Service centers (Tawafuq) provide services for
receiving and examining labor complaints. The key task of these centers is to
seek an amicable settlement between the two parties to the labor dispute and
then submit recommendations to the Ministry for approval. The Tawafuq centers
are not considered the body to make an ultimate decision on the disputes they
receive.
MOHRE provides several channels for filing
complaints, whether by employers or labor. These channels include the hotline
service 80060, the smart application (MOHRE), and the Ministry’s website
(www.mohre.gov.ae), or by visiting one of the Tawafuq centers for (People of
Determination and Senior Citizens - Registering Free Zone Complaints).
After registering the labor complaint through one
of the said channels, communication is made within 48 working hours with the
two parties to the relationship to discuss the requests submitted in the
complaint and seek to reach an amicable settlement between them. If such
settlement is not possible, a date is set for referring the parties to one of
the compatibility centers where the legal reformer in the concerned center
examines the complaint impartially and objectively trying to settle it amicably
between its parties according to to the periods specified in the law. If a
settlement is not possible, the complaint is referred to the judiciary system
for consideration and settlement. In this case the complainant must record the
complaint with the competent courts within 14 days.
Objective: Conduct an opinion
poll to know the opinions, observations, and suggestions of customers, on the
services provided in the service centers "Tawafuq" to work on
developing and improving operations and procedures
Result
Decision-making: A package of remarks and ideas has been
introduced based on the survey. Based on this, all the submitted ideas and
suggestions will be listed for implementation through initiatives based on
development and optimisation plans for providing the best services to
customers.