The Amer (at your service) helpline launched by the Department of Naturalization and Residency in Dubai (DNRD) has received more than 1,135 calls in the last two weeks.

The 24-hour service is applicable in all the emirates and customers can call the toll-free number – 800 5111 – to enquire about any immigration procedure, give their suggestions or even lodge complaints.

 

Domestic workers and sponsors can lodger their complaints on issues such as harassment or absconding workers.

 

Brig. Mohammad Al Marri, Director, DNRD, says, “Our aim is to improve the service we provide to our customers. Domestic workers and sponsors can also use this service. The idea of this service is to assist our customers and solve their problems.”

 

Further to ensure that people do not refrain from using the Amer service, Al Marri said that it is not mandatory for callers to reveal their identity and they can choose to give their personal details based on their comfort level. At the moment, the Amer call centre unit in DNRD has 20 customer care personnel, who can accept calls in Arabic, English, Urdu and Farsi. Brig. Al Marri said that if required, they will increase the language options in the future. The department will also study all the calls that are registered and will award customers who give the call centre useful suggestions or ideas. Al Marri says, “We consider our customers to be our partners and this service is for them. Therefore after we complete tabulating all the calls until the end of this year, customers who gave us useful ideas and suggestions will be awarded.” Presently, the DNRD is carrying on advertisement campaigns to create more awareness about this service. Customers will soon be able to visit the Amer website www.amer.ae to post their complaints or suggestions.