Customer Complaints

Customer Complaints

MOHAP Policy for Handling Complaints

Ministry of Health & Prevention is committed to achieve customers' happiness and provide them with outstanding services according to their needs and expectations. MOHAP also believe that customer complaints are opportunities for improvement
MOHAP is providing their customers with an integrated system where they can submit their complaints taking into the concern its ease of use, objectivity and maintaining the confidentiality and reliability of the information provided by customers. Moreover, the system is monitored and audited on a regular basis in accordance with the best practices both locally and internationally.
In addition, we emphasize that all complaints and suggestions will be treated as strictly confidential and with importance, objectivity and efficiency taking into account the Impartiality.
MOHAP complaints management system has been developed based on the requirements and the terms of ISO 10002:2018 and taking into account the UAE Federal Feedback Gate "NCRM" and will continuously modernize and improve it
For more information about the complaints policy (This document is only available in Arabic), please click here

Available channels for submitting complaints (how can customer submit their complaints)?

MOH welcomes your complaints and suggestions through one of following channels (Compensation Track):

Channel	Clarifications
UAE Federal Feedback Gate National Customer Relationship Management (NCRM)	It is the official and unified gateway for submitting complaints 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 complaint or suggestion through this channel, it is required to do it according to the following steps: 1. Registration freely on NCRM website in case you are new user. 2. Enter your information in the custom fields on the registration form. 3. After completing the registration procedure, you will receive an e-mail or text message with details of your user name and password. 4. Keep the username and password to access the site in the future. 5. After accessing the website, you will be able to submit in any of the following types of cases (Inquiries, suggestions, complaints, Compliments) after filling all the fields. 6. After finishing all of the above, you will receive the reference number via e-mail or text message. 7. You can track the status of your record in the website, call center, or personally by visiting any customer service centers. Clarification: The word "observation" is used instead of the word "complaint" through NCRM gateway, but both words have the same meaning.
Email Address info@mohap.gov.ae	By using this channel, you can send complaints through e-mail clarifying the nature of the complaint. MOHAP staff will register your complaint and reply to you within a very short period.
Call Center 80011111	You can submit your complaints by calling the toll-free number (80011111) and Call Center's staff will take details of your issue and record it. MOHAP customer care staff will then contact will contact shortly to resolve your issue.
Customer Happiness Centers	You may visit any of the MOHAP service centers, and go to the staff of customer care and record your complaints through them.
Self-service Counter	These devices are located in some of the Customer Service Centers through which you can register complaints and follow the same special procedures to register through the UAE Federal Gateway "NCRM".
Social Media	You may alternatively send your complaints through MOHAP social network that are available on Facebook, Twitter, Instagram and LinkedIn.
Live Chat	You may also record your complaints through the live chat that is available on the website.
Minister Gate	It is through the MOHAP website through which customers can access it and register their complaints and MOHAP team will communicate with them to resolve their complaint. Click here

Kindly keep following new updates regarding the new channels.

Complaints Handling Procedures (Reporting Complaints)

Ministry of Health & Prevention applies the following procedures in handling customer complaints:

Procedure	Clarifications
Receipt of complaint	The complaint is received by the customer care staff who record it in the complaints system, and then the complainant will be acknowledged that his/her complaint is received.
Initial Assessment of the complaint and adequacy of information	The customer care staff assesses the complaint, classify it and forward it to the responsible business unit within MOHAP.
Investigation of the complaint and responding to the complainant	The customer Care staff investigates the complaint concerned business unit, and resolves the complaint, make a decision and communicate the action to the complainant.
Closing the complaint and improvement	Once the complainant accepted the proposed action, the complaint will be closed, and short / long-term actions are done to assure no reoccurrence.
Escalation	In case no response was received from concerned department complaint will be escalated to concerned department representative to provide a solution
Grievance of the complaint	If the complainant is not satisfied about the proposed action, he/she has the right to grievance and complaint will reach to the top management to take an action.

Frequently Asked Questions (FAQs)

Can I make a complaint to the Ministry of Health & Prevention?

Yes, you can make a complaint against any business unit. MOHAP has clear complaints handling policy keeping the utmost impartiality, objectivity, and confidentiality. You can make a complaint through one of the following channels:

UAE Federal Feedback Gate "NCRM" https://ncrm.government.ae/ncrmstorefront/ncrm/en/?lang=en
Via - Email Address info@mohap.gov.ae.
MOHAP Call Center 80011111
All MOHAP Customer Happiness Centers
Self-service KIOSKS devices available within some of the Customer Service Centers.
MOHAP social Media Channels
MOHAP Live Chat
Minister Gate

What guarantees impartiality in resolving complaints?

MOHAP has allocated special customer care staff members who are mainly responsible for following the needs of the customers and handling their complaints, suggestions, and clarifications. Please note that the customer care staffs are completely independent of the business units who are providing services and are fully supported by highest authority in MOHAP, a system has been put in place to handle complaints through implementing the international standard of ISO 10002:2018 .

Are their specific timeframes to resolve complaints and respond to suggestions?

Yes, MOHAP is committed to specific timeframe to resolve complaints as per the following key performance indicators

Key Performance Indicator	Target
Time required to resolve urgent complaints	1 working day
Time required to resolve normal complaints	5 working days
Time required to resolve complicated complaints	15 working days
Time required to acknowledge complainant	1 working day

Do the medical complaints follow the same procedures or timeframe?

The complaints of medical nature have different procedures and are transferred to the Medical Responsibility Office, and Empowerment and Medical Compliance Department who are responsible for resolving all complaints that has medical nature and touches the health matters of the patients.

To submit a complaint, does it require the complainant to give further details of the complainant "name, address and other"?

To submit a complaint, it is not necessary to record complainant name or his/her phone numbers except in special cases where the complaint is made against staff members. However, it is preferable to provide any communication channel in case there was a need for further inquiries and explanations about the nature of the complaint, knowing that the complaints are handled by independent staff and are considering the utmost confidentiality with the maximum objectivity and accuracy.

What guarantees are in place to assure the non-disclosure of the complaints?

MOHAP is implementing an integrated complaints handling system and follow the requirements clauses specified by ISO10002:2018, and as part of this system all customer care staff members are required to adhere to "Confidentiality Pledge", and staff involved in complaints handling system are continuously monitored.

If I dislike the resulted action from my complaint? What can I do?

In case you do not like the solution resulted of your complaint, you can raise a grievance to the highest authority in MOHAP and special procedures to investigate and resolve the complaint will be followed.

What do we mean by Observations? And what is the difference between the administrative and executive observation?

The words "Observations" is Synonymous to the word "Complaints" and is followed through the UAE Federal Gateway "NCRM", and below is the difference between the administrative and executive observations:

Administrative Observation:
Through which the customer expresses his/her dissatisfaction about the procedures, transactions, or method of delivering a service during the process of acquiring the service.
Executive Observation:
Through which the customer shows his/her dissatisfaction about the regulatory services and the execution of government service after acquiring it.

What are the languages used to submit complaints?

Customers can submit their complaints to MOHAP using Arabic or English languages, and MOHAP will be using other languages in the near future.

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Available channels for submitting complaints (how can customer submit their complaints)?

Channel

Clarifications