Complaint Request / feedback

Service Card Template

English

Service Code

A reference code generated by the FTA.

Main Service

Customer Service

Service Name

Request to Submit Complaint / Feedback.

Categories of Customers

All persons.

Service Type

From Government to Business, From Government to Government, From Government to People.

Service Classification

Transactional

Service Category

Variation Service

Service Description

Through this service, the FTA addresses complaints / feedback received from customers.

Channels and Working Hours for Providing the Service

• "EmaraTax" portal https://tax.gov.ae/en/user/login.aspx

  24 hours a day, 7 days a week.

• Call center: 80082923 outside UAE+971 80082923

  From Monday to Saturday from 7:30 a.m. to 10:00 p.m.

• Email: Info@tax.gov.ae

  24 hours a day, 7 days a week.

• Live chat: https://tax.gov.ae/en/ 24 hours a day, 7 days a week.

• EmaraTax Application

  24 hours a day, 7 days a week.

• Taxpayer Support Center:

  From Monday to Friday from 7:30 a.m. to 03:30 p.m.

• Abu Dhabi: https://goo.gl/maps/v6L2gzW2UdCTsCC66

• Dubai: https://goo.gl/maps/ZgrVzVAexoJNZJW37

• FTA website https://tax.gov.ae/en/services.aspx 24 hours a day, 7 days a week.

• FTA social media channels

  24 hours a day, 7 days a week.

  • Facebook: https://tax.gov.ae/en/#body_facebook

  • Instagram: https://tax.gov.ae/en/#body_instagram

  • YouTube: https://tax.gov.ae/en/#body_youtube

  • X: https://tax.gov.ae/en/#body_twitter

• Tax Connect Channel https://booking.tax.gov.ae/en/sign_in

  From Monday to Friday from 07:30 a.m. to 03:30 p.m.

Time Required to Submit Application

• Contact us Form: 5 minutes

• EmaraTax portal: 10 minutes

• EmaraTax Mobile App: 10 minutes

• Call Center: 10 minutes

Time Required to Complete Application by the FTA

Urgent complaints: 1 working day.

Normal complaints: Within 5 working days.

Complicated complaints: Within 15 working days.

Obligation to Sign-up

Applicable on the below channels: EmaraTax portal EmaraTax application Tax Connect Channel.

Required Documents and Forms

Prepare supporting documents (if applicable).

Procedures and Steps

FTA website:

1. Access the relevant service card available on the FTA website: https://tax.gov.ae/en/services.aspx.

2. Fill in the form electronically.

3. Submit the form.

Email:

1. Prepare the supporting documents (If applicable).

2. Compose an email to info@tax.gov.ae containing the details of the complaint / feedback and contact information along with the tax registration number (If applicable).

3. Send the email.

Call center:

1. Call the FTA on 80082923 during working hours.

2. Select the appropriate option through the IVR.

Taxpayer Support Center:

1. Prepare the supporting documents (If applicable).

2. Go to the closest FTA's office during working hours.

3. Collect a ticket and wait.

"EmaraTax" portal:

1. Access the relevant service card available on the portal : https://tax.gov.ae/en/user/login.aspx.

2. Follow the displayed steps & fill in the form electronically.

3. Submit the form.

Live chat:

https://tax.gov.ae/en/

1. Click on chat with us button.

2. Fill the information & follow the instruction populated on screen.

3. Submit the complaint through the agent.

EmaraTax Application:

1. Download the application from relevant app store.

2. Sign in & access the relevant service in the app.

3. Fill in the details & submit the form.

FTA social media channels:

1. Choose your preferred social media channel.

2. Write your message with the details & send.

Tax connect channel:

1. Click on the «Book an Appointment» button.

2. Fill out the form with your contact details and service details.

3. Choose your preferred date and time from available slots.

4. Receive your unique meeting invitation link via registered email.

FAQs

1. What languages can be used to raise complaints / feedback?

   Complaint / feedback may be submitted in either Arabic or English. However, the contact center may receive calls in Arabic, English, and Urdu.

2. How can the application be followed up on?

   The applicant may follow up on the application submitted using the reference number received after submitting the application.

Fees

Free

Relevant Publications

Not applicable.

Terms and Conditions

This service must not be used to request for other services of the FTA's which may be requested through E-Services by clicking here.

Never share your password or OTP code with any person, including employees of the FTA.