Complaints and Feedback Management Charter
The charter aims to enhance effective communication with customers by receiving complaints and feedback to improve service quality. It is based on a transparent and efficient complaint management system following the highest international standards, with our commitment to developing services based on customer feedback to achieve their satisfaction. Our vision is built on effective partnership and mutual commitment to achieving excellence in service delivery.
Procedure for Handling Feedback and Complaints
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.
- Receive complaints through approved channels and register them in the complaints management system.
- Classify complaints and direct them to the appropriate department for resolution.
- Analyze and address complaints within the specified timeframes.
- Communicate with the complainant to inform them of the actions taken and close the complaint.
- Evaluate the feedback and complaints system to ensure continuous development and improvement.
Channels for Submitting Complaints
- Customer Happiness Center at the Department of Ports and Customs in Ajman
- Website – Contact Us: Click Here
- Website – Contact Chairman: Click Here
- Email: Info@apcd.ae
- Phone Number : +971 6 747 0111
- Whatsapp : +971566888200
- In-person (Feedback Box)
- Ajman Contact Centre : +80070
Complaint Classification and Expected Resolution Timeframes
- Urgent Complaints: 1 Business Day
- Standard Complaints: 5 Business Days
- Complex Complaints: 10 Business Days
Our Commitments to You
- Provide multiple approved channels for receiving complaints to ensure ease of communication with clients.
- Maintain confidentiality of information when processing complaints and ensure that they are handled with seriousness and integrity.
- Process complaints through a certified system that adheres to international standards to ensure service quality.
- Provide a qualified and well-trained team to handle complaints efficiently and credibly.
- Address complaints within the specified timeframes to ensure prompt response and effectiveness.
- Regularly review and update the complaints management system to enhance performance and meet expectations.
- Offer innovative services that align with the UAE Government’s vision and meet client needs.
What we hope from you to provide exceptional service
- Please provide all required information and documents in a timely manner to ensure the efficient processing of complaints and feedback.
- Kindly respond promptly to inquiries from the customer service team, which will help in delivering more effective and timely service.
- We value your cooperation in providing feedback and evaluating the complaints and feedback system, as this contributes to the continuous improvement and development of our services.
- We ask that you interact with our staff with respect and appreciation for their efforts to ensure the highest level of service.
At the Department of Ports and Customs in Ajman, we are committed to delivering exceptional services that meet your expectations and enhance your experience with us.
