Reflecting its commitment to pleasing its customers through exceptional services and processes, Dubai Customs has re-earned two ISO certifications in areas of customer service.
Ahmed Mahboob Musabih, Director of Dubai Customs, has received members of the accreditation body for the ISO 10001:2007 - Quality management - Customer satisfaction - Guidelines for codes of conduct for organisations, and the ISO 10002:2004- Quality management-Customer satisfaction- Guidelines for complaints handling in organisations.
Speaking on the occasion, Ahmed Mahboob Musabih said, "Re-earning the ISO 10001:2007 - Quality management - Customer satisfaction - Guidelines for codes of conduct for organisations 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 organisations 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, U.A.E. 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.
The 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 client expectations, amongst other things that provide a healthy and satisfactory environment for DC and clients alike.