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Home/ About RTA / Policies & Procedures
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Our Policies And Procedures

We are keen to provide safe and seamless online processing and navigation experience ensuring ultimate protection for all our online related practices. In that endeavour, we adopt transparent and ideal standards and measures to satisfy you while realizing the interests of RTA, protecting the privacy rights of both.

Hereafter a synopsis of the policies and procedures that are applicable to our online process.

RTA is committed to establish and manage robust quality control and quality assurance systems ensuring the highest levels of product and service quality, essential to achieve RTA's vision of “Safe and Smooth Transport for all.

Customer FeedBack System (CFS)

Customer Feedback System is a modern and unique system, collecting all the electronic feedback data submitted by the customers at the Main Service Centre.

We also honour every month the top users of this service in an effort to encourage feedback to assess and improve our services accordingly, and maintain good communication with our customers.

Complaints

We receive notifications and complaints through our various offline and online channels. Through our state-of-the-art CRM system, we are able to track complaints progress from their initiation until their resolution, and address all types of notifications and complaints in a timely accurate manner following strict performance KPIs to ensure the utmost customer satisfaction.

Ideas and Suggestions

We want you to help us move to the next level, and welcome all your creative ideas and suggestions to improve our services ….
Submit your suggestion online, or call 8009090. We also welcome your ideas via fax, email and all our other communication channels. Make sure your ideas are new, creative, innovative, and will help in one of the below areas:

 

  • Best Utilization of Resources
  • Improve Major Processes
  • Environmental sustainability
  • Affects RTA Image
  • Improves work quality
Feasible Suggestions with Financial Outcomes

Submit your feasibility study or plan along with the suggestion for a better chance to win one of our awards based on the below criteria:

RTA is committed to the effective implementation of a solid health and safety management system ensuring that all work activities are done safely as per the set guidelines and boundaries.

Customer FeedBack System (CFS)

Customer Feedback System is a modern and unique system, collecting all the electronic feedback data submitted by the customers at the Main Service Centre.

We also honour every month the top users of this service in an effort to encourage feedback to assess and improve our services accordingly, and maintain good communication with our customers.

The Roads and Transport Authority (RTA) is committed to achieving the highest levels of customer satisfaction and promoting secure modes of business transactions.

Transaction Security

RTA has secure mechanisms to protect the information provided to it by its customers. RTA uses state of the art encryption techniques to protect all the information identified as sensitive, or any other data that is required to be secured to meet Dubai’s federal or local government regulations.

Safe transfer of information

This website undertakes to provide sufficient protection for the information you provide to us. We employ electronic, material, and legal protection measures to maintain your confidential information. Additionally, we encrypt information classified as sensitive or data that have to be kept confidential according to statutory requirements.

Apple Pay is now available

For mobile app users, Apple Pay is now available as a mode of payment. For terms and conditions, please visit, click here

The obligation to protect the privacy rights of all our customers, who are visiting our websites, is of utmost importance to Roads and Transport Authority (RTA)..

Data Collection and Data Usage

RTA Privacy Policy deals with its guidelines related to information collection & usage of your personal information. RTA uses its website to:

  • Collect personal information for the purpose of personalizing your experience and responding to your requests / input in the most relevant way. RTA will not share any e-mail or other information submitted through its websites.
  • Provide electronic transaction capabilities when you provide any personal and/or payment information. Such information may be collected, processed and disclosed to external Dubai Government Departments to complete an online transaction and for record-keeping for such activities as billing, permits, licenses and other business-related purposes.
  • Collect usage statistics for site management, such as assessing what information is of most and least interest, determining technical design specifications, and identifying system performance issues. The information does not identify you personally. The following information about your visit is collected: - The Internet domain and/or IP address from which you access the RTA’s Website; - The type of browser and operating system used to access RTA’s Website; - The date and time of the visit; - The pages visited
Protection of personal information
  • Your personal information is only available to the RTA employees who have a need to know it. It will not be available for public inspection without your consent. Also, no site user information will be shared, sold, or transferred to any third party without your prior consent.
  • Access to such information is only given to those qualified professionals who provide RTA online services consistent with your interactions with our site.
  • There are several places throughout RTA website that may link to other web sites that do not operate under RTA privacy practices. We encourage visitors to review each site's privacy policy before disclosing any personally identifiable information.
  • Right to review, amend or correct personal details any user supplying us with his /her personal details is entitled to review, or amend those personal details at any time.
Other websites and Applications

The privacy policy applies only to the website of the RTA. In the event of shifting to another website though the link provided at RTA website, you should read the privacy policy of that website so as to be aware of the applicable practices. RTA will therefore not accept responsibility or liability for any harm or loss incurred as a result of surfing that website.

