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Complaints Handling Policy

The purpose of the policy is to provide complaint handling mechanisms that guarantee fulfilling our customers' needs in a customer-friendly and flexible approach. We adopt the culture of customer service excellence that ensures all complaints are handled in line with the best practices implemented in this field. All customer feedback and complaints are welcome as they play an important role in building our knowledge and the continuous improvement of our services.

Policy Statement

In line with the 'ISO 10002 Complaints Handling Standard', the Customer Care Division commits to the following principles when looking into customers' feedback and complaints: Visibility, Accessibility, Responsiveness, Objectivity, Confidentiality, Customer focused approach, Accountability and Continuous Improvement.


This policy applies to all complaints and feedback related to all services provided by The Department of Transport's Customer Care representatives.