Complaints Handling System Requirements Guide according to ISO 10002

Complaints Handling System Requirements Guide according to ISO 10002

1. Scope of work


The complaints management system is applied to customer complaints related to the services provided, which are the services of entry permits, residence permits, passports, personal status, entry and departure, follow-up of violators, and the issuance of the establishment card through the customer happiness centres of The General Directorate of Identity and Foreigners Affairs - Dubai and AMER centres in the Emirate of Dubai, and it does not apply to complaints received from its employees unless the employee submits that complaint as an external dealer.

2. References

The policy for handling the complaints and all documents related to it has been prepared in accordance with the terms and instructions of the standards of ISO 10002:2018.
Relevant Documents/ Evidences: Complaints handling policy.

3. Definitions and Terms

  • Authority: The Federal Authority for Identity and Citizenship - The General Directorate of Identity and Foreigners Affairs – Dubai.
  • Website: The website of The General Directorate of Identity and Foreigners Affairs – Dubai (www.gdrfad.gov.ae)
  • Electronic Complaints System : The electronic system concerned with receiving all complaints received by The General Directorate and submitted by external dealers.
  • The Complainant: The person, company, institution or any other concerned party who submitted a complaint about the services of The Federal Authority for Identity and Citizenship - The General Directorate of Identity and Foreigners Affairs - Dubai.
  • Customers: Everyone who contacts or deals directly with The Federal Authority for Identity and Citizenship - General Directorate of Identity and Foreigners Affairs - Dubai to obtain a service or product.
  • Customer happiness: The degree of customer happiness when they meet their requirements optimally.
  • Feedback: Opinions and suggestions about the stages of providing the service or the way to deal with complaints.
  • Dealing with complaints: a policy approach and the commitment of The Federal Authority for the identity and nationality - General Directorate of Identity and Foreigners Affairs - Dubai and approved by the senior leadership in the General Directorate on dealing with complaints.
  • Complaint: A written or oral statement submitted to The Federal Authority for Identity and Citizenship - The General Directorate of Identity and Foreigners Affairs - Dubai from one of its customers expressing his dissatisfaction with the procedures or transactions he submitted to obtain the service or the method of providing it.
  • Urgent complaint: the complaint concerning the work and require immediate action, such as cases relating to the renewal of passports for UAE citizens and travellers that are expired less than 6 months, and departure procedures for deaths (cancellation of death) .
  • Confidentiality of the complaint: It is related to government entity, which is not enabled to be followed-up complaints via complaints portal or received by the Director General.
  • Ordinary complaints: They are complaints related to general topic that can be addressed through a one of the concerned departments including the quality of service information, speed of service, easy access to the service, professionally of the front line staff, easy completion of the service, privacy of the customer, the appearance environment of providing the service and certain administrative or financial errors related to the transactions and interests of customers .
  • Not a Complaint: The complaints that were classified after the study as not being a complaint (suggestion, inquiry, judicial, criminal, repetitive, dispute resolution, communication, employment, related to other external entities and not within the competences of the GDRFA-Dubai, or other.

4. Application


The Authority, through its complaints system, provides the following:

  • Visibility and Clarity: Providing information on how complaints are submitted and the channels used and circulating it to all the concerned parties.
  • Accessibility: Providing a complaints system that is easy to use and provides all information about submitting complaints and is understandable and available in more than one language and displays all the services provided by the Authority, and appropriate communication channels are provided.
  • Objectivity: The authority ensures the objectivity of solving complaints and dealing with them professionally.
  • Fees: The authority provides a free of charge complaints management system.
  • Response: All complaints are responded to through specific procedures, providing appropriate communication channels, and ensuring the effectiveness of the measures taken.
  • Confidentiality: Maintaining the confidentiality of information by signing a undertaking document by the concerned officers to ensure confidentiality and non-disclosure.
  • Focusing on the Customer: Providing appropriate procedures for receiving and handling complaints and receiving various types of feedback.
  • Responsibility: The authority has identified the responsibility for taking and following up procedures and decisions related to complaints.
  • Continuous Improvement: The authority has defined clear mechanisms for continuous improvement and development of the complaints system.

