Customer Charter 

The Customer Charter enables Smart Dubai to engage with our customers in a more meaningful way by adopting best practices with respect to responsible customer service. 

The Charter sets our benchmarks and defines your service expectations, fostering engaged customer participation to ensure excellence from government services.

Smart Dubai is committed to achieve excellence in service provision that not only attains your happiness but also exceeds your expectations. Smart Dubai has adopted the Customer Service Charter, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which comprises the following:

Our Commitment to you

We will treat you with courtesy, respect and a smile.

We will treat you in an impartial and equitable manner.

You will receive high standards and fair service.

We will cater to your needs professionally and to the best of our ability.

We will provide our services through a helpful and knowledgeable team that is understanding and capable of answering your questions.

We will provide you with service requirements, realistic expectations and completion times for each service.

We will attend to your request in a timely manner.

We will reduce the number of steps required to complete a service in the easiest and most efficient manner.

We will provide you with accurate information and error-free service.

We will provide you with you with a multi-channel service and methods of payment and ensure we serve at your convenience.

We welcome your feedback and suggestions to serve you better.

We are committed towards maintaining the privacy and confidentiality of your information and data.

We will treat People of Determination accordingly to the highest levels of service.

Your Commitment to us

Appreciate the efforts of our employees at your service and treat them with mutual respect

Provide required information when requested

Provide any supporting documents required to complete a service if requested

Inform us immediately of any changes to information provided, or in case of error

Inform us immediately of any changes that may affect our service provision

Respond in a timely manner to queries from our employees to ensure timely service and quality

You can contact us directly through the following channels:

Telephone Call to the Contact Centre

600 560 000

Formal Letter

help@dsg.gov.ae

eComplain website 

ecomplain.dubai.gov.ae

eSuggest website 

esuggest.dubai.gov.ae

MBR Smart Majlis (Comments and Ideas web site)

https://www.mbrmajlis.ae/ar/home

Happiness Meter

Limitations on the Promise

Smart Dubai cannot be held responsible for any service that is provided by an external service provider, including those services provided by the other Government Entities.