TV and radio broadcasters, interested in receiving the complaints of auditors, confirmed that “direct broadcasting” programs confirm the existence of a defect in communication between auditors and government departments, without denying that many officials in these departments are trying in various ways to help them solve their problems.
And they continued that they do not present all the problems that reach them, or complaints “because many of them are not worth publishing,” adding that they are keen to make sure that the complainants have passed through all the required stages, to transfer their complaints to the officials before they decided to go to their programs for the solution, while he drew Reviewers in government departments and bodies that direct broadcasting programs are the optimal link to communicate their observations to the relevant authorities as soon as possible, considering that they are “brief ways to the offices of officials.” But they said they are not thinking of resorting to it, except when they face difficulty in ending treatment, or solving a problem.
On the other hand, officials in government departments and bodies said that the complainants of the direct broadcasting programs lack the necessary awareness to reach the responsible party, considering that resorting to these programs should be the last treatment.
They explained that there is a belief that direct broadcasting programs are the fastest way to solve their problems, even though they did not try other methods, pointing to the need to educate the public about the mechanisms of communicating with the authorities concerned with complaints in them.
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Scale (Abu Omar) confirmed that the live broadcasting program is “balanced” between the callers and the officials, and that it does not tend to one side at the expense of another, but rather remains in the middle. He believed that the broadcaster should not comment on communication or complaint before referring to the other party, who is responsible, and knowing the reasons that he called for not responding to the complaint, because some callers do not talk about all points in the complaint, and here comes the role of the broadcaster in confirming before attacking the official, Or launch prior rulings. He explained that expressing an opinion on the problem is something, interfering with it, and that the broadcaster becomes in place It is against a person. Muhammad Khalaf considered that the program has no negative impact on the listener or the viewer, but rather a positive matter, considering that the complainant directs the program, evidence of his conviction of the importance of the program, and that it solves problems. He added that the program does not submit complaints on the air before making sure that the complainant returned to the competent authorities, and continues with it to solve them. He added that the officials previously believed that the program was overwhelmed by them, stressing the change of the situation, because government departments and institutions receive contacts and complaints of listeners with a wide chest, and they listened to them daily. Cute connections Announcer Muhammad Khalaf said that one of the listeners complained about Islamic affairs and endowments, calling for the appointment of two appointments for prayer, the first for citizens only or for citizens and residents who smell good, and when this group ends from prayer, the other group enters Asian and foreign communities, because he does not bear the smells of workers in the mosque . In another incident, one of the listeners contacted the program, saying that he found the most successful and most effective solution to the phenomenon of escaping maids, and that he who follows this proposal will never escape the maid, and the proposal is to take a picture of the family members with the maid, provided that the family retains a copy and the maid with another copy, considering This will help dissolve social differences between them. As for (Abu Omar), she talked about a woman who called after the end of the program, worried, because her dog was lost, and she asked the program to communicate with Dubai Police. “I ask the Commander -in -Chief of Dubai Police to get all his forces to search for my dog,” she said, stressing that she wants to go out with them to search for him, and to know if there are witnesses who saw the dog. (Abu Omar) said that he suggested that she go to the newspapers, publish the dog’s image, or do as foreigners do in their countries, then the images are affixed to the walls, and determined a reward for those who find it. |
In detail, the broadcaster Mohamed Khalaf, one of the direct line providers on Sharjah Radio and Television, confirmed that the “direct line” program is a radio and television channel between the listener, the viewer and the official, explaining that the program is not only to display complaints, as many people think, but also provides major lines from The most important of them is the media and educating people about what they have and what they have, adding that the quality of complaints that reach the program is either living service issues, which the citizen and the resident live in the country, or that general problems experienced by the Emirates, do not affect a specific party, such as the population composition in the country.
Khalaf pointed out that this type of issue does not require speaking with a specific official, but rather requires dealing with him with public awareness, and explaining how to understand this issue on the ground.
He believed that the media should play a role in urgent issues, such as the high cost of dowries, national identity, divorce, problems and phenomena such as the escape of servants, and others because it is a wilderness that many people follow, and it must be invested to educate the public, stressing that the other role of the program is not to make the audience’s thinking limited to Special complaints or problems, but “interest in the general issues that are currently taking place.”
