Scope
This charter aims to establish comprehensive standards for delivering the services of the Ajman Ports and Customs Department in an innovative and efficient manner that ensures customer happiness and strengthens their trust. It embraces innovation and exceeds expectations to provide an exceptional experience, in line with the UAE’s Government Excellence Program and the UAE Government’s Promise of Future Services.
Objectives
A warm welcome, attentive listening, and understanding of your needs.
Commitment to delivering services that exceed customer expectations and ensure their happiness.
Simplifying and facilitating the department’s services through innovative means.
Enhancing collaborative work to achieve common interests.
Providing accurate and comprehensive statistics to inform decision-making.
Showcasing a distinguished image of the department and its achievements.
Building customer trust and happiness by offering services according to the highest standards.
Defining and protecting customer rights.
Enhancing effective communication with customers.
Applying the Customer Happiness Equation standards.
Our Commitment to you
Quality
We will work to provide distinct services, efficiently and effectively, and enhance the quality of life.
Convenience
We will provide service at specified times.
We will reduce the number of procedures to provide you with a fast and easy service using the latest electronic technology.
We will focus on serving people of determination and the elderly by providing an enriched experience to customers.
Kindness
We will treat you with interest, respect and cheerfulness.
You will receive distinct and fair service.
Information
We will provide a cooperative, efficient and knowledgeable team that understands your needs and can answer your inquiries.
We will provide you with sufficient and accurate information on the service procedures through various channels.
We will treat the information provided by you confidentially.
Response
We will respond to your requests in a timely manner and without delay.
We will welcome your opinions and suggestions in order to share the development of our services.
We will deal with and address the comments, inquiries and suggestions received with the utmost seriousness and confidentiality, according to the specified timeframes.
Reliability
We will provide you with services that exceed expectations.
We will provide you with our services efficiently, orderly and transparently.
- Warm reception, attentive listening, and treating you with care, respect, and friendliness.
- Providing exceptional and fair services that exceed expectations.
- Delivering services within specified times.
- Giving special attention to people of determination and senior citizens, according to the highest service standards.
- Providing sufficient and accurate information about service procedures through various channels.
- Ensuring a cooperative, competent, and knowledgeable team that understands your needs and can answer your inquiries.
- Handling the information, you provide confidentially.
- Responding to your requests promptly without delay.
- Welcoming your opinions and suggestions and working with you to develop our services.
- Handling complaints and grievances with utmost seriousness and confidentiality and addressing them within the specified time frames.
- Reducing the number of procedures to provide you with fast and smooth service enabled by digital technologies.
- Working to deliver excellent services efficiently and effectively, enhancing quality of life.
- Providing a healthy and safe environment according to the highest safety standards.
What We Expect From You to Help Us Serve You
- Appreciating the efforts of our employees by treating them with mutual respect.
- Providing all required information and documents within specified deadlines.
- Informing us as soon as possible in case of any error or change in the data.
- Updating personal data if there are any changes to maintain accurate records and provide correct and up-to-date information and documents.
- Responding to customer service inquiries to serve you better in a timely manner.
- Evaluating the service and describing your experience through communication channels to help us serve you better.
- Contributing to improving our services through your constructive feedback and innovative suggestions.
Questions, complaints and suggestions
Offer inquiries, complaints and suggestions through the following channels:
Port and Customs Service
11074760
11074760
Website
Ajmanport.gov.ae
Info@apcd.ae
To communicate with the department head
Contact Chairman
Call centre
80070
Our social media accounts
Send out your inquiries and suggestions
Inquires, Complaints, Suggestions Channels
Offer inquiries, complaints and suggestions through the following channels:
