Dubai launches e-Complaints system


(eTN) – The new initiative is in line with the vision of Vice President and Prime Minister of UAE and Ruler of Dubai Mohammed bin Rashid Al Maktoum and as per the directives of Hamdan bin Mohammed bin Rashid Al Maktoum, chairman of Dubai Executive Council, as part of the Dubai Government Excellence Program (DGEP).

DTCM director general Khalid A bin Sulayem said the e-Complaints System was a step towards the march on the road to excellence outlined by the Dubai government as part of the e-Governance initiative. He said the new system would go a long way in raising the service standards to meet the expectations of the Dubai tourists and visitors.

The new system will enhance the confidence of investors, businessmen and visitors in the emirate due to its commitment to attend to their complaints, he added.

Public can lodge complaints through email, fax or calling a toll free number.

The department had in place a complaints system since the past seven years, but the program was upgraded in line with the e-Government initiative.

In order to make the DTCM employees familiar with the new system and ensure better outcomes, the department organized government excellence workshops which were attended by more than 50 employees.

The e-Complaints System was soft launched on the DTCM website ( on December 9.

Source: Dubai Department of Tourism and Commerce Marketing