He pointed out that not all complaints that are received to the direct line program should be shown on the air, explaining that the program has a specific policy in responding to complaints and suggestions, as some send a text message to the program, and a special department reads it and communicates with the owner of the message under the air to know the topic Full.
Khalaf said that one of the text messages that included a complaint, and I mentioned to the direct line, is that one of the listeners sent a message of its content, “I have a problem with my son’s school, they hit him”, as a broadcaster for the program, I cannot read this message before making sure of its authenticity, has this happened. The incident? Stressing that in the program they must communicate with the other party of the case, because it can be an attack on the teacher, and the teacher defended himself.
He added that in the event that the details of the complaint are confirmed, the program communicates with the official in the authority concerned with the complaint, and informs it of the content of the complaint, and that this complaint will be presented to the program and we want a response from the official, explaining that if the official is ready to respond directly, the program will present the complaint and respond responsible.
Khalaf pointed out that some officials need time to respond to the complaint, as he is due to his circle and asks and inquires about the source of the problem and how to solve it, “This is why we will get it one or two days so that we do not delay the complainant.”
He explained that some officials refuse to respond to the complaint on the air, and sometimes they do not respond to the program’s contacts, adding, “In this case, we present the problem on the air, and all we can say is that we have tried repeatedly to communicate with the official to respond to the issue, but we did not succeed ».
The host and presenter of the “Live Broadcasting” program on Radio and TV Nour Dubai, Rashid Al -Kharji (Abu Omar), said that the direct broadcasting program “has become in line with the development of the emirate according to the orders of the Executive Council”, so that each department must listen to everything that is said in the program and improve its services Based on what is heard, adding that offering observations and proposals helps government departments and bodies to develop.
He explained that the program policy requires “not to display all communications and text messages”, noting that the quality of calls and their appearance on the air is not randomly, but the contacts due to appear are presented. (Abu Omar) stated that the communications that are presented are what contains something that benefits the listener or the relevant circle.
He pointed out that the program has been working to communicate with all departments since 2007 by delivering complaints and proposals, adding that they give these departments for two days to know their response to the complaint, and the department’s response will be that the official will respond to the subject himself, or that the official spokesman will try to respond to the points presented in the complaint, Which was offered to the program.
He stressed that some officials communicate with the complainant directly to solve his problem, or discuss it in the way of the solution and its consequences, or why it cannot be solved, it may be because it concerns multiple parties and that it is necessary to communicate with these bodies to find the appropriate solution, indicating that some of the issues that reach To the program is not resolved, but we cannot not display it on the air and try to find appropriate solutions and communicate with the responsible authorities.
The coordinator of the “Live Broadcasting” program on Nour Dubai Radio and TV, Najat Al -Suwaidi, said that the coordinators of the program monitor the complaints that reach them, from calls or text messages, explaining that “it is not displayed unless they are complicated, and the lines are intertwined.”
She pointed out that the communications and text messages that are due to the live broadcast and have the same quality, that is, if it is complaints about the bill of communications, cutting the line, or even the “Internet”, it is transformed directly to the competent authority and in this case the communications, or any relevant circle, are. She sponsors her directly with complaints.
For his part, references Muhammad Mal Allah said that people trust radio programs such as direct broadcasting or direct line, because they communicate with officials constantly, adding that they know what the problems of citizens are, deal with them transparently and provide effective solutions to them.
He pointed out that he faced several problems with government departments in the past, but he never thought of communicating with radio programs, because he believes that the solution is for the stakeholders, that is, the department concerned with the subject, explaining that the references must be patient before he submitted the complaint because the delay can be To be caused by the routine.
The references (Abu Jasim) considered that some of the departments “mastered” in fabricating problems for the auditors, as they are constantly new laws, adding that he faced difficulties with the service of dealers in government departments and provided many complaints, but he suffered the remarkable delay in responding to them.
