Dubai Customs launches new customer service charter

Dubai Customs has launched an enhanced customer service charter in line with its efforts to develop and provide clients high quality service.

The charter aims to set high standards for the quality of services provided by Dubai Customs, which include inquiries and complaints related to these services. The charter also seeks to strengthen trust of clients and have a better understanding of their needs regarding the services provided by the department.

This will in turn reduce any potential complaints or misunderstandings.

The charter clarifies clients' rights and the means by which they can be protected. It also sets time standards for a number of major services in order to gradually increase the volume of procedures to include all of the important services provided by Dubai Customs.

The charter also introduces the clients to the channels through which they can submit their complaints in case they have a disappointing experience due to an inefficient implementation of the department's standards.

To provide clients with the best and most efficient services during the set service time, the charter clarifies requirements that the clients should meet when seeking any of the services from the Customs department.

Ahmed Mahboob Musabih, Executive Director of Clients Management Department, said: "Dubai Customs seeks to involve and interact with its clients throughout its services' development process in a bid to increase their satisfaction. Before it was officially issued, this charter was discussed with Dubai Customs' major clients, where their suggestions were taken into consideration and the charter was adjusted accordingly.

"The charter is a commitment towards its clients as it always aspires to provide them with the best services. It is also a means by which the quality of services given will be measured and regular monitoring and reviewing of current and new services will be carried out to enhance the department's commitment to its ongoing development and improvement endeavors," he said.

Representatives of clients praised the efforts to develop and enhance the quality of services the Customs department provides.

They also said Dubai Customs deals with them as alliances and not just business partners.

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