Roads and Transport Authority (RTA) in Dubai is very instrumental in the maintenance and management of the transportation infrastructure in the city. This is in terms of the metro system, bus, taxi, and even the Nol cards, and the RTA ensures that everything is in place. However, there can be occasions where certain issues arise or you have certain complaints.
In this guide, I will provide the complete procedure for how to file a complaint with the RTA can assist with solving these issues effectively.
Methods to File a Complaint
Method 1: Call the RTA Contact Centre
Dialing the Hotline
The fastest method of complaining is by calling the RTA hotline number 8009090. The service is 24/7 so that you can report your issue anytime.
What to Expect During the Call
On calling, you will be attended to by a customer service representative. Be ready to justify your complaint calmly and in detail. Include as many other particulars as possible, including the date, time, and details of the occurrence. The representative will take down your complaint and give you a reference number.
Follow-Up Process
You should receive a follow-up within seven business days after your call. The RTA shall also notify the complainant of the measures that have been taken to respond to the complaint and any other measures that may be required.
Method 2: Submit a Complaint Email
Drafting Your Email
You can send your complaint through email at ask@rta.ae is another effective method. This option gives you a chance to write a detailed complaint to avoid missing any important details.
Essential Details to Include
When writing your email, make sure to include:
- Your full name and contact information
- The date and time of the incident
- A clear description of the issue
- Any pertinent information like plate numbers, card numbers, driver identification numbers, or metro station names.
Response Time and Follow-Up
After submitting your email, you are supposed to get an autoresponder with the complaint reference number. An RTA staff member will usually reply to the complaint within a business day to confirm that the complaint has been received.
Method 3: File a Complaint in Person
Visiting an RTA Service Center
Another solution for people who like to communicate directly is to visit an RTA service center. Here, you are provided with an opportunity to discuss your concern with any of the staff.
Submitting a Written Complaint
At the service center, find the complaint box where workers accept written complaints. Please write your complaint details and post it in the box provided.
What Happens Next?
The RTA will subsequently look into the complaint as written and respond to you. It will be a little slower than the hotline or email, but it will guarantee that your complaint is recorded on record.
Method 4: Submit a Complaint Through Social Media
Using Official Social Media Channels
In this case, RTA lacks a dedicated complaint channel on social media despite the fact that they have official accounts on social media like Twitter or Facebook. The approach is best suited to instant, informal, or other supplementary inquiries.
How to Structure Your Message
In passing information through social media, it is always important to make the message short. Among the information to include, dates, times, and any reference numbers of the earlier communications with the RTA.
Expected Response and Follow-Up
Social media responses are faster, and they may take a few hours to be issued. However, for complex questions, you may be advised to call through the hotline or email for further clarification on how the issue will be handled.
Information Required to Submit an RTA Complaint
Complaining to the RTA, collecting all the necessary information beforehand will be useful in saving time. The information required depends on the type of complaint that is likely to have been committed.
General Information (Required in All Cases)
- Your Full Name: This name should be closely associated with your official identification cards.
- Your Contact Number (Mobile Phone): This is crucial for follow-up communications.
- Date and Time of the Incident: Assists in identifying the specific context being discussed more clearly.
Additional Information (Depending on the Complaint)
For Taxi Complaints:
- Taxi Plate Number: Specifies the actual taxi involved in the data set.
- Taxi ID (found on the back of the taxi seat): Gives more information about the taxi and the driver.r.
- Driver Name/ID Number (if known): Helps narrow down the investigation.
For Public Transport Complaints:
- Metro Station Name: Specifies the location of the incident.
- Your Nol Card Number (if applicable): Links the complaint to your use.
For Staff Complaints:
- Staff Name/ID Number (if known): Help in locating the specific staff member in question.
Tips for an Effective Complaint
Be Clear and Specific
The ambiguity may cause a slowdown in resolving. Make your complaint clear and specific, and give as many details as possible.
Keep Records
RTA should be logged down, and reference numbers, dates, and names of people you may have communicated with should be recorded. This will be of assistance in case you have to track back.
Follow Up Regularly
Once again, when you have not yet got a reply, do not lose heart in trying to do so. The consistency can provide your problem with the attention that it needs.
The Complaint Process
Initial Review
Your complaint is then usually filtered first to establish whether it is admissible and the level of severity.
Investigation
Once you have lodged your complaint with the RTA, it will initiate an investigation, and this may include checking of security cameras, employee interviews or even evaluation of what seems wrong.
Resolution and Feedback
Once the investigation process is over, RTA will move to take the requisite action to resolve the matter presented in your complaint. They will then talk about the action taken and the outcomes.
Common Complaints and Solutions
Public Transport Issues
One does not have to go far to hear people complaining about tardy buses or metro service. By improving schedules and service delivery, the RTA typically addresses them.
Taxi Service Complaints
Problems associated with taxi like poor behaviour by the taxi operator or unreasonable price are resolved by conducting an appraisal on the behaviour of the taxi operator and taking the necessary corrective measures.
Infrastructure and Road Safety Concerns
Any complaint about the quality of the roads or safety measures is pursued, and an evaluation is conducted, and in some cases, even an improvement is conducted by the RTA.
Customer Service Experience
Should your complaint be associated with customer service in the RTA, they will evaluate the experience and in case it is needed, the employees will undergo additional training.
Read Also: Thiqa Insurance: Everything You Need To Know
Final Words
In Dubai, RTA complaints are a structured procedure that would ensure that your complaint is handled accordingly. Thus, it is possible to improve the services of the RTA by using the channels described and providing appropriate and comprehensive information, and increasing the standards of transport services in Dubai.
