Complaints, Suggestions and Compliments Management Policy

Document No: EAD-IMS-POL-10E Issue Date: 27.08.2025 Rev. Date: 02.04.2026 Rev. No.: 01
COMPLAINTS, SUGGESTIONS AND
COMPLIMENTS MANAGEMENT POLICY
Classification: Confidential - �ي
The Environment Agency - Abu Dhabi (EAD) is a government body established
in 1996, committed to protecting the terrestrial and marine biodiversity and
enhancing the quality of the environment of Abu Dhabi Emirate through
strategic partnerships with the public and private sectors on both local and
international levels. Furthermore, EAD adopts the best international and local
practices, encourages innovation and hard work towards applying preventive
measures and effective policies to ensure protecting the environment. EAD
seeks to promote environmental awareness and sustainable development and
to ensure the continued inclusion of environmental issues among the most
important priorities in the national agenda.
PURPOSE
This policy affirms the leadership commitment of the Environment Agency –
Abu Dhabi to enhance customer experience and achieve the highest levels of
stakeholder satisfaction. It does so through the implementation of an
integrated, efficient, and transparent system for managing complaints,
suggestions, and compliments related to EAD’s services, in alignment with the
requirements of the Government of Abu Dhabi. The system is designed to be
accessible, timely, confidential, reliable, user-friendly, impartial, and effective. It
is subject to regular oversight and audits to maintain quality and compliance.
EAD upholds the right of all stakeholders to submit complaints, suggestions,
and compliments, recognizing them as essential inputs for continuous
improvement and service excellence.
SCOPE
This policy applies to all categories of complaints, suggestions and
compliments received through the Abu Dhabi Government Contact Centre and
all other communication channels regarding services delivered by the Agency.
It encompasses all personnel and organizational units involved in the
complaint, suggestion, and compliment management process, aiming to ensure
a positive and satisfactory experience for all stakeholders.
FRAMEWORK
The complaint and feedback management framework complies with the Abu
Dhabi Government Contact Centre standards and the international ISO
10002:2018 guidelines. It is continuously reviewed and updated based on
global best practices and includes:
• Establishing clear and accessible channels for submitting complaints,
suggestions, and compliments.
• Implementing a methodology for recording and categorizing complaints,
suggestions and compliments to ensure ease of follow-up and
effectiveness of handling.
• Ensuring timely and appropriate responses within defined service-level
agreements.
• Conducting periodic reviews and analysis of all complaints and
suggestions to identify opportunities for improvement with the
implementation of recommendations, and submission of periodic reports.
OUR POLICY AND COMMITMENT
This policy reflects the EAD’s senior management commitment to maintaining
an effective, accessible, impartial, and confidential complaint and feedback
management system. The system is monitored and audited periodically to
ensure alignment with international best practices, applicable laws, and local
Our Vision
“Abu Dhabi : a thriving
environment”
Our Mission
“Promoting environmental
sustainability through
impactful policies,
continuous innovation
and collaboration with our
communities”
Our Strategic Priorities
1. Drive Abu Dhabi’s
climate resilience
2. Safeguard our air,
water, land, and
manage nuisance
3. Conserve and
showcase Abu Dhabi’s
biodiversity
4. Unlock Abu Dhabi’s
ecotourism potential
5. Accelerate the
transition to Net-Zero
Waste and promote a
circular economy
6. Develop and
mainstream impactful
environmental policies
and regulations
7. Drive environmental
compliance and
effective emergency
response
8. Become a global
leader in AI-driven
eco-excellence
9. Lead community
engagement to nudge
positive behaviour and
promote environmental
identity
10. Deliver effective
planning to enable
innovative execution
11. Be a world-class and
resilient employer

Document No: EAD-IMS-POL-10E Issue Date: 27.08.2025 Rev. Date: 02.04.2026 Rev. No.: 01
COMPLAINTS, SUGGESTIONS AND
COMPLIMENTS MANAGEMENT POLICY
Classification: Confidential - �ي
regulatory frameworks. Multiple mechanisms are made available to meet
stakeholder needs and support EAD’s culture of service excellence.
EAD adheres to the Abu Dhabi Government Contact Centre standards and
fosters a culture of open communication, accountability, and stakeholder focus.
The Agency approaches complaints, suggestions, and compliments
responsibly and constructively, addressing root causes to prevent recurrence
and improve service delivery.
We are fully committed to resolving complaints, receiving
suggestions, acknowledging compliments, and continuously
enhancing customer satisfaction. To this end, we pledge to:
• Provide accessible and user-friendly channels for submitting complaints,
suggestions, and compliments.
• Build strong and respectful relationships with stakeholders by placing
their needs and expectations at the forefront of our operations.
• Handle all submissions in accordance with the Abu Dhabi Government
Complaints Guide values: honesty, respect, ethics, fairness,
transparency, credibility, empathy, understanding, active listening,
proactivity, integrity, and reliability.
• Respond to complaints and suggestions promptly and effectively,
providing accurate and clear information through a dedicated and trained
team while maintaining confidentiality.
• Consider all submissions as key inputs to the continuous improvement
and development of services.
• Periodically review and update complaint management procedures to
ensure their effectiveness and alignment with the strategic direction of
the Abu Dhabi Government.
Channels for Submitting Complaints, Suggestions, and
Compliments
Environment Agency – Abu Dhabi welcomes feedback through the following
official channels:
• Unified Contact Centre: 800 555
• Abu Dhabi Government Portal (TAMM): www.tamm.abudhabi
• Email: contact@tamm.abudhabi
REFERENCES
• Abu Dhabi Government Complaints, Suggestions, and Compliments
Manual – Second Edition 2020
• ISO 10002: 2018
Dr. Shaikha Salem Al Dhaheri
Secretary General
Our Vision
“Abu Dhabi : a thriving
environment”
Our Mission
“Promoting environmental
sustainability through
impactful policies,
continuous innovation
and collaboration with our
communities”
Our Strategic Priorities
1. Drive Abu Dhabi’s
climate resilience
2. Safeguard our air,
water, land, and
manage nuisance
3. Conserve and
showcase Abu Dhabi’s
biodiversity
4. Unlock Abu Dhabi’s
ecotourism potential
5. Accelerate the
transition to Net-Zero
Waste and promote a
circular economy
6. Develop and
mainstream impactful
environmental policies
and regulations
7. Drive environmental
compliance and
effective emergency
response
8. Become a global
leader in AI-driven
eco-excellence
9. Lead community
engagement to nudge
positive behaviour and
promote environmental
identity
10. Deliver effective
planning to enable
innovative execution
11. Be a world-class and
resilient employer