Independent research confirms Courts’ commitment to customer service and Court excellence.
Dubai, United Arab Emirates, 04 June 2011: The DIFC Courts, the Dubai International Financial Centre’s (DIFC) independent, common law judicial system has once again achieved excellent satisfaction ratings from its users, particularly in categories such as operation and workflow, methods of communication, events, lectures and employee satisfaction. In line with the Customer Service Charter announced by H.H. Sheikh Mohammed bin Rashid Al Maktoum, Prime Miniter of the UAE and Ruler of Dubai, the impressive results are a testament to the DIFC Courts’ focus on customer service, which has been acknowledged by the legal community and Courts’ users.
As part of the DIFC Courts’ business excellence initiatives, it annually undertake a Courts’ Users’ Satisfaction survey to measure the level of satisfaction with the judicial services it provides and to ensure quality standards are maintained at the highest level. In its latest survey, undertaken in December 2010, 72 percent of respondents reported that their understanding of the DIFC Courts had improved over the year and 76 percent of respondents believed that the Courts had been more active. Operation and workflow achieved 6 percent higher at 72 percent. Results from the previous year’s survey indicated that 100 percent of those independently surveyed would recommend the DIFC Courts to other users. Other business excellence initiatives of the DIFC Courts include mystery shopping surveys, exit surveys upon visiting the Courts and employee engagement surveys; all part of the efforts by the Courts to adapt and improve based on continuous feedback from the community.
Throughout 2010 and 2011, the DIFC Courts have launched several new initiatives to improve its judicial offering, including the introduction of a web-based case management system and e-filing, bringing the convenience of online facilities to those with cases before the Courts. These initiatives were instrumental in achieving an increased level of operation and workflow satisfaction. These initiatives are also in line with the Customer Service Charter announced by H.H. Sheikh Mohammed bin Rashid Al Maktoum with the aim of meeting customers’ needs through speedy delivery and efficient service.
The DIFC Courts’ provide accessible, efficient and transparent justice, with a focus on the person or business using the Courts. For example, the satisfaction survey indicated that the Courts’ methods of communication has improved by 14 percent over the last year, rising to 77%
Michael Hwang, Chief Justice of the DIFC Courts said, ” In line with H.H. Sheikh Mohammed bin Rashid Al Maktoum’s vision for excellence in customer service, the DIFC Courts strive to ensure our Courts’ users are treated with respect and professionalism and that their cases are handled with the highest levels of efficiency. We are pleased with the outcome of our latest Users’ Satisfaction Survey and for the efforts of the Courts’ team to achieve these results.
Mark Beer, Registrar of DIFC Courts, commented, “The DIFC Courts team is extremely pleased with the outcome of the customer satisfaction survey which this year saw double the number of responses. The extensive feedback and increased satisfaction we’ve received indicates that each initiative and additional effort being conducted towards greater transparency and efficiency has a positive effect on the role of the DIFC Courts in our community. We are determined to continue rolling out initiatives and improving our services in line with the feedback received from our users.”
The DIFC Courts have not only been recognised by Courts’ users, but were also awarded the ‘Best Public Sector Customer Service Team Award’ at the 2010 UAE Customer Service Week STAR Awards at which they were also nominated as a finalist in four other categories.
NOTES TO EDITORS
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About the DIFC Courts
The DIFC Courts is an independent court system set up to uphold the provisions of DIFC laws and regulations. They provide the protection of an English language, common law court system, with an internationally renowned bench of judges versed in commercial disputes, to ensure transparent and efficient justice in civil and commercial matters in or relating to the Centre. The overriding objective of the DIFC Courts is to deal with cases justly and swiftly and to help parties settle cases. Designed to deal specifically with the sophisticated transactions conducted within the DIFC, the DIFC Courts provide comprehensive legal redress in civil and commercial matters. Along with offering the highest standards in legal dispute resolution and a judicial system based on international best practices, DIFC Courts provide a small claims tribunal which is unique in the region. In January 2008, DIFC Courts appointed the first female judge in the UAE and announced that two Emirati judges had become common law International Judges. The DIFC Courts were established under laws enacted by The Late His Highness Sheikh Maktoum bin Rashid Al Maktoum, Ruler of Dubai in September 2004. The DIFC Courts are an independent judicial system which has jurisdiction over matters arising from and within the DIFC. The DIFC Courts were established under two new laws enacted by His Highness Sheikh Maktoum bin Rashid Maktoum, Ruler of Dubai. Dubai Law No. 12 of 2004 established the Judicial Authority at the DIFC and sets out the jurisdiction of the court and allows for the independent administration of justice in the DIFC. The laws establishing the DIFC Courts are designed to ensure the highest international standards of legal procedure thus ensuring that the DIFC Courts provide the certainty, flexibility and efficiency expected by the global institutions operating within the DIFC.
About the DIFC
The Dubai International Financial Centre (DIFC) is an onshore hub for global finance. It bridges the time gap between the financial centres of Hong Kong and London and services a region with the largest untapped emerging market for financial services. In just three years, over 600 firms have registered at the DIFC. They operate in an open environment complemented with world-class regulations and standards. The DIFC offers its member institutions incentives such as 100 per cent foreign ownership, zero tax on income and profits and no restrictions on foreign exchange. In addition their business benefits from modern infrastructure, operational support and business continuity facilities of uncompromisingly high standards.
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