RTA launches customer rights charter

Roads and Transport Authority has launched its Customer Rights Charter, based on the best global customer service standards.

Mattar Al Tayer, Chairman of the Board and Executive Director of the RTA, said: Endorsing this document comes in the context of RTA’s commitment to deliver best-in-class services to customers in terms of quality and prompt delivery...The compliance with the quality service standards involves multiple benefits topped by the effective signing off of issues, promoting internal cooperation among the staff, building and fostering goodwill and brand, and fostering the competitive spirit among employees as a means of achieving excellence; a practice which in turn leads to higher productivity and quality services delivered to customers."

Dr Aysha Al Busmait, Director of Customer Services, said: “The Customers Rights Charter was prepared following the review of the best global practices in the field of customer services and the successful practices in a number of local departments including the Dubai Municipality and Dubai Customs among others, with the aim of improving customers satisfaction rating of the RTA. The Department is currently examining the procedures in place with regard to service delivery and exploring the introduction of the best and latest technologies to the Call Centre with the aim of creating suggestions and complaints channels, honouring customers on monthly basis at the Customer Service Centers and the provision of employee assessment systems in order to identify and quantify customers satisfaction levels.

“The Customers Rights Charter aims at gaining customers confidence through setting up standards to ensure the rights of customers," she added.

“RTA is keen on diversifying the channels through which it delivers services to customers such as the modern communication technologies and e-services," he added.

RTA's customer-centric initiatives include a host of e-services. Last November, RTA launched the delivery of vehicle registration renewal, driving license renewal and payment of traffic offence services through phone calls to RTA Call Center (8009090); which is the first service of this type ever to be offered in the Middle East.

“RTA's e-services include the Dynamic Navigation System ‘Dalili’, theoretical driving e-test (Knowledge Test) for driving license applicants, and the compatible iPhone services. It also has initiated mParking service, and No1 portal as well as Journey Planner (Wojhati) and Sharekni and Awselni,” Al Tayer said.

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