Complaints Policy

The Federal Authority for Identity, Citizenship, Customs and Port Security (ICP) is committed to managing customer complaints as an important source of feedback and an opportunity to develop services, improve performance and enhance the customer experience.

The ICP implements a complaints management system in accordance with the relevant requirements, including those of the international standard ISO 10002:2018, while maintaining a commitment to the continual improvement of the system’s effectiveness and efficiency.

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ICP Commitments to Complaint Management

Provide the necessary resources to ensure the effectiveness and efficiency of the complaints management system.
Comply with the laws, regulations and relevant requirements governing complaint management.
Engage relevant stakeholders in matters relating to the complaints management system, in accordance with their respective roles and areas of responsibility.
Regularly monitor and evaluate the performance of the complaints management system.
Conduct the necessary reviews and audits to verify the effectiveness of the system.
Identify the risks, opportunities and potential impacts associated with complaints management, and implement appropriate actions and controls to address them.
Utilise the findings from complaints and customer feedback to develop services and improve procedures.
Continuously improve the complaints management system to enhance service quality and the customer experience.
Review and periodically update the complaints policy to ensure its continued suitability and effectiveness.
Implementation of the requirements of the Complaints Management System and the requirements related to ISO 10002:2018.

Policy Scope

This policy applies to the ICP Complaints Management System and covers relevant parties in accordance with their respective roles and responsibilities in service delivery, complaints management, and complaint resolution.

Policy Availability

ICP is committed to ensuring that the Complaints Policy is clear and readily accessible at all relevant managerial and organisational levels.
ICP makes the policy available to relevant interested parties, including customers, partners, suppliers, and various segments of the community, through its approved communication channels.

Review and Updating

The Complaints Policy is reviewed periodically to ensure its continued suitability and effectiveness, and to keep it aligned with changes in relevant legislative and regulatory requirements and applicable standards.