He added that it is not the type that resorted to the “third party”, referring to the live broadcast programs, because he can solve his problems himself, but he did not deny that the programs helped to open communication channels between citizens and officials, and transfer their suggestions to them in a faster way.
Citizenship (Umm Muhammad) said that the radio programs have a major role in solving the problems of citizens, if the official does not want or try to repair them, noting that she sent several text messages to direct broadcast programs that played their role to the fullest.
Talal Abdullah pointed out that the government departments are going with a certain plan, whether in their dealings with the references or even in their dealings with radio programs, which is something that many auditors do not put in their account, refusing to deny their role in helping the auditors, “especially since government departments make fun of a huge part of The administrative structure in forming committees to investigate complaints and work to solve them.
For its part, the director of the general manager of the Sheikh Zayed Housing Program, Ibtisam Al -Qatami, stated that the “government” system, the complaints and notes portal made by Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, received 81 complaints to the customer complaints committee In, 2011, adding that all complaints were dealt with within seven days. She added that 30 to 40 complaints are answered for the program monthly. And she continued: “In the event that the complaint requires an expanded study of the program, or transferred from one section to another, it takes 10 days, and the program then responds to the owner of the complaint.”
She stated that auditors of the program resort to radio programs, such as direct broadcasting, because they were not convinced of the solutions submitted by the Sheikh Zayed Housing Program, adding that they “want a quick response to all complaints”, even though the logic requires that resorting to these programs is the last solution, or another Treatment is said.
Al -Qatami added that the program has a specific work mechanism to submit complaints and look at them, as the beginning is when the customer submits the observation, and to give all his data to be contacted, and then studying the observation to deal with it and responding to it.
She pointed out that the response to complaints differs, if a communication is received to the committee, then the response is immediate, and in some cases you must refer to the files of the auditors and check them to know the original problem and how to deal with it better.
The media coordinator in the governmental communication department at the Ministry of Health, Amna Mohamed, said that some auditors submit their complaints but expect the ministry to respond quickly, explaining that the most complaints must be opened an investigation and accountability .
She pointed out that the complaint is going through a series of procedures that can be made in one month or to be held in several months, relying on the type of complaint submitted, adding that each medical area has a committee to receive its own complaints, and they are looking at these complaints.
The media coordinator added that some resort to radio programs to obtain rapid solutions without referring to the responsible authorities, while others are not satisfied with the solutions submitted by the ministry or from the medical region, explaining that the ministry is trying to satisfy all the auditors and resolve all complaints submitted to them.
The head of the complaints and suggestions department in the Dubai Municipality, Maryam bin Fahd, considered the dealers to the direct broadcasting programs without the concerned authority, due to the ignorance of the presence of complaints systems in these entities, stressing that some customers are trying to communicate with government agencies or departments, but they do not communicate with the responsible party On documenting complaints, although the correct view is that their resort to these programs is the last step after exhausting all other steps.
She pointed out that some radio programs are promoting the public until they submitted complaints, adding that “some dealers threaten to resort to these programs, because of their belief and confidence that they will solve their problems,” explaining that “the municipality received more than 1,400 complaints in 2011, it was found that 600 of which deserve to be followed up.”
She added that complaints are being dealt with within seven working days, and that 95 % of the complaints she received during the past year have been resolved, at the time specified to respond to the customer.
She considered that government departments should educate the public about the mechanisms of communicating with the authorities concerned with complaints, explaining that the Dubai Municipality is working to spread awareness among customers in terms of radio or television programs or publishing brochures in all branches of the municipality spread in the Emirate of Dubai.
Bin Fahd said that the municipality has several outlets to receive complaints, as the municipality is common in the “government” system, to receive notes and suggestions, and the website “Say your word” or via e -mail or the Dubai Municipality’s communication center, stressing that the complaints and suggestions received from customers are an opportunity To improve and know the defects of the policies used to achieve customer satisfaction.
She continued that communication with the customer is taking place when knowing the complaint, to document it and know its details, and add all the information and transfer it to the relevant administration, explaining that the customer is answered within seven working days, “If the customer is satisfied with the solution provided to him, and sometimes we go personally to make sure Of the quality of the solution and the analysis of the complaint.