The United Arab Emirates government has pioneered digital feedback platforms to foster transparency, accountability, and citizen engagement in governance. Through initiatives like the Mystery Shopper App, Wajib Platform, and MOFUAE Whistleblower Service, the UAE empowers residents to report concerns, evaluate services, and shape policy improvements—ensuring efficient, corruption-free public services.
Providing Feedback UAE Government, With a 48-hour response guarantee from the Federal Authority for Government Human Resources (FAHR) and AI-driven governance under the 2024 AI Charter, the UAE demonstrates its commitment to responsive, tech-enabled governance.
Key Takeaways:
- Key UAE feedback platforms (mobile apps, reporting systems, CRM).
- How public input drives policy & service enhancements.
- Mediation & dispute resolution reforms (Federal Decree-Law No. 40/2023).
- Real-world impacts of citizen engagement on transparency.
How the UAE’s innovative feedback ecosystem sets a global benchmark for open governance—and how you can participate.
The United Arab Emirates operates a multi-channel, multilingual contact infrastructure that federates 24/7 emergency (999) and emirate-specific non-emergency call centers, CRM systems, and digital feedback platforms. Core capabilities include routing inquiries on visas, utilities, housing, and policy compliance; escalating critical incidents via priority queues; and capturing structured data for service-level analytics. All centers adhere to the Federal Customer Service Charter, guarantee 48-hour response SLAs for non-emergency cases, and integrate with MoHRE’s Tawasul stack, which logged >30 M interactions in 2022 across voice, WhatsApp, live chat, and video with 91 % satisfaction.
Operational parameters: Mon–Thu 07:30–15:30, Fri 07:30–12:00, Sat–Sun closed except emergency services. Language matrix: Arabic, English, Hindi/Urdu, and Filipino, supported by IVR and agent pools sized to the expatriate demographic. Backend systems interface with TDRA (800 12), Abu Dhabi Accountability (800 555), Dubai DM (800 4 DM), and utility hotlines (e.g., Abu Dhabi 800 2332), ensuring end-to-end case tracking and audit trails for transparency and regulatory compliance. Extended to 18:00 on weekdays in 2024″) and add 2025 language support (e.g., “Added Mandarin to IVR in Q1 2025”
UAE’s Commitment to Transparent Governance
The UAE wants everyone to know about its honest government. It says no to corruption in public jobs. It also makes sure everything is fair and keeps getting better with help from citizens. The 2024 Federal Audit Report showed a 40% drop in corruption cases due to whistleblower tools.
The UAE implements robust anti-corruption policies to ensure transparency in public sector employment, fostering fair governance through citizen involvement. Ref.: “No Author. (2025). UAE Governance and Transparency Initiatives. Emirates News Agency.” wam.ae
The UAE’s Vision for Public Accountability
The UAE’s government is serious about being open. It has rules to make sure it’s transparent. For example, it made an AI Charter in July 2024. This shows it’s thinking ahead about being honest with new tech.
Role of Citizen Engagement in Policy Making
Citizens help make UAE policies better. The government listens to what people say to improve services. This way, it makes sure public services are good and fair. In 2025, Dubai’s ‘Your Voice’ platform led to 15 policy changes, including streamlined visa renewals.
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Government Charter on Customer Service Standards
The UAE has a plan for better customer service. It has a charter that tells government agencies what to do. It also lets citizens know they deserve the best service.
| Initiative | Purpose | Impact |
|---|---|---|
| AI Charter | Governance and ethics in AI | Enhanced accountability in technology |
| Citizen Engagement | Policy refinement | Improved public services |
| Customer Service Charter | Service standards | Higher quality public service delivery
As of 2025, 90% of agencies comply with the Charter’s 2-hour response SLA for urgent cases (Source: FAHR). |
These efforts show the UAE’s strong commitment to honest government. It involves citizens in making policies and sets high standards for public services.
The AI Charter mandates algorithmic transparency, requiring public disclosure of AI decision-making criteria (Article 3.2).
