The Dubai Customs’ Client Management Department has organized a workshop on the Unified Complaints and Suggestions System of the Dubai Government. The move is in line with the department’s continued keenness on empowering its human cadre.
Mr. El Hadi Idris, project manager at the Dubai Model Centre for Government Services, and Mrs. Khawla Al Nuaimi, senior e-services delivery officer at Dubai Smart Government Department, gave a detailed presentation about the complaints and suggestions systems, defining the roles and privileges of internal system users, including system administrators and organizational units officers in-charge.
The workshop was aimed to introduce participants to the suggestions and complaints systems and train them on receiving and responding to customer suggestions and complaints and how to efficiently and timely resolve their issues through the advanced system. How to place a complaint-related corrective or preventive action as per the needs of the client was also explained.
Abdullah Al Khaja, Executive Director of Customer Management Division, honoured the workshop lecturers and thanked complaints and suggestions officers for their crucial role in handling all grievances and suggestions.
He said Dubai Customs always works towards increasing employee awareness about the Unified Complaints and Suggestions System of the Dubai Government and its organizational importance. “DC seeks to actively engage all its staff in delivering superior quality services to its clients in a way that meets their satisfaction and exceeds their expectations.”
Edris Behzad, Director of Client Management Department, said, “To achieve this goal, we boast multiple channels to receive complaints and suggestions; customers can lodge complaints and suggestions through the Unified Complaint System portal, http://www.ecomplain.ae, the Unified Suggestion System portal, http://esuggest.dubai.ae, Dubai Customs website, Dubai Government website, concerned government department’s e-mail address, or through the Contact Center on the toll-free number (80080080). Moreover, clients can submit complaints and suggestions in person at the concerned government department, or by dropping them in complaint and suggestion boxes at centers and departments. Complaints are cross referred amongst government departments, each within its competence.”