Residents must 'complain against employees who violate rules'

Dubai: Residents have been urged to complain against Civil defence employees who violate customer service rules and procedures.

Brigadier Rashid Thani Al Matroushi, Director of Dubai Civil Defence, said the Executive Council has made it very clear that the customer complaint system emerge from Dubai Strategic plan announced in 2007.

It is a comprehensive administration system which is based on the best practices and scientific standards to deal with customers' complaints, he said.

Customers could complain against

Refusing to provide required service without giving logical reasons

Any department taking a stiff decision against a customer without reason

Inappropriate method of dealing with customers

Unreasonable delay in taking a decision

Unreasonable delay in providing required service

Violating rules while making a decision or providing a service

Committing mistakes while implementing systems and making decisions related to customers

Inform about administrative and financial violations

Customers could complain using Dubai Civil Defence website: www.dcd.gov.ae
or Dubai e-government website: www.dubai.ae
or write to P.O. Box 11377
or fax: 04-7052180
or use the complaint boxes in various civil defence departments
or call: 04-7052312
or email: dcdcs@dcd.gov.ae