Dubai Customs launches the Customer Service Charter
Dubai Customs has launched the improved Customer Service Charter inline with its continuous efforts to develop and to provide its clients with a high quality of services. This charter was launched during a ceremony the Department held in its headquarters on Sunday morning, May 31st, 2009 under the patronage of Mr. Ahmed Mahboob Musabih, Executive Director of the Clients Management Department. The event was attended by a number of Dubai Customs’ elite clients.
The Customer Service Charter aims to set high standards for the quality of services provided by Dubai Customs, which include all inquiries and complaints related to these services. The Charter also seeks to strengthen clients' trust and have a better understanding of their needs regarding the services provided by the Department. This will in turn reduce and minimize any potential complaints or misunderstandings.
The Charter clarifies clients' rights and the means by which they can be protected. It also sets service - time standards for a number of major services in order to gradually increase the volume of procedures to include all of the most important services provided by Dubai Customs. The Charter also introduces the clients to the channels through which they can submit their complaints in case they had a disappointing experience due to an inefficient implementation of the Department’s high standards. In addition, to ensure providing the clients with the best and most efficient services during the set service time, the Charter clarifies requirements that the clients should meet when seeking any of the various services from the Department.
Mr. Ahmed Mahboob Musabih stated during the opening ceremony:" Dubai Customs seeks to involve and interact with its clients throughout its Services' Development process in a bid to increase their satisfaction. Before it was officially issued, this charter was discussed with Dubai Customs’ major clients where their notes were taken into consideration and the Charter was adjusted accordingly".
"The Charter is considered as Dubai Customs commitment towards its clients as it always aspires to provide them with the best services. It is also a means by which the quality of services given will be measured and regular monitoring and reviewing of current and new services will be carried out to enhance Dubai Customs’ continuous commitment to its ongoing development and improvement endeavors", Mr. Musabih confirmed.
Major clients’ representatives have expressed their deepest gratitude to Dubai Customs’ efforts to develop and enhance the quality of services it provides them with, which lists the Department among the best customs corporates across the world. They have also stressed that Dubai Customs deals with them as genuine alliances and not just business partners, which has in turn reflected on the growing trust between both sides, and has also reinforced the movement of legitimate trade in the region as a whole.
It is worth mentioning that this Charter was entirely developed by a professional team of experts from the various divisions within the Department and with the help of a number of its major clients.
