Customer Service Charter | Abu Dhabi Ports

Provide exceptional customer service by creating a seamless and integrated experience for our customers, characterized by a culture of empathy.
We will strive to optimize our portfolio to deliver superior value and efficiency, and leverage synergies with the AD Ports Group Clusters to cultivate operational excellence, drive innovation and enhance digitalization to exceed the evolving needs of our customers.

Service Level

We envisage to acknowledge the Customers complaints, enquiry and feedback immediately. The resolution of the complaint is based on the severity (high, medium and low) the timeline is mentioned below.

A high severity complaint – 5 working days.
A medium severity complaint – 8 working days.
A low severity complaint – 10 working days.
All customer enquiries are expected to be responded to within 1 working day and resolved within 4 working days

Customer Focus

We completely understand our role and we are happy to serve the customer. We will do our best to treat customers with dignity, respect and fairness.

Credibility and Empowerment

We will maintain complete clarity and transparency in our interactions. We will develop our capacities to fulfill the needs of our customers and provide them with accurate information.

Cooperation and Teamwork

We explore opportunities to support our colleagues and promote teamwork. We will always help to create a happy internal work environment to meet customer needs in a timely manner.

Continuous Improvement

We will do our best to encourage, support and explore opportunities to enhance customer experiences.

What You Can Expect From Us

Transparency

We will be transparent and honest with customers throughout the life cycle
of interaction.
Through transparency we will build trust with customers, and which will
help to foster a long-term relationship.

Flexibility

We will be adaptable to customers needs and preferences wherever
possible.
We will be willing to go above the call of duty to support customer’s
case.
We will strive to provide more than one option to customer to fulfill their
needs.
We envisage to provide flexibility in any aspect which will alleviate
burden on vulnerable customers.

Communication

We will provide clear and accurate information to the customers.
We will provide timely and easy to understand information to support
vulnerable groups.
We will create various communication channels with customers to deliver
prompt support.
We will ensure that customers have visibility of our contact information and
ability to provide feedback.

Responsiveness

We will respond to customers requests in a timely and effcient manner.
We will provide accurate and prompt response to customers enquiries
and complaints.
We will create an agile culture where customers issues and feedback are
promptly addressed.
We will respond to vulnerable customers with empathy and
understanding.

Collaboration

We will engage with customers to understand their needs and to provide
customized solutions if possible.
We will provide personalized support to vulnerable customers and address
specific challenges.
We will collaborate with internal and external departments and
stakeholders to support customers requirements.
We will create a sense of partnership with the customers so that they
become our brand advocates.

What We Expect From Our Customers

1. We expect customers to communicate their requests, concerns and feedback clearly and to provide all relevant information to expedite the response/resolution.
2. To behave with our team in a respectful and courteous manner in all the interactions.
3. To provide timely and constructive feedback helping us to improve our services.
4. To collaborate with us during trouble shooting processes so that the resolution can be expedited.
5. To share with us any development which is impacting their business and needs our attention.
6. To abide by QHSE guidelines of the company.
7. To show patience in the resolution of complex issues which might require thorough investigation.

Complaints and Enquiry Handling

Customers will be able to log their complaints and enquiries through website, email, telephone and in person.
All the complaints and enquiries will be logged into the CRM system and an acknowledgement number will be shared with customers.
Dedicated office building will be set up which will be focused on providing exclusive support to customers.
Dedicated email id and telephone numbers will be shared with customers.

Download our Customer Service Charter