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About this 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

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

  • 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

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

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

  • 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

  • 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

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

Conditions and requirements

  • 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

  • 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

SDGs goals

Service locations

Support

Payment channels

  • None - service is free

Target audience

  • The service is available for all customers

Resources

Service category

Individual services

Sub service category

Individual services (general)

Main service

Customer Care

Service code

110-49-002-000

Service classification

  • Government to customer
  • Government to business

Service type

Transactional

Sub service type

Variation

Number of transactions

0

Notes

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

This service accepts documents authenticated with the UAE PASS Digital Seal.

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