Document background
The Customer Complaint Handling Policy serves as a crucial document for businesses operating in the UAE, where consumer protection and service excellence are heavily emphasized by regulatory authorities. This policy is essential for ensuring compliance with Federal Law No. 15 of 2020 on Consumer Protection and various emirate-level regulations. It provides a structured framework for managing customer grievances, maintaining required documentation, and meeting statutory obligations for complaint resolution. The document becomes particularly important given the UAE's diverse consumer base and the need for standardized approaches to complaint handling across different channels, including traditional and digital platforms. Organizations implement this policy to demonstrate their commitment to customer satisfaction while protecting themselves against regulatory non-compliance.
