Dubai: The Federal Tax Authority (FTA) has successfully obtained two prestigious international accreditations, signifying a commitment to institutional excellence and adherence to global best practices. The Authority has been awarded the ISO 18295-01 certification for contact centre management and the ISO 10002:2018 certification for customer complaints management.
According to Emirates News Agency, Abdulaziz Mohammed Al Mulla, the Director General of the FTA, accepted the accreditation certificates at the Authority's headquarters in Dubai. The presentation was made by representatives from the Global Business Bureau, a specialised inspection, testing, and certification body, and the regional partner of Global TUV. The event was attended by Jasim AlZarooni, Director of the Strategy and Future Department, along with other officials from the Authority.
Al Mulla emphasized that obtaining these international accreditations underscores the Authority's dedication to continuously enhancing its customer services system. He highlighted the importance of applying international best practices in contact centre management through proactive service provision and the continuous development of customer service representatives' skills. This achievement, he noted, bolsters efforts to efficiently and transparently handle customer complaints, thereby improving service quality and maintaining high levels of customer satisfaction.
Furthermore, Al Mulla stated that these achievements are part of the Authority's broader efforts to enhance operational processes and develop the skills of its human capital. This ensures the delivery of integrated and efficient services that meet customer expectations and adhere to best practices.
The FTA detailed that the attainment of these international certificates followed a comprehensive assessment of systems and procedures related to the two standards. This process included rigorous review and audit activities by the certifying body, which evaluated policies, procedures, and compliance with the standards' requirements.
Jasim Haddad, Chief Executive Officer of the FTA's Support Services Sector, remarked that the acquisition of these accreditations marks a significant milestone in the journey towards development and institutional excellence. He asserted that this achievement reflects the FTA's commitment to providing a superior customer experience in line with the highest international standards, thereby enhancing its reputation and solidifying its position as a leading tax authority globally.
Additionally, the FTA has recently secured two other ISO certifications: ISO 10004:2018 for Customer Satisfaction Monitoring and Measurement, and BS 95009:2019 for Public Sector Procurement. These certifications further demonstrate the Authority's ongoing commitment to strengthening its systems and continuously improving service quality.