dubai chamber implements unified customers’ complaints system
Dubai Chamber of Commerce & Industry started considering all the complaints received from its customers and clients through the unified customers’ complaints system which the Chamber launched by the end of December 2007, along with all other government departments in Dubai as part of Dubai Government Excellence Program. The implementation of the system goes in line with the Chamber’s plan to improve its corporate performance, enhance effective transparency and ensure better satisfaction of the customers.
HE Eng. Hamad Buamim, Director General of Dubai Chamber, said that the implementation of the system at all Dubai government departments highly contributes to the enforcement of relations between these organizations and the public or customers. It helps enhance their trust with these departments and urge them to improve their overall performance. The new system helps enhance the reputation of Dubai as a recognized city that offers a wide range of services to customers up to international standards.
"Dubai Chamber has actually started receiving and considering customers’ complaints after we brought the new customers’ complaints system into effect, helping to achieve further transparency between the Chamber’s management and its clients of traders, exporters and businessmen. The scheme in general goes with Dubai Chamber’s vision and mission in providing the best quality services and facilities that ensure the highest level of customers’ satisfaction,” said Buamim.
He pointed out that the implementation of the new system comes in the list of Dubai Chamber’s main objectives in protecting the interests of its members and the local business community, as well as saving time and effort of the customers and facilitate their channels of communication and services.
The new system is an integrated administrative system based on the best international practices and standards concerning the effective dealing with customers’ complaints. The customers’ 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 Excellence Department at Dubai Chamber is handling the operation of the new system which is electronically supervised by the Executive Council of Dubai. A special link has been added to Dubai Chamber’s website to deal with customers’ complaints system.
Customers could register their complaints against any of the services provided through different means. They can either visit the Dubai Chamber in person, or visit the website of customers’ complaints unit www.ecomplain.ae, or visit the website of Dubai Government www.dubai.ae, or visit the website of Dubai Chamber www.dubaichamber.ae, or to its P.O.Box 1457, Tel. 04-2280000, or Fax. -4-2211646, or drop their complaints at the Complaints Boxes available at Dubai Chamber’s headquarters and branches.
