Dubai eGovernment has announced that it has recently launched a consolidated platform where residents can register their complaints against government departments and speed up the process of addressing issues concerning public services. Dubai eGovernment has revealed that it has integrated its Ask Dubai call centre with the eComplain portal to create a unified facility for all customers of different governmental departments of Dubai to file their grievances and provide feedback about various government initiatives.
Under the programme, grievances can be filed through a toll-free number (7000 40000), fax (04-330 3399), email ([email protected]) or by visiting the eComplain website (www.ecomplain.ae), after which complainants will be given a reference number that can be used to follow up on their complaints. A total of 22 Dubai government departments have already participated in the initiative, which encourages the public to be more responsive and alert to point out inappropriate practices to ultimately help improve quality and excellence in the delivery of public services.
"Any form of grievance can have an impact on the integrity of any government department and hence it is important that these concerns are addressed promptly. The integrated contact centre provides an easy, centralised and more efficient platform for government departments to generate feedback from the public and subsequently identify areas for development and improvement. In addition, this initiative provides a direct and user-friendly facility that allows residents to air their views and be heard in a proper forum by concerned authorities," said Moza Al Akraf, Acting Director of eServices, Dubai eGovernment.
To avail of the service, residents are required to create an account. However, the identity of complainants will remain anonymous as any information entered to create an account will not be revealed to the participating government departments.
Aside from Dubai eGovernment, other departments that are part of the programme are Dubai Municipality, Dubai Police, Department of Economic Development, Dubai Civil Aviation Authority, Dubai Civil Defence, Dubai Real Estate Corporation, Dubai Land Department, Dubai Chamber of Commerce and Industry, Dubai Electricity and Water Authority, Department of Health and Medical Services, Roads and Transport Authority and Department of Naturalisation and Residency.
