Major General Mohammad Ahmad Al Merri, Director General of the Dubai Naturalization and Residency Department (DNRD) met with key representatives of the maritime tourism industry during a workshop held at Port Rashid. The aim of the gathering was to introduce companies operating passenger ships to DNRD’s new e-complaint system which includes a number of mechanisms to receive, assess and tackle complaints and to provide constructive feedback to improve DNRD services. This system is widely used among government authorities in Dubai and monitored by the Executive Council through the Dubai Government Excellence Program. During the meeting, Major General Al Marri asserted that DNRD is striving to increase communication with customers and partners to improve the quality of its services. Through the e-complaint system, residents and visitors to Dubai will be able to voice their specific concerns anonymously through www.ecomplain.ae. Al Marri encouraged cruise operators to take advantage of the e-complaint system to express their opinion about DNRD services and suggest new ways to achieve greater customer satisfaction and boost the tourism sector in the UAE. The e-complaint system was introduced with the aim of putting in place a mechanism based on International Best Practices to deal with customer complaints. The system plays a vital role in ensuring customer satisfaction and provides protection in terms of transparency, privacy and efficiency. This is the last in a host of channels dedicated to customer service. Other channels include the Amer service which enables the public to post their comments through the hotline 800-5111, or fax 04-3981177, email and www.amer.ae. Customers may also follow up on the processing of their transactions through new media including an online chat forum hosted on a user friendly website from Sundays to Thursdays from 10:00am till 5:00pm. Alternatively, they can visit the different service kiosks in various locations around Dubai.