x Abu Dhabi, UAETuesday 16 January 2018

Dubai Customs have gone multilingual

Complaints to customs officers can now be made in any one of nine languages after the agency has hired extra staff to deal with multlingual enquiries.

DUBAI // Gde moy chemodan? Or, to put it another way, where's my suitcase? Complaints to Dubai Customs can now be made in any one of nine languages. The agency has hired staff to handle written or telephone complaints not only in Arabic and English, but in Russian, as above, as well as in Spanish, French, Malayam, Farsi, Urdu and Mandarin.

"We are dealing with so many nationalities and we want people to be able to resolve any problems, so we can now deal with complaints in most of the major languages spoken in Dubai," said Ahmed Butti Ahmed, the director general of Dubai Customs. Yesterday, Dubai Customs became the first organisation to receive a new international standards certificate for its client service charter, which promises people who are shipping goods in and out of Dubai that they will be treated politely and have any issues resolved quickly.

The charter sets out what rights clients of Dubai Customs have and how they can register complaints. The certificate is endorsed by the International Organisation for Standardisation, which sets global benchmarks in areas ranging from management performance to the toughness of glass in car windows and the safety of children's toys. "We are using international standards to try and improve our performance and increase the trust that people have in the department," Mr Ahmed said.

"We are very pleased to be the first organisation in the world to get this award." gmcclenaghan@thenational.ae