Dubai Airport Freezone (DAFZ) has been given the ISO 10002:2004 award certificate for its efficiency in handling customer’s complaints.

The certificate was handed over to Sheikh Ahmed bin Saeed Al Maktoum, chairman of DAFZ, by Dr Shah UlMansoor, the director of Swiss-based SGS Gulf Limited in the presence of Dr Mohammed Al Zarouni, DAFZ director general.

On the achievement, Dr Zarouni, said, “DAFZ is a quality service provider to 1,490 mostly multinational companies who expect nothing less from us. We have implemented an effective and efficient complaints-handling process to further improve the quality of services that we provide to our international tenants and make them delighted.”

He pointed out that the freezone was keen to adhere to international best practices in its operations.

“With the complaint system in place, tenants would have access to an open and responsive complaints handling process and enhance the ability of the Freezone to resolve complaints in a “consistent, systematic and responsive manner to the satisfaction of the complainant and the Dubai Airport Freezone.”

DAFZ has won many accolades for its high standards of excellence in facilities and services most of which are provided in a one-stop shop fashion and almost all its services are automated.

Recently, its drive towards excellence was recognised when it won the Dubai Quality Appreciation Award, said Dr Zarouni.

Dr Shah UlMansoor, SGS, director, Systems & Services Certification, said, 'The Freezone has demonstrated customer focused approval to resolving complaints and encourages the personnel to improve their skills in working with customers during the audit.'

'It was witnessed that there is continued review and in depth analysis of the complaint handling and customer satisfaction process,' he added.-TradeArabia News Service