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Customer Happiness Charter

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Customer Happiness Charter

United Arab Emirates

General Civil Aviation Authority

Our Commitment to you

The UAE Goverment charter for future service

We, the General Civil Aviation Authority, are committed to providing the best digital and smart services that exceed customer expectations and meet their needs. We strive to achieve excellence in serving the Authority’s customers.

Our Employees Take Pride
in Delivering Exceptional Service through Digital Channels

  • Efficiency and Speed We are keen to handle your requests through our website and app with high efficiency and in the shortest possible time, ensuring a seamless and hassle-free experience.
  • Clarity of Procedures We provide our electronic services through clear and simplified steps, with full transparency regarding requirements, fees, and expected timelines.
  • Facilitation of Procedures We work to minimize the number of steps required to complete each service and provide smart guidance tools to simplify usage.
  • Proactiveness We anticipate your needs and proactively develop services before they are requested, based on digital analytics.
  • Continuous Improvement We continuously measure your satisfaction and use the evaluation results to enhance our digital performance and deliver better services.
Proud Employee
An Organization Dedicated to Employee Happiness
1

Human Centred Services : Providing government services that are tailored to meet human needs, requirements and preferences, and designed with customers’ feedback in mind.

2

Digital Services by Default : Providing proactive digital government services to suit future lifestyle.

3

Integrated, Varied and Consistent Service Channels : Providing government services through various, integrated and coordinated channels that cater to customer preferences through a unified government interface.

4

Seamless and Proactive Experience : Providing bundles of seamless, interconnected and proactive services to the customer on time and before request, based on life events.

5

One-time Data Provision : Designing interconnected and integrated government services that request customer data only once.

6

Safe Data and Guaranteed Privacy : Protecting the data shared among government entities to keep it safe and ensure customer privacy.

7

Listening to Customer’s Voice : Listening to the customer’s voice and ensuring transparency in the evaluation results.

8

Value Added Services : Adjusting government fees to reduce costs and increase efficiency in government entities.

A Positive and Proactive Customer
Accurate Data Entry The customer ensures providing correct and complete information to enable accurate and timely service delivery without delays.
Honest Evaluation of Experience The customer participates in satisfaction surveys and provides feedback with full transparency to support service improvement.
Use of Official Channels The customer communicates with the Authority through the website, smart application, or approved communication channels to ensure a prompt and accurate response.
Proactive in Suggesting Solutions The customer provides constructive ideas and suggestions to enhance services and improve the experience of other customers.
Shares Positive Experience The customer shares their successful experience with others, contributing to the promotion of a culture of effective use of government digital services.
Feedback and Complaints
A defined Mechanism for Handling Feedback and Complaints
Receiving the Complaint Listening, Understanding, and Showing Empathy
Reviewing the Complaint Quickly summarizing the issue and presenting available options
Responding to the Complaint Collaborating and Agreeing on a Solution
Closing the Complaint Ensuring the solution is effective and collecting feedback and suggestions
Stay Connected

The General Civil Aviation Authority’s website aims to facilitate, develop, and provide all required information and make it accessible. In principle, the Authority ensures the following:

Providing information and services through this portal around the clock (24/7).
Offering multiple channels to communicate with the target audience, listen to their suggestions, improve services and policies, and enhance content through continuous updates, among other measures.
Adopting the highest security procedures to protect users’ data and information.
Maintaining the confidentiality of the target audience’s information.
Communication Channels
Providing Feedback and Suggestions

Contact GCAA

Smart Application & Customer Support Channels

Smart Application: GCAA App
Email: customercare@gcaa.gov.ae
Tel: 8004466
Official Website : www.gcaa.gov.ae

Policy References

COD.CEC.PRO.0004 - VoC Management
ميثاق التسامح والسعادة وجودة الحياة
Global Star Rating System for Services
UAE Government Charter for Future Services
Emirates Government Service Excellence Program