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1 2 Contents Amendments date .. 6 Glossary of terms .. 7 About the Guide of services of Federal Authority for Identity and Citizenship .. 8 Federal Authority for Identity and Citizenship policy .. 8 Guide of services .. 9 How to use the guide .. 9 Characteristics of services .. 10 services categories .. 10 services types .. 11 Customer happiness equation .. 13 Glossary of terms .. 13 Complaints management procedures .. 14 Mechanism for dealing with complaints: .. 15 Categories of customers .. 16 Service Packages .. 17 A- Receiving 17 B. Access to the United Arab Emirates .. 18 C. Leaving the state .. 19 Communication and service channels .. 19 Customer Happiness Centers .. 20 Abu Dhabi .. 20 Emirate of Dubai .. 22 Sharjah .. 24 Ras Al Khaimah .. 25 Ajman .. 26 Emirate of Umm Al Quwain .. 26 Fujairah .. 27 Languages available by channel and 28 FAIC customer journey .. 29 Inquiry and information gathering stage .. 29 3 Access to service 29 Post-access service.
7 Date Amendment official Amendment description 15 May 2017 Team of the Federal Authority for Identity and Citizenship Updating the customer service charter and
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