Tuesday, July 14, 2009

DTCM gets ISO certification for complaints handling system

The Dubai Department of Tourism and Commerce Marketing (DTCM) has announced that its customer complaints handling system is now ISO 10002:2004 certified, making it the second government organization in the emirate to have such a recognition for the complaints handling.

The DTCM Director General, Mr. Khalid A bin Sulayem, received the certification from a representative of Lloyd’s Register Quality Assurance at the DTCM Head Office.

Mr. bin Sulayem complimented Mr. Eyad Ali Abdul Rahman, DTCM Executive Director Media Relations and Business Development, for the efforts towards obtaining the ISO certification for the complaints handling system which was first introduced in the year 2000 and now forms part of the Dubai eGovernment’s eComplaints system linking various government departments.

The ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process is suitable for use as one of the processes of an overall quality management system.

The ISO 10002:2004 addresses various aspects of complaints handling including enhancing customer satisfaction by creating a customer-focused environment that is open to feedback, top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; recognising and addressing the needs and expectations of complainants; providing complainants with an open, effective and easy-to-use complaints process; and reviewing the effectiveness and efficiency of the complaints-handling process.

The ISO 10002:2004 certification enhances the existing ISO 9001:2008 Quality Management System at the DTCM.

DTCM’s Business Development Department is in charge of handling and processing the complaints received about DTCM and Dubai. It is DTCMs Policy to listen and respond to the views of our customers and stakeholders, and in particular respond positively to complaints.

Customer can lodge complaints through various channels, including contacting Toll Free Number 8007090 or through email to ecomplaints@dubaitourism.ae or info@dubaitourism.ae.

Complaints can be lodged in person by visiting the DTCM Head Office or the Visitors’ Information Bureaus at six locations in the emirate, including two at the Dubai International Airport’s Terminal 1 and 3.

DTCM officials said the ISO 10002:2004 was a step towards upgrading the tourism product offering and improving the customer services through effective and timely handling of complaints from Dubai visitors thereby strengthening their trust and confidence in the destination.

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