Customer Service – Submit Complaints and Feedback

Service completion duration

  • Urgent complaints: within 1 working day
    Normal complaints: within 5 wor...

Service fees

Service Rating

Average Rating : From 0 users

About the Service

This service allows customers to submit their complaints and feedback on various topics related to the services provided by the MOHAP, staff, service provision methods, the work environment, etc. The complaints/feedback usually result from the failure to obtain a required service, non-compliance with the standards, or employee conduct. MOHAP assesses each complaint and takes the appropriate action

Service Process

  • 1
    The customer submits his/her complaint or feedback through one of the available channels

    • 2
      The concerned department will be determined and the adequacy of the information will be verified. If necessary, The complainant will be contacted for further details

      • 3
        The validity of the complaint will be ascertained and the customer will be notified of receipt of his/her complaint

        • 4
          The complaint will be evaluated and the complainant will be notified with the proposed solution

          • 5
            Should the solution be to the satisfaction of the customer, the complaint will be considered resolved. Appropriate short and long-term actions will be established to ensure that the same complaint will not be repeated

            • 6
              Should the complainant not be satisfied with the proposed solution, he/she may file an appeal and transfer it to the higher authorities at MOHAP

              Conditions & Requirements

              1. Complaints/feedback must be related to the MOHAP scope of work. Complaints/feedback out of MOHAP's scope of work will not be answered and the customer will be directed to the entity concerned

              2. MOHAP is committed to maintaining the confidentiality of information provided by customers

              Service completion duration

              Urgent complaints: within 1 working day
              Normal complaints: within 5 working days
              Complex complaints: within 14 working days

              Service fees

              Free

              Service channels
              • MOHAP Website: www.mohap.gov.ae

              • MOHAP Smart App

              • Email: info@mohap.gov.ae

              Payment channels
              • None - Service is free

              Target audience
              • The service is available for all customers

              Department name

              Customer Happiness

              Sector name

              Support Services

              Main service

              Customer Care

              Service Code

              110-49-002-000

              Service Classfication

              Transactional

              Service Type

              Government to Business - Government to Customer

              Sub Service Type

              Variation

              Related Services
              • This service is not linked to any other services

              Service Bundle

              This service is not linked to any bundles

              Notes

              Complaints/ feedback must be related to the MOHAP scope of work

              The valid electronic seal is accepted for documents of government entities and companies.

              Required Documents
              • The following information must be provided:

                • Customer name

                • Customer contact number or email address.

                • Complaint/feedback with all the details when using email, website, live chat or social media channels

              Sustainable Goals
              Good Health And Well-Being

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