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RTA is aligned with its vision to remain as the prime urban transportation authority. It is consistently working on the efficiency of the transport system. Therefore, making the processes more user-friendly. RTA rules are equally followed by the metro, tram and rent a car Dubai. To accomplish this, they have introduced the RTA Complaint Handling system. This provides a platform for people to voice their comments and suggestions. It is done in order to improve the provided services. This article mainly covers the process to complain about any of the RTA managed services or services. So, let us begin!
Ways to File RTA Complaint
We have listed below various methods with details of how to file an RTA complaint. Check out all the methods and have the best understanding.
Submitting a Complaint to the RTA via Email
The RTA app for complaints and gives a direct link for download. You can also download the RTA app for quick access to all services.
You can submit a complaint via email through the following five steps:
Step 1: Compose an email to ask@rta.ae detailing the issue. That you have encountered with any RTA service.
Step 2: Wait for an auto-generated reply from the RTA. It will include a complaint reference number.
Step 3: Within one working day, an RTA representative will respond to your email. Confirming the receipt of your complaint. Then, he will be requesting any additional information needed, such as your contact details.
Step 4: Within three working days, you will receive a confirmation message. Indicating that your feedback has been forwarded to the relevant department.
Step 5: The RTA representative will follow up with a phone call. It is done to inform you of the resolution of your complaint. The time taken to resolve the issue will depend on its complexity.
How to File a Complaint Directly with the RTA?
Filing a complaint in person at an RTA center. You can visit any nearby RTA center to discuss your issue directly with a manager.
The RTA also has a personal-friendly policy for filing complaints in person. For example:
If you visit an RTA service to request a service and encounter an issue, you can directly approach the manager. Whoever is available to discuss your concerns. The manager will take the necessary actions to resolve your issue promptly.
Also, you can visit these Customer Happiness Centers to meet a representative:
- Al Barsha
Location: General Department of Traffic Building, Sheikh Zayed Road. Al Quoz Industrial Area 3, Dubai
Timings: Monday to Thursday: 08:00 am to 07:30 pm | Friday: 08:00 am to 12:00 pm
Contact Number: 8009090
- Al Manara
Location: Dubai Municipality, Al Manara Centre, Sheikh Zayed Road, Al Safa 2, Dubai, UAE
Timings: Sunday to Thursday: 08:00 am to 07:30 pm | Friday Closed
Contact Number: 8009090
- Deira
Location: Behind Dubai Traffic Court, Al Quds Street, Al Twar 1, Dubai, UAE
Timings: Monday to Thursday: 08:00 am to 07:30 pm | Friday: 08:00 am to 12:00 pm
Contact Number: 8009090
- Al Kifaf
Location: Near Zabeel Park, Al Kifaf Center, Sheikh Khalifa Bin Zayed Street, Al Kifaf, Dubai
Timings: Monday to Thursday: 08:00 am to 07:30 pm | Friday: 08:00 am to 12:00 pm
Contact Number: 8009090
- Al Twar
Location: 1st Floor, Al Twar Centre, Al Nahda Street. Next to Ministry of Education, Dubai, United Arab Emirates
Timings: Sunday to Thursday: 08:00 am to 07:30 pm | Friday: 08:00 am to 12:00 pm
Contact Number: 8009090
- Umm Ramool
Location: Marrakech Street, Umm Al Ramool. Opposite Emirates Metro Station, Dubai, United Arab Emirates
Timings: Monday to Thursday: 08:00 am to 07:30 pm | Friday: 08:00 am to 12:00 pm
Contact Number: 8009090
How to Submit a Complaint to the RTA via Contact Centre?
Calling the RTA contact center is one of the simplest methods to lodge a complaint. Here’s how you can do it:
- Call the RTA Complaint Centre: Dial 8009090 and explain your issue to the representative.
- Receive Status Updates: The RTA call center agent will keep you informed. Get updated about the status of your complaint.
- Resolution Time: The issue is usually resolved within seven working days.
- Follow-Up Call: Within seven working days, you will receive a call from the agent. Who is informing you about the actions taken.
How to Submit a Complaint to the RTA via social media?
You can also submit your complaint through social media. As it is a convenient option given the efficiency of RTA services. Here’s how to process:
- Access RTA’s social media: Navigate to the RTA contact page. Where you will find icons for their social networks.
- Select a Platform: Click on any social media icon (Facebook, Instagram, LinkedIn, Twitter). So, you can send your complaint.
- Await a Response: A social media representative will contact you shortly to discuss the issue.
