Customer Complaints Charter

The Federal Authority for Identity, Citizenship, Customs and Port Security (ICP) is committed to providing customer-centric services that meet customers’ current and future needs, thereby contributing to an enhanced quality of life and delivering an integrated digital and service experience.

The Charter is founded on the principle of partnership between the ICP and its customers and sets out the mutual commitments that contribute to the development of services and the enhancement of their quality. This includes making use of customers’ feedback and complaints as an important source for continuous improvement.

Policy Banner Image

ICP Commitment

Providing authorised channels for submitting service-related complaints.
Managing complaints through the approved Complaints Management System in accordance with the relevant procedures and standards.
Handling complaints professionally, objectively and confidentially.
Equip specialist teams with the skills required to handle complaints efficiently and professionally.
Regularly monitor and review complaint management procedures to improve performance and enhance the customer experience.
Analyse complaints and customer feedback and use the findings to improve services and procedures.
Adhere to the approved timeframes for processing complaints according to their classification.

Timeframes For Processing Complaints

Urgent complaint: 24 hours
Standard complaint: 5 working days
Complex complaint: 15 working days

Customer Commitments

Provide the information and documents required in relation to the complaint within the specified timeframe, and no later than two working days from the date of the request.
Respond to enquiries relating to the complaint and provide the ICP with any additional information requested in a timely manner.
Provide clear and accurate information and data relevant to the complaint.
Maintain mutual respect when communicating with the ICP employees and representatives.

Complaint Submission Channels

Inquiries and Complaints Platform: Complaints can be submitted and tracked through the Inquiries and Complaints Platform.
Complaints can also be submitted through the Authority’s other approved channels, as published on its website.

Complaints and Customer Feedback

Customer feedback and complaints are an important source of insight for improving services and enhancing procedures. The Authority uses this feedback to identify opportunities for improvement and continuously enhance the customer experience.