DUBAI // The Ministry of Labour has started investigating complaints that its staff have been rude or unhelpful or failed to deliver adequate service. In the past week, the ministry dealt with 33 complaints through a new hotline. In one case a businessman was reimbursed after claiming he had been overcharged Dh80,000 (US$21,800) due to an error by an officer. The new system is designed to increase transparency, accountability, fairness and to improve staff performances.
People can register dissatisfaction against any ministry official by telephone, e-mail, online forum, fax or by downloading and handing in a complaint form to booths set up at ministry offices, a spokesman said. Using the slogan, "Don't hesitate and consider it done", the ministry said customers could file complaints if staff were rude, refused to provide the appropriate service, took an arbitrary decision, took too long to process documents for no reason, took too long to serve, broke the rules when providing a service, made mistakes or committed financial or administrative violations.
"It is one of many initiatives that we have this year and the next," said a ministry official attending a networking forum organised by the Mohammed Bin Rashid Establishment for Young Business Leaders yesterday. "The complaint system is the gate through which Labour Ministry customers can send their criticism against the employees in the ministry. The complaint system will ensure transparency as well as being an essential part towards achieving the ministry's vision and excellence in services," said Humaid bin Deemas, the ministry's acting director general.
"Services are available in three languages and experienced staff will be able to help the customer over the phone. They will also be there to give you advice on how to file complaints or how to get your paperwork done." Once a complaint is logged, it will be studied, processed and used to improve performance. Action would be taken if a mistake had been made. The complaints hotline is 800-665. The ministry's website is at www.mol.gov.ae
Another initiative launched yesterday would give Emiratis preference over multinational companies when Government contracts are awarded. Several companies, including Emirates National Oil Company and Dubai Trade Centre, have agreed to award contracts to Emirati businesses rather than international companies where possible. The businesses must be members of the Mohammed Bin Rashid Establishment for Young Business Leaders programme to be eligible.