Federal Tax Authority Receives Two International Accreditations for Contact Centre and Customer Complaints Management Systems
Federal Tax Authority (FTA) has secured two international ISO accreditations in recognition of its efforts to enhance customer service standards and institutional excellence across its operations.
The Authority received the ISO 18295-01 certification for contact centre management and the ISO 10002:2018 certification for customer complaints management, reflecting its commitment to adopting global best practices and improving customer experience.
The accreditation certificates were presented at the FTA headquarters in Dubai to Abdulaziz Mohammed Al Mulla by representatives of Global Business Bureau, a specialised inspection, testing, and certification body and regional partner of Global TUV.
The ceremony was attended by Jasim AlZarooni along with several FTA officials.
Commenting on the achievement, Al Mulla stated that the accreditations reflect the Authority’s ongoing commitment to strengthening its customer service ecosystem and implementing internationally recognised standards in contact centre operations.
He noted that the certifications support the FTA’s efforts to provide proactive services, continuously improve the capabilities of customer service representatives, and accelerate the handling of customer complaints with greater professionalism, efficiency, and transparency.
According to the FTA, these initiatives contribute to improving service quality and maintaining high levels of customer satisfaction and happiness.
Al Mulla further explained that the achievement forms part of the Authority’s broader strategy to enhance operational efficiency and develop human capital capabilities to ensure the delivery of integrated and effective services aligned with international best practices.
The Authority confirmed that the certifications were awarded after successfully completing comprehensive assessments and audits of its systems and operational procedures. The evaluation process included detailed reviews of policies, compliance measures, and operational frameworks associated with both ISO standards.
Meanwhile, Jasim Haddad described the achievement as an important milestone in the Authority’s journey toward institutional development and excellence.
He said the certifications reinforce the FTA’s commitment to delivering an advanced customer experience aligned with the highest global standards, further strengthening its reputation as a leading tax authority internationally.
The FTA also highlighted that it recently obtained two additional certifications: ISO 10004:2018 for customer satisfaction monitoring and measurement, and BS 95009:2019 for public sector procurement.
These achievements collectively underscore the Authority’s continued focus on enhancing governance systems, operational excellence, and customer-centric service delivery.