Privacy Breach

If you get notified about account changes you didn’t make or you doubt any privacy compromising, please communicate with us via ask@rta.ae or call the toll free number 8009090.

RTA considers effective asset management vital to the success of its plans.

Customer FeedBack System (CFS)

Customer Feedback System is a modern and unique system, collecting all the electronic feedback data submitted by the customers at the Main Service Centre.

We also honour every month the top users of this service in an effort to encourage feedback to assess and improve our services accordingly, and maintain good communication with our customers.

RTA is providing the best accessibility options with great variety of apps and online services, including Accessibility Information for people of determination.

Customer FeedBack System (CFS)

Customer Feedback System is a modern and unique system, collecting all the electronic feedback data submitted by the customers at the Main Service Centre.

We also honour every month the top users of this service in an effort to encourage feedback to assess and improve our services accordingly, and maintain good communication with our customers.

Complaints

We receive notifications and complaints through our various offline and online channels. Through our state-of-the-art CRM system, we are able to track complaints progress from their initiation until their resolution, and address all types of notifications and complaints in a timely accurate manner following strict performance KPIs to ensure the utmost customer satisfaction.

Ideas and Suggestions

We want you to help us move to the next level, and welcome all your creative ideas and suggestions to improve our services ….
Submit your suggestion online, or call 8009090. We also welcome your ideas via fax, email and all our other communication channels. Make sure your ideas are new, creative, innovative, and will help in one of the below areas:

 

  • Best Utilization of Resources
  • Improve Major Processes
  • Environmental sustainability
  • Affects RTA Image
  • Improves work quality
Feasible Suggestions with Financial Outcomes

Submit your feasibility study or plan along with the suggestion for a better chance to win one of our awards based on the below criteria:

In addition to the provisions of this agreement, browsing this website is also subject to
The federal laws of the United Arab Emirates.
The local laws of the emirate of Dubai.
The international conventions ratified by the UAE.
The logo of RTA and the content of its website are subject to the intellectual property rights applicable in the UAE and the international conventions applicable in this regard. You shall not be entitled to use them without a proper consent from RTA and without adopting the proper course of action set for this practice.

Amendment

RTA may amend the terms and conditions of this agreement, provided a notice to this effect is displayed on this webpage. Amendments must take effect once made. Your regular browsing of the website following the introduction of those amendments will be understood as endorsement of those amendments. You shall visit this page regularly to check the terms and conditions.

Required Conduct

You agree to access and use the site only for lawful purposes, and that you are fully aware of all laws, statutes, rules and regulations pertaining to your use of the site.

By accessing the site, you agree that you will NOT:

  • Use the logo of RTA and/or the content of its website without a prior consent from RTA and/or adopting the proper course of action set for this practice;
  • Use the site to commit a crime or encourage others to engage in any conduct, which would constitute a criminal offense or give rise to civil liability;
  • Post or transmit any discriminatory, libelous, harassing, defamatory, obscene, pornographic, or otherwise unlawful content against any party;
  • Use the site to impersonate other parties or entities;
  • Use the site to upload any content that contains a software virus, "Trojan horse" or any other computer code, files, or programs that may alter, damage, or interrupt the functionality of the site or the hardware or software of any other person who accesses the site;
  • Upload, post, email, or otherwise transmit any materials that you do not have a right to transmit under any law or under a contractual relationship;
  • Alter, damage, or delete any content posted on the site;
  • Disrupt the normal flow of communication in any way;
  • Claim a relationship with or represent any business, associations, or other organizations with which you are not authorized to claim such a relationship or represent;
  • Post or transmit any unsolicited advertising, promotional materials, or other forms of solicitation;
  • Post any material that infringes upon or violates the intellectual property rights of another; or
  • Collect or store personal information about others.
Registration

Certain sections of the site are restricted to registered users and/or allow access to support or online services through entering personal information.
You agree that any information provided to us in these areas will be complete and accurate, that you will not register under the name of, nor attempt to enter the site under the name of another person, and that you will not adopt a user name that RTA, in its sole discretion, deems offensive.

Termination of use

RTA may, in its sole discretion, terminate or suspend your access to or use of this site without a prior notice for your violation of these terms and conditions or laws applicable in the UAE, or for other conduct, which RTA, in its sole discretion, believes is breaching international agreements and conventions or harmful to others.

In the event of termination, you will no longer be authorized to access the site, and RTA will use any means possible to enforce this termination.

Other site links

Some links on the site lead to websites that are not operated by RTA. We do not control these websites nor do we review or control their content.

