Customer Service Charter – Dubai
1- Introduction
National Central Cooling Company PJSC (Tabreed) is a partner of choice for public and private sector organisations across the GCC, providing award-winning, high quality, efficient and environmentally sustainable District Cooling services while delivering excellent value to shareholders.
Tabreed and its subsidiaries hold Permits for the provision of District Cooling Services within the Emirate of Dubai.
Tabreed is entirely committed to operational excellence in everything the company does, and works continuously to develop customer service tools and methods that meet or exceed its obligations and commitments.
The company conducts billing, collection and end user metering through its subsidiary, Tasleem Metering and Payment Collection – Sole Proprietorship L.L.C (Tasleem). Tasleem holds a Permit for Billing Services.
Tasleem is the point of contact and interface for individual residential customers (End-user Customers), whereas Tabreed is the focal point for government, commercial bulk offtaker customers (Offtaker).
2- Customer Focused Approach
Tabreed has a strong commitment to address any issues raised within a reasonable timeframe. All customers have a right to complain and our proactive approach is to seek and receive feedback. Any Customer who has made a complaint will be treated with respect, and we strive to resolve complaints efficiently, at all times the goal being customer satisfaction.
3- Responsiveness
Customer complaints are acknowledged and responded to fairly, reasonably and in a timely manner. Our customers are kept informed about the progress of their complaint, and advised about the outcome reached, reasons for the company’s decision and any review options available. All customer complaints are recorded and tracked, and the timeframes for resolution are monitored.
4- Charges
There are no charges levied on handling complaints.
5- Complaints Handling Process
5.1- Lodging a Complaint
End-user Customers can lodge complaints by calling 800 TASLEEM (8275336), emailing customerservice@tasleem.ae, or visiting the Tasleem website: www.tasleem.ae.
Bulk-offtake customers will be able to log complaints by calling 800 Tabreed (8227333), sending an email to customerservice@tabreed.ae, or contacting their designated Account Manager.
The complaint can be assigned, tracked, and monitored by the Customer Service team leads. When a call type is selected in the billing system, the operator has the option to list the complaint. All complaint types are included in the complaint reports.
5.2- Receipt and Acknowledgment of Complaint
Customers will receive an acknowledgment receipt of their complaint via either a phone call or an e-mail. This acknowledgement is made on the day the complaint is lodged, provided it is a business day, or the following business day if the complaint was made during the weekend or on a public holiday.
5.3- Accessibility to the Complaint
End-user Customers can request copies of their complaint log by emailing customerservice@tasleem.ae or calling 800 TASLEEM (8275336) during normal business hours.
Bulk-offtake Customers can request copies of their complaint log by emailing customerservice@tabreed.ae or calling 800 TABREED (8227333) during normal business hours.
6- Consultation
The customer charter is being developed in consultation with the Regulatory and Supervisory Bureau for the electricity and water sector (RSB).