UAE’s MoHRE handles over 30 million customer interactions in 2022

The Ministry of Human Resources and Emiratisation’s (MoHRE) Tawasul system processed more than 30 million interactions with customers in 2022, achieving a 91 per cent rating in customer satisfaction and complaint resolution.

The system includes 12 digital and online channels, such as a call centre, WhatsApp chat, live chat, email, video and voice calls, Customer Voice system, Customer First Virtual Forum, account statements, social media accounts, an interactive voice response system, and informative notifications for employers, employees, and technical support.

Aisha Belharfia, MoHRE’s Assistant Under-Secretary for Labour Affairs, said, that the Tawasul System is a 24×7 customer service system implemented by the MoHRE in the UAE. The system was built to ensure privacy and transparency.

She added, that over 12,000 training hours were conducted to ensure quality customer service and quick response times.

The Tawasul system is also the main access point for customers to inquire and file complaints related to labour market laws and regulations.

Digital interactions through Tawasul

In 2022, MoHRE’s call centre handled over 1.9 million calls, with digital interactions reaching half a million, and nearly 24 million text messages and emails were sent to employers and employees to create awareness of labour laws and services.

The Customer Voice System received 258,000 requests, and 27 virtual sessions were held with customers through the Customer First Virtual Forum, attended by over 5,000 customers.

The ministry recently sent 3.5 million account statements to employers to improve compliance with labour laws and enhance stability.

Additionally, it hosted 27 virtual sessions through the Customer First Virtual Forum, with over 5,000 attendees learning about the latest laws and services related to labor regulations.

In recent news, the MoHRE has announced the extension of the deadline for private sector employers to rectify unlimited-term employment contracts of their employees to fixed-term contracts.

Read: UAE’s MoHRE extends deadline to rectify private sector employment contracts