Complaint Handling Procedure

Complaint Handling Procedure

There are various channels available to customers wanting to express grievances and lodge complaints.

Customers can either submit their complaints through the Dubai Trade Portal or through the Jafza Call Center on the Toll Free Number 800-JAFZA (800-52392)

Alternatively, customers can get in touch with the Customer Relations team via email, official letter on company letterhead, by phone or in-person at the Jafza Offices at Jafza 15, Jebel Ali Free Zone.

Once a complaint is received from a customer through any of the above-mentioned channels, it is recorded and an acknowledgement is sent to the complainant within two working days.

A Customer Relations Manager is then assigned to review the complaint, and coordinate with the relevant department or executive for redressal.

Corrective action is taken or communicated to the customer within 7 working days of the receipt of the company.

To avoid similar incidents in future, Customer Relations Manager and / or the Department concerned suggests corrective / preventive action (if any) to the Senior Management of the organisation for decision / policy making.

If the customer is not happy with the outcome communicated / steps taken, the Customer Relations Manager escalates the issue to Top Management for a decision.