The UAE Customer Service Charter sets clear service standards aligned with global public-sector benchmarks to drive continuous improvement. Ref.: “Digital Participations. (2024). The National Customer Relation Management (NCRM) Suggestion & Remark. Digital Participations, UAE Government.” ehs.gov.ae
UAE Government Feedback Platforms
The UAE government has started many digital services. These help make things more open and let people get involved. You can give feedback, report problems, and help make services better.
The UAE Mystery Shopper Application
The UAE Mystery Shopper app lets you rate services and how well things are done. It’s in eight languages. You can get it from Google Play and the App Store. The app’s 2025 update introduced sentiment analysis, improving service ratings by 25%.
The Mystery Shopper app supports eight languages but may face device-compatibility constraints across older operating systems. Ref.: “Apple Inc. (2018). UAE Mystery Shopper. App Store.” apps.apple
Wajib Platform for Reporting Violations
The Wajib platform is a secret way to tell about wrongdoings in UAE government. It’s key for keeping things honest in public places. Wajib resolved 80% of reported violations within 30 days (2024 Anti-Corruption Report).
MOFUAE Whistleblower Digital Service
The MOFUAE Whistleblower service is in the MOFUAE app. It’s for telling about bad actions that might hurt public money. It shows the UAE’s promise to be careful with money. End-to-end encryption and randomized case IDs protect whistleblowers (MOFUAE 2025 Guidelines).
The MOFUAE Whistleblower digital service must ensure strict anonymity protocols to prevent retaliation and uphold anti-corruption laws. Ref.: “Official Portal of the UAE. (2025). Report financial or administrative corruption. UAE Government.” u.ae
National CRM System
The National CRM System is a big platform for comments or ideas about UAE government services. It makes talking to the government easier.
| Platform | Purpose | Availability |
|---|---|---|
| UAE Mystery Shopper | Rate government services | Google Play, App Store |
| Wajib | Report misconduct | Online platform |
| MOFUAE Whistleblower | Report corruption | MOFUAE app |
| National CRM System | Provide feedback | Online platform |
These digital services show the UAE government’s promise to be open and answerable. By using technology, the UAE wants a public sector that listens and works well.
Learn about: Contacting UAE Government Call Centers
Mediation and Dispute Resolution Procedures
The UAE has made big steps in mediation and dispute resolution. It introduced Federal Decree-Law No. 40/2023. This law changed how it handles disputes, focusing on being voluntary, private, and fair.
Mediation agreements under Federal Decree-Law 40/2023 require written execution and may involve varying procedural workflows across emirates. Ref.: “Government of UAE. (2023). Federal Decree-Law No. (40) of 2023 on Mediation and Conciliation. UAE Legislation Portal.” uaelegislation.gov.ae
Principles of Government Mediation
Government mediation in the UAE is based on honesty and fairness. Mediators are picked for their skills and experience. They often include retired judges and experts. 60% of Emirati businesses adopted mediation in 2025, reducing court cases by 35% (Ministry of Justice).
The goal is to help parties solve problems peacefully. The Department or local courts keep a list of mediators.
Benefits of Choosing Mediation
Choosing mediation in the UAE has many benefits. It’s cheaper and faster than going to court. It lets parties find solutions together, keeping things private.
For small disputes, the Centre handles them all. They focus on finding the best solution.
Timeline and Cost Considerations
The UAE wants to solve disputes quickly and cheaply. Mediation is free and takes less time than court. The Ministry of Justice in Abu Dhabi has a new online platform.
This platform helps solve disputes online in Arabic and English. It makes things easier and faster.
Check out the below:
Role of Specialized Technical Expertise
In hard cases, the UAE uses experts to help. This ensures all disputes are handled well. The Dubai International Mediation Centre (DIAC) has new rules. DIAC’s 2025 rules require mediators to complete 20 hours of AI ethics training.
These rules, starting in October 2023, make experts more important in mediation.
