dubai chamber to apply customers complaints system
Dubai Chamber of Commerce & Industry yesterday (Tuesday) hosted a seminar about customer complaints system in collaboration with the Executive Council. Dubai Chamber, along with all other government departments in Dubai, intend to apply the new system, as part of Dubai Government Excellence Program, to help improve the Chamber’s corporate performance, enhance effective transparency and ensure better satisfaction of the customers.
The seminar was attended by HE Eng. Hamad Buamim, Director General of Dubai Chamber, Nizar Sardast, General Advisor of the Chamber, directors and heads of the Chamber’s departments. Buamim highlighted the importance of applying the customer complaints system at the Chamber and all other government departments of the emirate due to its role in developing corporate performance and strengthening the relations between the Chamber and its customers of members and businessmen to continue providing them with the best services.
“Implementing this system at Dubai Chamber helps improve our overall performance and goes in line with the Chamber’s vision and strategy in having its members and clients fully satisfied with our quality services and facilities, and to ensure more transparency between the administration and the customers,” said Buamim.
Ola Al-Mbaideen, Projects Manager at the Executive Council of Dubai, explained the features of the customer complaints system stressing on the role of the establishment’s leadership in considering the nature and indicators of the customers’ complaints and finding solutions. She also highlighted the role of customer complaints system’s body at the establishment in enhancing the relations between the establishment and the customers through studying and analyzing the complaints and suggestions they receive.
She pointed out that the new system is an integrated administrative system based on the best international practices and standards concerning the effective dealing with customers’ complaints. The customer complaints system was designed responding to the feedback the Executive Council had got from the local government departments and their clients. They showed
interest to have an effective and unified electronic system to deal with the customers’ complaints. The system in fine helps to enhance Dubai’s reputation as an outstanding city that offers a variety of services to customers up to international standards.
“The Executive Council of Dubai has generated the customer complaints system to be applied at the emirate’s government department based on the reports and recommendations we got throughout our field visits to these establishments. We came up with an integrated and unified system to be implemented at Dubai government departments in cooperation with Dubai e-Government,” she added.
Al-Mbaideen said that a number of government departments in Dubai have already implemented the customer complaints system as a first phase. They include Dubai Municipality, Dubai Police Department, Department of Naturalization and Residency, Department of Health and Medical Services, Dubai Electricity and Water Authority, and Road and Transport Authority. The implementation of the new system at Dubai Chamber comes in the second phase of the project along with some other government departments in Dubai.
She explained that the success of the new system implementation depends on certain criteria which include commitment, fairness, access, responsiveness, effectiveness and accountability. The Excellence Department at Dubai Chamber will be handling the operation of the new system which will electronically be supervised by the Executive Council of Dubai. Once the customer complaints system is brought into effect at the Dubai Chamber, a new related link will be added at the Chamber’s website.