Relevant Documents/Evidences: Complaints Handling Manual, Customer Complaints Charter, and Confidentiality and Non-Disclosure Undertaking.

5. Complaint Handling Framework


The authority has established an integrated system to deal with incoming complaints, which includes the following:

  • Institutional Context: The GDRFA-Dubai takes into account all internal and external factors as well as the relevant categories associated with handling complaints and the relevant risks and opportunities when designing, developing, implementing and maintaining a complaints management system.
  • Commitment: The authority is committed to implementing an effective complaints management system and providing all necessary resources for this.
  • Policy: The authority has set a policy for dealing with complaints, through which it demonstrates its commitment to the complaints management system.
  • Responsibilities and Powers: The authority has determined the responsibility in relation to the complaints system.

Relevant Evidence/Documents: Complaints Handling Policy, analysis of internal and external environment, the list of special needs of the concerned groups.

6. Planning and Design


The Authority has ensured the following:

  • General: The authority has planned and designed effective procedures for receiving and handling complaints.
  • Objectives: The authority has set measurable objectives for the complaints system for the various levels in the authority and is consistent with the complaints handling policy
  • Develop a unified documented mechanism based on international best practices to effectively and efficiently deal with customer complaints and benefit from it to improve institutional performance and increase customer happiness about the authority.
  • Forming a positive impression of Dubai as a distinguished global city that provides distinguished services to customers and enhances efforts aimed at raising the happiness of customers.
  • Ensuring the interest and focus of government departments on serving customers, addressing their complaints, reducing their causes, and benefiting from them in development and improvement processes.
  • Activities: The authority’s senior management ensures that the complaints management planning process is implemented to ensure increased customer happiness and is integrated with ISO 10002:2018 procedures.
  • Resources: Providing all the necessary resources to implement the system, including complaints staff, providing them with the necessary training, a complaints system, computers, Etc.

Relevant Evidence / Documents: Complaints Objectives, Complaints Management System Manual

7. Operation and Management of the Complaints System


The Authority has ensured the following:

  • Communication: The authority provides information electronically through the website, the electronic complaints system, and publications such as billboards, publications, and brochures about the complaints system, including places, methods of submission, times for response and everything related to the system.
  • Receiving and following up on the complaint: The complaint is recorded with all the information related to it and given a serial number, description of the complaint, the required solution, the period required to respond to the complaint and others, and it is followed up and the customer is notified of receipt of the complaint. Complaints are categorized into 8 categories:
  • The speed of service provided.
  • Ease of access to the service.
  • Professionalism of the front line staff.
  • Ease of completing the service.
  • Quality of service information.
  • Customer privacy.
  • The environment appearance of the service delivery.
  • Certain administrative or financial errors related to the transactions and interests of customers.

  • Study and analysis of the complaint: After receiving the complaints, the authority performs an initial evaluation of them and makes sure that they are real complaints, and then they are investigated, the responsible parties are identified, appropriate measures are taken, and the customers are informed of the measures taken and how happy they are about them, and the complaint is closed in case of ensuring the effectiveness of the measures taken.

    Relevant Documents/ Evidences: Complaint Handling Manual.

8. Maintenance and Improvement


The authority has done the following to ensure the maintenance of the complaints system and the continuous improvement and development of it:

  • Collecting information: The authority collects all information related to the complaints management system and its performance indicators.
  • Complaints Analysis and Evaluation: Information and complaints are categorized and analysed, styled and evaluated for their accuracy.
  • Happiness about the complaints system: The authority periodically measures the extent of happiness with the complaints management system through questionnaires.
  • Monitoring the complaints system: The authority has set performance indicators to follow up and measure the system, and these are measured and information is analysed periodically.
  • Auditing the complaints system: The complaints system is audited internally to ensure the effectiveness of the system through ISO 9001 procedures.
  • Administrative review of the complaints system: Administrative review meetings are held through review meetings for ISO 9001 procedures, and periodically includes the status of complaints and actions taken.
  • Continuous Improvement: Taking appropriate corrective and preventive measures to ensure the effectiveness of the complaints management system.

Relevant Documents/ Evidences: Customer happiness studies, internal audit, management review, performance indicators.