DTCM complaint policy

“It is DTCMs Policy to listen and respond to the views of our customers and stakeholders, and in particular respond positively to complaints, and put our mistakes right.

Therefore we aim to ensure that:

• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and confidentially;
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints, use them to improve our services, and review annually our complaints policy and procedures.

Complaints may be submitted to the Department of Tourism and Commerce Marketing (DTCM) in any of the following methods:

• Contact DTCM’s Business Development Department at:
  Tel: (9714) 2230000
  Fax: (9714) 2230022
  P.O. Box 594
  Via our website:http://www.dubaitourism.ae(click here)
  Email: ecomplaints@dubaitourism.ae or info@dubaitourism.ae
  Office Location: 11th Floor, National Bank of Dubai Building
  Baniyas Road, Deira, Dubai
• Visit our Visitor Information Bureau in Ibn Batuta, Wafi, City Centre or Burjuman.
• During weekends and holidays, please contact our Airport Visitor Information Bureau -which operates round the clock - at Tel: (9714) 2245252.
• Contact one of our Overseas Offices
  (See addresses under Overseas Promotions Section)

Once received, your complaint will be acknowledged and actioned within one working day. Following that:

• Complaints about the DTCM will be investigated immediately, and you will receive the response within three working days of our initial acknowledgement.
• Complaints about other organizations will be sent to the concerned party within one working day of receipt. Whenever possible and especially if the issue is within our jurisdiction, we will follow up and ensure that you receive a response within one week. Otherwise, the concerned party will respond to you directly.

Your feedback will be solicited through a questionnaire sent, once the case is closed.

We wish you the best Dubai experience.