Dubai Customs has launched “Tarjim” service which allows clients to submit complaints in nine languages; Spanish, French, Chinese, Persian, Indian, Urdu and Russian besides the two existing languages; English and Arabic.
Coping with the variety of cultures and the diverse linguistic backgrounds in the UAE and enhancing the quality of its services, Dubai Customs realizes the obstacles posed for some clients who cannot express their needs well in Arabic or English; therefore, the Department has launched these two new initiatives to further communication ties with all society members and to fulfill clients' daily needs at the Department.
Such service will also be available at Dubai International Airport for passengers coming to the UAE; banners will be fixed around the airport to demonstrate the service.
Mr. Mohammed Faraj, Clients Management Director at Dubai Customs said:" The Department is committed to adopting the most advanced procedures stated at the Customers Service Charter that was recently launched as well as meeting the requirements of Dubai Government Unified e-System for Customers Complaints; a solid indicator of obtaining customers' feedback."
He added that customers' satisfaction to the Department is a high strategic priority that will not be accomplished unless communication channels are bridged and expanded in order to realize their needs and expectations. From this springboard rose the need to develop the complaint system and enlarge the linguistic platform to start receiving complaints in many languages via e-mail and fax.
Worth mentioning that Dubai Customs was the first government department in the Middle East and Africa to receive ISO 10002:2004 for its Customers Complaint System. Such Certificate stressed its legitimacy last April when the “Tarjim” service has succeeded in solving customers' complaints and reducing the time required to do that to a day and a half during the first annual quarter of 2009. Moreover, the new service was well-received and praised by the Department's customers.
