DUBAI, Nasser bin Thani Al Hamli, Minister of Human Resources and Emiratisation, today launched the first national "Tawafoq" service centre in Dubai, to coincide with the launch of a hotline number dedicated to labour disputes, through the ministry's call centre on the toll-free number, 80060.

The service will implement a new system to receive and assess labour complaints, which will provide a platform for business owners and workers to present their complaints through the hotline number. Their session will be recorded and a settlement between both parties will be made in 48 hours if possible. Complaints that cannot be settled will be then referred to the "Tawafoq" centres, to be assessed by legal specialists.

The ministry aims, through the new system, to assess and settle complaints or refer them to the judiciary within 10 working days.

Ten other Tawafoq centres will be launched in the current year in Abu Dhabi, Sharjah, Ajman, Umm Al Qaiwain, Ras al-Khaimah, Fujairah, Al Ain, Khorfakkan, Kalba and Al Dhafra.

Al Hamli said that the launch of the centre is part of the ministry's strategic plan to outsource its services to the private sector, which will enable it to focus on its efforts to create and regulate employment policies and partnerships while offering services that meet the expectations of its customers and achieve their happiness.

He added that the ministry aims to manage the work of the centres, through specifying their responsibilities and roles and continuing and improving its transparency and impartiality in dealing with labour complaints that are referred to the centres, which will offer their services on behalf of the ministry, through a partnership with the private sector that will manage the centres according to the standards of the "UAE Government Services Excellence Programme."

He also highlighted the necessity of increasing the ministry's efforts to achieve its targeted level of customer happiness, which is 90 percent or over, as well as to deal with customers professionally. The number of complaints that the centre's legal experts aim to handle by the end of the year is 140, he added.

The ministry has specified three minimum requirements for the centres. The first is that they must be open daily, except for Fridays, from 8:00 to 20:00. Waiting times must also be between three to ten minutes, and the time available for each case is 30 minutes, which could be increased to up to an hour depending on the nature of the case.

The ministry makes it obligatory for the centres to provide their services in Arabic, English and Urdu when dealing with customers, as well as translation services for other languages

Source: Emirates News Agency