers and long waiting periods.



By Staff Report

Published: Tue 30 Apr 2019, 7:26 PM

Last updated: Wed 1 May 2019, 9:11 AM

The Ministry of Human Resources and Emiratisation has revoked the licence of one Tasheel centre and temporarily shut down another over poor customer service and repeated complaints. The ministry also blocked nine other Tasheel centres from offering certain services as a disciplinary measure.

According to a statement issued by the ministry on Monday, it took the adverse measures after the centres "continued to violate the standards set by the Emirates Programme for Excellence in Government Services". The programme was launched in 2011 to "raise the efficiency of government services to the level of 7 stars, by focusing on customer centricity and enhancing government efficiency".

The action came after the ministry issued several warnings to the centres. The violations reported by a team from the ministry included low quality of work, high number of complaints filed by customers and long waiting periods.  

The ministry said it held meetings and workshops with the centres' owners to appraise them of the violations and their "negative impact". However, the violations continued at the centres.

The centre that lost its licence is located in Dubai, while the one that was shut down was in Sharjah. Of the nine centres where certain services were suspended, two are located in Abu Dhabi; two in Al Ain; and one each in Dubai, Sharjah, Ajman, Ras Al Khaimah and Fujairah. Employees at the affected centres were moved to other branches to ensure their job security.

The ministry said the disciplinary move would not affect customers using Tasheel services as there are 86 centres with 2,057 employees across the country. The ministry added that it will not tolerate any violations that affect customers and employees.

"We will continue implementing our strategic plan for Tasheel centres with routine inspections to ensure they implement the standards set by the Emirates Programme for Excellence in Government Services," the ministry said.

reporters@khaleejtimes.com


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