- Resolution Time: Typically, it takes around three working days to resolve the problem. Count these after submission.
Data Needs to Complete an RTA Complaint Application
Whether your complaint is general or specific, giving the details listed below is mandatory. So, be advised that the RTA agents will utilize these to get in touch with you.
- Full Name
- Mobile Number
- Incident Date and Time
Depending on the complaint type, additional details may be needed, for instance:
- Taxi Plate Number
- Taxi ID (found on the back of the taxi)
- Metro Station Name
- Nol Card Number
- Staff Name/ID Number
- Taxi Driver Name/ID Number
The above-mentioned particulars are essential for a prompt. Therefore, it will be an effective solution to your complaint.
Most Common Types of Complaints Filed with the RTA!
The Road and Transport Authority (RTA) is accountable for a range of complaints. Especially those related to its many services. Here are the mostly seen kinds that can be lodged:
Public Transportation Problems:
- Delays or disruptions in metro, tram, bus, or marine transport services.
- Unclean or poorly maintained vehicles and facilities.
- Safety issues or rule violations within public transportation systems.
Taxi Dispute Issues:
- Overcharging or wrong fare calculations.
- Driver misconduct or unprofessional behavior.
- Unsafe driving practices or route deviations.
- Issues with the cleanliness or condition of the taxi.
Traffic and Road Infrastructure:
- Problems mostly associated with roads, for example, potholes, poor signage, or hazy markings.
- Traffic signal errors or insufficient traffic management plans.
- Concerns about road safety measures in specific areas.
Licensing and Vehicle Registration:
- Difficulties in processing drives or motor vehicles applications.
- Errors or endorse documents.
- Problems with online services or payment processes.
Parking Services:
- Mistaken issuance of parking fines or disputes navigating fines.
- Parking meters malfunction or problems with the parking card.
- Concerns over the availability or condition of parking facilities.
Nol Card and Payment Problems:
- NOL Card top-up or credit without the solution.
- Malfunctions are a problem at metro stations or buses.
- Refunds or disputes connected to fare deductions.
Customer Service Issues:
- Non-compliant or unhelpful customer service staff.
- Long times or delayed responses to inquiries.
- Inadequate handling of previous complaints or feedback.
Accessibility Problems:
- Absence of adequate facilities for the disabled at the spots managed by RTA.
- Complaints regarding the accessibility of public transportation vehicles and stations.
Miscellaneous:
- Mobile application-related issues or website navigation.
- General comments on the current quality of RTA services or proposals for advancement.
- Environmental issues connected with RTA operations, like noise or pollution.
The above-mentioned categories are the bulk of complaints the RTA deals with. So, the users can easily report the problems they face while using the Authority’s services.
More Services by RTA for Complaints
RTA Aside from the complaints about public transport, you may also reach out to RTA for other issues. Like licensing services, parking card services, traffic fines inquiries, and payment queries. Whether you come across a fine problem or trouble with public transport in Dubai, RTA Complaint Handling lays out a simple process to deal with your complaints. They also have an RTA complaint form on the website.
Essentials Before Filing a Complaint
- Collect Detailed Data: Make sure you have all the relevant information. Like time, location, and any ID numbers (e.g., taxi plate number, NOL card number). In order to bolster your complaint.
- Be Direct: Spotlight the issue and be sure to state it just as it is. Do not mix it with unnecessary details. So that the RTA may read and work on your complaint quickly.
- Look for Existent Solutions: Before lodging a complaint, go through RTA’s FAQs or guidance services. So, you can find out if there is a solution or rationale for your issue.
- Document the Case: Write it down, and take screenshots or pictures of it. Because this will be helpful for you to explain your complaint.
- Understand Well the Steps: Get yourself acquainted with the process of lodging a complaint. The expected timelines and other requisite formalities will go a long way. Ensuring that you are adequately informed about the overall process.
- Stay Calm and Respectful: Maintaining external calmness and a respectful pattern of communication will be the very best in the efficient success of the complaint process. Which comes with a high sense of a good resolution.
- Think About Other Resolutions: If your issue is not that serious, check with the place of service. Maybe it can be dealt with right away, instead of going through a formal complaint process.
Conclusion
Putting a complaint to the RTA is a no-obstacle affair. This is meant to make sure that you are experiencing no problems with their services. There are various options available for you to choose from. Like you can choose email, social media, phone, or even visit the RTA in person. Providing the needed details, you will be following the prescribed procedures. This helps to better the transportation services available in Dubai. While addressing your issues and also helping them accordingly.
