The Ministry of Labour on Wednesday introduced a complaints hotline for applicants, in a move to ensure more accountability of its employees, greater efficiency and transparency.
‘Don't hesitate and consider it done' is the name of the hotline the ministry launched on Wednesday.
Applicants can now lodge complaints against the ministry's employees regarding poor or improper services though the hotline or ministry's website. They can alternatively drop complaints forms in the designated box at the ministry, a senior official said.
Humaid Bin Deemas, Acting Director General at the Ministry of Labour said, “The initiative of complaint system will be the gate through which Labour Ministry customers can send their criticism against the employees' in the ministry. The complaint system is found to ensure transparency as well as being an essential part towards achieving the ministry's vision and excellence in services.''
The Ministry of Labour is the first federal department to launch the complaints system with the cooperation of Dubai Executive Council, Bin Deemas noted. He said the complaint system is a direct communication channel with the labour applicant. It is aiming to achieve the customer satisfaction by replying to their complaints and resolving their problems, he added.
Saif Al Suwaidi, the initiative manager, said: “The complaint system is not to help customers to offer suggestions or recommendations. It is brought into existence just to highlight the lack of efficiency of the ministry's employees towards customers and to ensure application of labour rules and regulations.''
Al Suwaidi added that customer can file complaints against the administrative or financial violations in the ministry.
“The complainants can get responses to their problems within a maximum of seven days, and if they are not satisfied, they can lodge another complaint with the Acting Director General.
Ways to send your complaints
- Talk to customer service over the counter at the Minstry of Labour
- Call hot line 800-665
- Visit Ministry of Labour website www.mol.gov.ae
- Fill up complaint form and drop it to drop boxes located in all branches of the ministry
- Send fax to 04-26122720
