Client Services Code
INTRODUCTION
As part of our drive to improve services to our clients, Dubai Trade has launched the Client Services Code to improve customer interaction.
The Code has achieved ISO 10001 and 10002 accreditation and we hope it improves even more your experience in dealing with Dubai Trade.
SCOPE AND OBJECTIVES
Scope
This Code sets quality standards for the services provided by Dubai Trade including enquiries and any complaints you may have,
It also sets service time delivery standards for customer interaction and provides contact points details
If you have any complaints regarding our services or this Code they will be dealt with through our complaint and dispute handling processes.
Limitations on the promises included in this charter include the case of designated unusual circumstances (i.e.: War, Environmental,)
The Code will be provided in multiple languages including Arabic, Hindi or Urdu upon request.
The Scope of this Code is limited to:
- Rosoom payment gateway
- Tradeshield
- Vessel Schedule
- Dubai Trade Subscription
- User Management
- Dubai Trade Portal
- Training Team (Satisfaction Related)
- Contact Center (Case Handling)
- Clients Relation Team (Case Handling)
- Delivery Order
- Message Centre
(DP World, Jafza, Dubai Customs Related E-service & Products are out of Scope)
Objectives
- To enhance fair trade practices and client communication with Dubai Trade.
- To reduce the likelihood of misunderstanding and complaints by managing client expectations in accordance with ISO 10001 and 10002 guidelines and the relevant documents covering the code of conduct and handling of complaints and disputes.
- To recognise and protect Clients’ rights, those of Dubai Trade’s employees and all interested parties. .
- To improve understanding of Dubai Trade’s service standards including customer support, client relations, training, Rosoom payment gateway , Vessel Schedule, Dubai Trade Portal, Tradeshield, Dubai Trade Subscription, Dubai Trade Delivery Order, Message Centre.
- To increase awareness of the different ways complaints can be communicated to Dubai Trade, including the required format for responses.
- To continually improve Dubai Trade’s services, systems and staff skills as part of our drive to achieve high levels of service in the handling customer enquiries, complaints and disputes
DIFINITIONS
For the purpose of this Code the following definitions apply:
Code of Conduct
Promises made to clients by Dubai Trade concerning its services and activities that are aimed at enhancing customer satisfaction
Quality Standards
Promises made to clients by Dubai Trade concerning its behaviour which are expressed qualitatively.
Clients
Any individual or organisation that contact or deal directly with Dubai Trade to receive one of its services and/or to purchase one of its products
Complaint
A verbal or written expression submitted to a department by one of its clients expressing dissatisfaction about the processes or the procedures followed.
Enquiry
A verbal or written expression submitted to the department by a client expressing their need to get or clarify information about processes or procedures.
OUR VISION AND MISSION
To review our Vision and Mission and read more about Dubai Trade, click here
WHAT IS THIS CODE FOR?
Our Client Service Code allows more transparent and accountable approach when dealing with clients of Dubai Trade and associated Business Units (DP World, Dubai Customs, and Jafza).
It details what to expect when contacting us by providing more clarity on our service standards and outlining how you can help us continue to meet your expectations.
The Code also aims to inform you of our complaints & dispute procedures and the communication channels.
Client Expectations from Dubai Trade Staff
- We will always be courteous, friendly, and professional
- We are committed to improve the quality of services we provide
- We will ensure continuous improvement of our services and processes and reflect changes based on our clients’ feedback
- All your information will remain confidential
- We will reply to your enquires and concerns in a timely manner
Client Undertakings
- Courtesy and professionalism when interacting with our employees
- Complete and accurate information to assist you effectively
- State your case reference number, if you have been given, when contacting us.
- Provide positive and negative feedback so we can highlight our strengths and improve any weaknesses.
- Attendance at any scheduled meetings to resolve disputes
Dubai Trade Service Delivery Standards
Contact Centre
- Available 24 hours a day and 7 days a week
- We do our best to resolve your enquiry by the end of the call. If your enquiry is more complex, we will provide an interim response so we can coordinate with the concerned Business Unit and advise you when a final response can be expected.
- Business Unit related cases need escalation and will require at least 7 business days before a solution can be communicated.
Filing a Complaint
You can log your complaints through Dubai Trade by sending an email to
We aim to acknowledge your communication and to respond within 3 business days of receipt of correspondence for the enquiry. Full resolution will be communicated within 7 business days.
If we cannot provide a full answer to your enquiry within that time, we will provide an interim response and advise you when a final response can be expected. Please note that our team will be gathering and reviewing information based on your complaint.
- Contact Centre (Case Handling) – Should the customer feel that the representative has failed to observe proper protocol when handling their case (via email and voice call), then a complaint can be raised.
- Training (Satisfaction Related) – Complaints against training related activities can be raised by customers. Specific complaints against breach of training protocol, unsatisfactory delivery and behavioural issues are included in the scope of this section. This covers both E-services training sessions & Professional Programs.
- Client Relations – As above. Should customer feel that their cases and interactions are handled in an inappropriate manner, they are free to raise a complaint against the offending party.
- Dubai Trade specific E-services (This process includes services that Dubai Trade will introduce in the future).
- Rosoom payment gateway
- Tradeshield
- Vessel Schedule
- User Management
- Dubai Trade Portal
- Dubai Trade Subscription
- Delivery Order
- Message Centre
Complaints Handling Policy
If you are unhappy with the service you have received or if you feel that we have not met the standards in this charter, then:
- You can log your complaint by sending an email to
This email address is being protected from spambots. You need JavaScript enabled to view it. - We will acknowledge your communication within 3 business days.
- We aim to investigate your complaint, provide you with the proposed action to solve it, and seek your feedback about the proposed action within seven business days of receiving your complaint.
- If we cannot fully provide an answer to your complaint within that specified time, we will provide you an interim response and advise you as to when a final response can be expected.
- We aim to follow up with you on the executed actions, make sure it has been executed within the specified period, and seeking feedback about the final result.
For Feedback on this Code
To ensure this Code remains relevant, up-to-date and reflects your expectations, we welcome your feedback by contacting us on
