United Arab Emirates
Federal Authority for Identity and Citizenship
Customers’ Complaint Guide
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Page
Table of Contents
Number
1. Definitions 3
2. Introduction 4
3. Overview 4
4. Objective 4
5. Procedures 4
5-1 Logging in to the system 4
5-2 Adding a new application or complaint 5
5-2-1 Customer’s Details 5
5.2.2 Service Details 6
5.2.3 Application Details 6
6. Tracking the Complaint 7
6-1 Notifications 7
6-2 How to track your complaint 7
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1. Definitions:
Term Definition
Guide Customer Guide of using ICA’s Complaint System
ICA Federal Authority for Identity and Citizenship
An online complaint submission system that allows ICA service beneficiaries to
Complaint System
contact ICA and submit their complaints, as indicated in the Guide.
Departments ICA’s departments
An oral or written statement submitted by a customer in any of ICA’s approved
Complaint channels, where the customer expresses his dissatisfaction with his journey to
obtain the service.
Whoever benefits from ICA’s services, is affected by the outcomes and results of
Customers
its activities or deals with ICA to obtain a service or product.
The product or service resulting from one or more processes conducted by ICA’s
Service
departments in the form of an interaction between the customers and ICA.
Competent Entity The entity complained against.
Reference Number The number through which the complaint can be tracked.
2. Introduction:
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2.1. As ICA pays attention to your complaints and is keen on closing them quickly to achieve highest
levels of its customers’ happiness and satisfaction, ICA launched the Complaint System to receive
customers’ complaints regarding all ICA jurisdictions, services and channels, whether traditional
or smart, with a view to provide a uniform system that makes it easy for customers to submit their
complaints to ICA anywhere and at any time, and to track these complaints and learn about the
actions taken regarding them.
3. Overview:
3.1. The Guide contains an overview of the procedure followed by the customers when using the
Complaint System.
4. Objective:
4.1. The objective of the Guide is to introduce the procedure of the Complaint System and how to use
it.
5. Procedures:
5.1. Logging in to the system: The Complaint System can be logged into online on ICA’s website
(www.ica.gov.ae)and clicking the icon titled “Submit a Complaint”.
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On this screen, the customer can add a new complaint or track a complaint already submitted.
5.2. Adding a new application or complaint: The customer can add a new complaint by clicking on the
field “New Application / Complaint”. This screen is divided into three parts:
5.2.1. Customer’s Details: Here, the applicant fills in own details, including basic information such
as name, phone number, email, communication method, favorite language and country of
residence.
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5.2.2. Service Details: The customer must fill in the required information on the entity to which the
complaint is submitted and the type of service wanted. Selecting the correct department and
service type will make the complaint reach the entity competent to process it.
5.2.3. Application Details: The customer fills in the details of the application and the complaint and
adds any supporting documents the customer may have to facilitate the analysis and solution
of the complaint. After filling all the information and details, the customer clicks on “Add
Application” and the system will send the complaint to the competent entity and assigns a
reference number for the complaint.
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6. Tracking the Complaint
6.1. Notifications: Upon completing the application process, the customer will receive an email
notification with the complaint reference number, through which the complaint can be tracked. In
its turn, the competent entity will examine the complaint and take the required actions to solve it
as soon as possible, or contact the customer if more clarifications are needed. Another email
notification will be sent to the customer on the result of processing the complaint, within five (5)
working days.
6.2. How to track your complaint: On the “Track Complaint” screen, the customer can track own
complaint by typing the customer’s email address and the reference number of the complaint.
Then, the customer can view the status of his complaint.
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