Dubai - a great progress representing 100% in tracking and handling customer complaints was revealed in the customer complaints report produced by Dubai Customs for the 4th quarter of 2008.
The rate of handling a single complaint accounted for 2.8 day recording a considerable growth as compared to the 7 days recommended by the Executive Counsel of Dubai Government.
The report showed that 38 complaints were received during the 4th quarter of last year including 12 actual complaints and 26 false complaints representing a decrease of 30% as compared with the 3rd quarter of the same year.
The greater part of false complaints found to be related to other agencies as well as the actions taken by Dubai Customs towards such complaints after being investigated proved to be correct, according to the report.
The increase in using e-complaint system by customers during the 4th quarter was noted indicating the growing awareness about receipt of complaints via internet due to Dubai Customs awareness campaign targeting Mirsal 2 users by providing them with e-mails and distributing bulletins at Mirsal 2 training sessions.
Most of received complaints, as mentioned in the report, have been lodged against Cargo Operations and Clients Management Divisions due to the nature and volume of their work and interaction with clients. A number of complaints against Customs Development Division as represented by IT Department have been lodged as well.
The report called for enhancing complaint system in order to make further success in clients' service and handling their problems by conducting workshops for all complaint officers on complaints root cause analysis to develop their skills in areas of complaints handling.
In support of complaints system at Dubai level, Dubai Customs developed a complaints system audit manual and submitted to the Executive Counsel for adoption and circulation among all Dubai government departments, the report pointed out.
The effective impact of applying ISO 10002 on improving complaints system performance has been reflected on the continuous improvement in complaints handling efficiency since the beginning of the year, the report stated.
Mr. Ahmed bin Lahej, Director of Client Management at Dubai Customs underlined the customer right to complain maintaining that "complaints shall be handled to the highest professional standards through our keenness on maintaining higher quality standards when delivering our service and consistent strive to be the leader in implementing distinguished projects and services at local and international levels keeping pace with Dubai Customs Strategic plan 2007 - 2011 that provides for the adoption and exchange of best practices in respect of business processes and procedures as directed by our wise leadership".
Worth mentioning, Dubai Customs was the first government organization in the Middle East and North Africa to earn ISO 10002 certification on the process of customer complaints handling. This comes within the context of Dubai Customs persistent pursuit of continuous improvement and development for delivering best customer service.
Dubai Customs plans to honor Client Relations Management Team for their prompt efforts to meet ISO Standard requirements by relying upon their own expertise and effort including the success made in effectively applying the Standard requirements that assured by London-based Lloyd Register Quality Assurance (LLOYDS) upon auditing the system and accordingly recommending the award of the certification.
-Ends-
For more information please contact:
Yousef AlFeel
Media Relation- Communication Dept.
Dubai Customs
Mob: 050 6966522
Tel: 04 3023540
Fax: 04 3456010
Yousef.alfeel@dubaicustoms.ae
© Press Release 2009
