• Customer FeedBack System (CFS)

  Customer Feedback system is a modern and unique system, gathering the electronic data the clients of Main Customer Service Centre enter, which reflects their satisfaction with the service provided to them. Out of the Centre's keenness to implement the principle of communication with clients' and develop the services of Roads and Transport Authority provided to them by measuring client's satisfaction through this service, the Centre has decided to monthly honour clients using the system most frequently to encourage them give their feedback on the services provided to them.

• Complaints

  • RTA receives notifications and complaints from its customers through various channels i.e.…online, 8009090, RTA P. O. Box, fax, email, walk in customers, social media, customer councils and focus groups, media channels and more…
  • All complaints and notifications are studies and replied to in a timely accurate manner to ensure customer satisfaction.
  • A state of the Art CRM System is used to track complaints progress from start of log in until closure and complaint resolution.
  • The Customer Service Department has set many performance KPIs to ensure the timely treatment of complaints

• Ideas and Suggestions

  We welcome your out of the Box ideas and suggestions to improve our services ….we want you to help to move to the next level
  All suggestions can be logged online or call 8009090 to give your idea…We also accept ideas via fax, email and other channels. Make sure your ideas are new, creative, has the out of the box element and will help with one of the below criteria:

  • Best Utilization of Resources
  • Improve Major Processes
  • Environmental sustainability
  • Affects RTA Image
  • Improves Safety
  • Improves work quality

Submit your feasibility study or plan along with the suggestion for a better chance to win one of our awards.

Best Feasible suggestions are awarded annually as per below criteria: