Dubai: Complaints against taxi services have dropped by 30 per cent since the establishment of a dedicated follow-up office, the Roads and Transport Authority (RTA) has revealed.

The special office, set up under the Monitoring of Transport Activities Department, works exclusively to track public complaints against taxis, cab drivers and deluxe transport,

Abdullah Al Mahri, director of Monitoring of Transport Activities at the Public Transport Agency, said: “RTA is keen on delivering premium customer services to bring happiness to people through establishing effective communication with the public, especially taxi and deluxe transport users. We attach paramount attention to the suggestions and feedback received from the public, which contribute to improving our operations.”

He added that all observations received by the Customer Service Management System are closely followed up until they are eventually addressed.

“Establishing RTA’s Observations Follow-up and Handling Office, which replaced the separate offices in franchise companies operating taxis and deluxe transport, has effectively contributed to improving the observations-handling mechanism,” he said.

He said that the dedicated office has been beefed up with additional 20 multi-national investigators to ensure rapid communication with all customers, which contributed to the enhancement of customer satisfaction rating.

Working hours of the office have also been extended and the team now works round the clock.

Plans have been charted out to monitor cabbies’ behaviour, and an electronic investigation mechanism has been introduced.

As part of the initiative investigators are dispatched regularly to offices of taxi franchise companies in order to improve their administrative, technical and practical skills.

A mechanism has been developed to familiarise employees with a variety of traffic rules.