x Abu Dhabi, UAE Thursday 20 July 2017

Mawaqif parking system clients unhappy with service

Customers complain that Mawaqif is unresponsive or provides inconsistent information.

Cars parked near 30th Street and Corniche Road using the Mawaqif car park.
Cars parked near 30th Street and Corniche Road using the Mawaqif car park.

ABU DHABI // Though officials at the Department of Transport (DoT) have said that appropriate communication channels are in place to allow customers to make comments and complaints about the Mawaqif parking system, customers say that Mawaqif is unresponsive or provides inconsistent information.

Susan Kemp lives in Khalidya and purchased a six-month Mawaqif parking permit in December. Until now, she said, parking has not been managed in her area, allowing a "free for all".

Mrs Kemp, who has contacted Mawaqif customer service several times, said she has received conflicting information from the "pleasant" staff.

"One time they tell us parking will not be managed in my area, another time they say it will be fully implemented on February 20. I don't know what to believe," she said. "Although there are no parking machines installed, there are a number of tow-away signs in the area."

Last month, Mrs Kemp decided to send an e-mail straight to the DoT. After a follow-up e-mail sent last week, she still has not received a response.

Mrs Kemp is not alone in her attempt to contact the authorities about the issue.

Noam Franklin, who lives on Najda Street, near an Abu Dhabi Islamic Bank branch, said he tried sending e-mails to discuss the inconsistent ticketing methods in his area.

"Not once have they replied," he said. "And when I call they claim I am the only person complaining in the area."

He said a Mawaqif customer service representative was rude to him on the phone and did not give him an opportunity to explain his complaint or provide his location.

In the Mawaqif system, most blue and white paid parking zones are for businesses and visitors, while black and blue zones are generally available to residents during the evening and early-morning hours.

Mrs Kemp said that at this point she would appreciate a simple recognition of her e-mail. "At least acknowledge me and say thank you," she said.

mismail@thenational.ae