Customer CharterCustomer Charter

Customer Charter

"We develop our services .. To attain your satisfaction"

The Customer Charter defines the standards for the quality of service provided through various communication channels with customers (such as direct communication, by telephone, or written correspondence). This Charter aims to familiarize customers and enhance their understanding of what to expect when using SEDD services. It also introduces them with approved service, their rights, and the mechanisms for submitting suggestions to participate in improving and developing the services. It also aims to clarify the expected requirements of customers when using SEDD services, with the aim of providing them with distinguished service that exceeds their level of satisfaction. The content of this Charter was developed through direct communication with customers and various sections at SEDD to create a comprehensive document covering all aspects of customer service. This content will be continuously reviewed to ensure it adheres to international quality standards so that the employees can provide services at the required level. It should be noted that this Chart was designed in accordance with SEDD policies to enhance customer satisfaction in accordance with the requirements of ISO 10001:2018. Likely, this Charter excludes complaints and disputes subject to legal proceedings, and the application of this Charter is excluded in exceptional circumstances such as wars, natural disasters, and malfunctions beyond our control.

OUR COMMITMENT TO YOU

We will receive you with diligence and treat you with respect, attention and fairness.
We will provide you with the suitable atmosphere and facilities to deliver excellent customer service.
We will provide you with a timely multi-channel service at your convenience, whenever possible.
We will provide you with a accurate information and competent service procedures.
We will maintain the confidentiality of your dats and privacy of your transactions and inquiries.
We will always improve our procedures and coordinate with our provide you with services that commensurate with your needs.
we welcome your feedback and suggestions to serve you better

YOUR COMMITMENT TO US

Appreciating the efforts of our staff members in serving you.
Understanding our rules and procedures.
Providing us with all required documents and proofs at the time of submitting your applications.
Informing us immediately of any changes to information provided
Being cooperative and accurate in answering any inquiries made by our staff.
Sharing your suggestions and complaints with us to develop our services.

In case of reaching SEDD through email or fax:

All inquiries must be responded to within two working days.
Clear language must be used when communicating.
The confidentiality of all messages and inquiries received must be ensured.

In case of visiting SEDD:

Provide all information related to SEDD and procedures for commercial licenses.
Offer the ability to receive inquiries, suggestions, comments, and complaints from customers via the Department's website.

In case of phone calls:

Answer the phone within a maximum of three rings
Use a clear, brief, and standardized greeting when answering and identify the Department
Use an appropriate, welcoming tone of voice when answering the phone.
Do not rush to answer the caller before fully understanding the inquiry.
If you are unable to answer an incoming inquiry, specify the expected time for a final response.
Recipient must be able to receive inquiries in both Arabic and English.
Transfer the call to the concerned employee quickly.

YOU CAN REACH OUR SERVICES THROUGH

SEDD Main Headquarter or branches: Monday to Thursday (7:30am - 3:30pm)
Service Centers: Monday to Sunday (8:00am - 8:00pm)