Customer Charter

Federal Authority For Identity And Citizenship is keen to achieve excellence in service provision that not only attains your satisfaction but also exceeds your expectations

Our commitment to you:

• We will treat you with courtesy, respect and a smile
• You will receive high standards and a fair service
• We will cater to your needs professionally and to the best of our ability
• We will provide our services through a helpful and knowledgeable team that is understanding and capable of answering your questions
• We will provide you with service requirements, realistic expectations and completion times for each service
• You will be attended in a timely manner
• We will reduce the number of steps required to complete a service in the easiest and most efficient manner
• We will provide you with accurate information and error-free service
• We will provide you with a multi-channel service and ensure that we serve at your convenience, whenever possible
• We welcome your feedback and suggestions to serve you better

Your commitment to us:

• Appreciate efforts of staff members at your service and treat them with mutual respect
• Provide identification documents when requested
• Provide the supporting documents required to complete a service
• Inform us immediately of any changes to information provided or in case of error
• Inform us immediately of any changes that may affect service provision
• Respond in a timely manner to queries of staff to ensure timely service and quality

Measuring our success:

ICA strives to continuously improve the quality of services provided to our customers. This is achieved by measuring the success and quality of existing services through customer surveys, collection of feedback and suggestions from customers and mystery shoppers among other methods. The data collected is analyzed to identify areas for improvement; this enables ICA to employ a proactive approach to service quality management and maintain our commitment to exceed your expectations.

Our Strategic Values are based on customer focus. Our Priority is to provide our customers with premium service

Customers Complaints Charter