Reflecting its commitment to making customers happy through exceptional services and processes
Dubai Customs re-earns the ISO Certifications for Customer Service and Complaints Handling
Dubai Customs has re-earned two ISO certifications in areas of customer service. H.E. Ahmed Mahboob Musabih, Director of Dubai Customs, received members of the accreditation body for the “ISO 10001:2007 - Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations”, and the “ISO 10002:2004- Quality management-Customer satisfaction- Guidelines for complaints handling in organizations”.
Re-earning the “ISO 10001:2007 - Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations” reflects Dubai Customs’ commitment to implementing the best of global criteria in customer service, in accordance with clear guidelines for codes of conduct regulating its obligations towards customers. Dubai Customs was the first public or private agency to be awarded this certification back in 2009. Moreover, being granted the “ISO 10002:2004- Quality management-Customer satisfaction- Guidelines for complaints handling in organizations” shows the advanced level of customer complaints’ management and handling at Dubai Customs and the efficiency of processes followed at DC to respond to complaints. Dubai Customs was the first government agency in the Middle East to be granted this certification in 2008.
Recommendations for renewing the two certifications were issued after assessment results indicated DC’s complete conformity with systems adherent to ISO standards.
Mahboob noted “Dubai Customs is committed to developing its customer service and complaints handling systems, following the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice-President, Prime Minister and Ruler of Dubai, to go beyond satisfying customers to making them happy, and in line with the Happiness Indicator initiative launched by His Highness to measure the public’s happiness and satisfaction of government services. To that end, we always devise new goals for developing customer service and complaints handling, following the latest world-class criteria. Thanks to fully conforming with international controllers for customer service, we were able to re-new the ISO Certifications.”
“Developing customer service is a strategic priority here at Dubai Customs, offering best customs facilitations to investors and traders to enhance their business revenue from Dubai operations. We aim to reinforce the emirate’s position as a regional and global business hub, by upgrading our services and expediting customs clearance,” he added.
Dubai Customs Clients Service Charter guarantees DC’s commitment to the quality of service, on-time delivery and dealing with complaints in a pre-set time frame. In addition, it ensures continuous development of procedures to meet clients expectations, amongst other things that provide a healthy and satisfactory environment for DC and clients alike.
This Charter paid utmost attention to the linguist and cultural diversity in the UAE, allowing clients to submit their complaints in nine languages. It also catered to the requirements of people with special needs, as it has been translated into Braille language. Moreover, the customer service employees at airports were taught sign language.
The Dubai Customs’ Customer Complaint Handling System ensures responding to complaints in record time and in a way that guarantees handled complaints are not repeated.