Using Complaints & Feedback to Improve Services

United Arab Emirates University is committed to regularly reviewing received complaints and feedback, with the aim of improving service quality and enhancing the efficiency of procedures.

Service Response Timeframes

Type of Case	Description	Response Time
Comment	General note to improve services	Within 5 working days
Suggestion	Customer proposal to enhance services	Within 5 working days
Inquiry	Request for clarification or information	Within 1–2 working days
Regular Complaint	Expression of dissatisfaction with a service	Within 3 working days
Urgent Complaint	High-impact issue requiring immediate attention	Within 2 working days (48h)
Complex Complaint	Issues involving multiple departments or in-depth review	Within 7 working days

Your feedback will be handled with the utmost attention, transparency, and confidentiality. You will be kept informed throughout the resolution process.