RTA provides these links to users for convenience. These links are not an endorsement of products, services, or information, and do not imply an association between RTA and the operators of the linked website. When you select a link to an external website, you are subject to the terms and conditions of the owner/sponsors of that external website.

Content

RTA reserves the right to monitor any content that you provide, but shall not be obligated to do so.

Although RTA cannot monitor all postings on the site, we reserve the right, but assume no obligation, to delete, move, or edit any postings that violate our terms and conditions, the laws of the United Arab Emirates, and the international conventions ratified by the UAE.

Indemnity

RTA reserves the right to request a financial or not financial indemnity due to any breach of the terms and you agree to defend the interests of RTA with any party, official or otherwise, in connection with any claim, financial or otherwise, arising from any breach by you of any of the terms and conditions of this agreement.

Accordingly, you will bear all costs, financial or otherwise, resulting from your breach of any of the conditions of this agreement, be it insurance, compensation, fees or any other costs, financial or others.

Any settlement made with anybody, official or otherwise, in connection with any breach of the conditions of this agreement shall not be valid and effective, unless with the explicit written consent of RTA.

Limitation of liability

In no event will RTA be liable for any incidental, indirect, special, punitive, exemplary, or consequential damages, arising out of your use of or inability to use the site, including without limitation, loss of revenue or anticipated profits, loss of goodwill, loss of business, loss of data, computer failure or malfunction, or any other damages.

Disclaimer of warranty

You expressly understand and agree that your use of the site, or any material available through this site, is at your own risk. Neither RTA nor its employees warrant that the site will be uninterrupted, problem-free, free of omissions, or error-free; nor do they make any warranty as to the results that may be obtained from the use of the site. The content and function of the site are provided to you "as is" without warranties of any kind, either express or implied.

Disclaimer for Third Party Applications

The use of any Third Party Applications is subject to any terms and a condition provided with such Third Party Application and is not governed by RTA.
The use of Third Party Application is solely your responsibility since RTA does not govern the use of such Third Party Applications.
RTA is not responsible for any Third Party Application and you acknowledge that such application may be modified or removed by its original publisher and/or respective rights owner at any time.
You assume all responsibility and risk of use of any Third Party Application (including any content therein) and RTA hereby disclaims any and all liability to you or any third party related thereto.
RTA does not have any obligation to examine or scan Third Party Applications, for any purpose, and is not responsible for the accuracy, completeness, appropriateness or legality of any Third Party Application.
The fact that a Third Party Application is available via the Apple AppStore Platform or otherwise is not an endorsement, authorization or representation of RTA’s affiliation with any third party, nor is it an endorsement of such Third Party Application and you hereby waive, any legal or equitable rights or remedies you have or may have against RTA with respect thereto.
RTA exercises no control over the third party applications, products, services, software and the Apple App Store and we are not responsible for their performance, do not endorse them, and are not responsible or liable for any content, advertising, or other materials available through the third party applications, products, services, software and the Apple App Store. We are not responsible or liable, directly or indirectly, for any damage or loss caused to you by your use of or reliance on any goods or services available through the third party applications, products, services, software and the Apple App Store.

TA is committed to implement a Collaborative Business Relationship management system with all parties and to the ongoing work of its sustainability, It ensures the efficiency and effectiveness of these partnerships and achieves the objectives expected of both parties and in consistent with it’s vision, mission and strategic objectives through

Collaborative Business Relationship management System

Ensure Efficient and Effective implementation of the Collaborative Business Relationship Management System in accordance with the ISO 44001: 2017 standard requirements and continually review and improve it in accordance with best practices.

Collaborative Business Relationship Objectives

Develop objectives for partnerships and define clear, specific, transparent and fair evaluation criteria, evaluate the partnership management system in coordination with the concerned parties periodically and establish appropriate procedures for sustaining or eliminating them, in a manner that does not conflict with the interest of RTA.

Risk-based thinking

Identify and monitor all risks related to each partnership agreement and promote an approach based on the use of analytical thinking in risk management to ensure continuity of joint business between the parties.

Resource Management

Provide appropriate resources to ensure the efficiency and effectiveness of existing and potential partnerships and to develop and improve the efficiency of all partnership management processes in line with global best practices, build capacity to enable them to perform their functions efficiently and enhance their capacities.

Continual improvement

Keep the latest technologies and creative methods as a catalyst for innovation, development, continual improvement and to achieve the leading position.

Communication

RTA Leadership circulates its policy to all concerned stakeholders (internal/external) through different available communication channels for public knowledge and awareness and reviewing its policy on a periodic basis to ensure sustainability & continual improvement.


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