Customer suggestions policy
MOHAP welcomes your ideas and suggestions through one of following channels:
Channel | Clarifications |
| It is the official and unified gateway for submitting suggestions of the UAE Federal Government, and customers can submit complaints, suggestions, or Compliments through this gate and can follow the its status electronically. To submit a suggestion through this channel, it is required to do it according to the following steps:
| |
| Email address info@mohap.gov.ae | By using this channel, you can send your suggestions via e-mail to " info@mohap.gov.ae" clarifying the nature of the suggestion. MOHAP staff will register it and reply to you within a very short period. |
| MOHAP Call Center 80011111 | You can submit your suggestions by calling the toll-free number ( 80011111) and Call Center's staff will take details of your issue and record it, and then proceed with the implementation procedures. |
| Customer Happiness Centers | You may visit any of the MOHAP customer Happiness centers and go to the staff of customer care and record your suggestions through them. |
| Self Service Counter | These devices are located in some of the Customer Service Centers through which you can register suggestions and follow the same special procedures to register through the UAE Federal Gateway "NCRM". |
| MOHAP Social Channels | You may alternatively send your suggestions through MOHAP social network that are available on Facebook, X, Instagram and LinkedIn. |
| Live Chat | You may also record your suggestions/ Ideas through the live chat that is available on the website. |
| Minister Gate | Located at MOHAP website, through which customers can access it to register their suggestions/ideas and MOHAP team will communicate with them to process their suggestion. Click here |
Kindly keep following new updates regarding the new channels.
MOHAP applies the following procedures in handling customer suggestions:
Procedure | Clarifications |
| Receipt of suggestion (idea) | The suggestion (idea) is received by the customer care staff who record it in the suggestions system, and then the customer will be acknowledged that his/her suggestion is received. |
| Initial Assessment of the suggestion (idea) and adequacy of information | The customer care staff assesses the suggestion, classify it, and transfer it to the specialized business unit within MOHAP. |
| Analyzing and assessing the suggestion (idea) | The customer Care staff analyzes the suggestion (idea) with the concerned business unit, investigate its feasibility, benefits, and impact, make a decision, and communicate the action to the customer. |
| Suggestion (idea) implementation | Once the complainant accepted the proposed action, the complaint will be closed and short-term and long-term actions are made to assure the reoccurrence. |
| Honouring the best Suggestion (idea) | MOHAP will identify all suggestions (ideas), assess the best, and then honouring the customers who submit the best ideas. |
- UAE Federal Feedback Gates
- Via - Email Address: info@mohap.gov.ae .
- MOHAP Call Center: 80011111
- All MOHAP Customer Happiness Centers.
- Self Service Counter devices available within some of the Customer Happiness Centers.
- MOHAP Social Media Channels
- MOHAP Live Chat
- Minister Gate
Yes, MOHAP is committed to specific timeframe to respond to suggestions as per the following key performance indicators:
Key Performance Indicator | Target |
| Time required to make decision of normal suggestion | 14 working days |
| Time required to make decision of complicated suggestion | 30 working days |
MOHAP is implementing an integrated suggestion handling system, and as part of this system all customer care staff members are required to adhere to "Confidentiality Pledge", and staff involved in customers suggestions handling system are continuously monitored.
MOHAP study and analyze all the submitted suggestions, and its compatibility with the laws and regulations. Suggestion may be rejected if it leads to negative consequences on the institutional work. In case the submitted suggestion (idea) is already under implementation or it has been submitted by another customer or a MOHAP staff.
Customers can submit their suggestions (ideas) to MOHAP using Arabic or English languages, and MOHAP will be using other languages in the near future.
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