Client Service Charter

Client Service Charter

The Economic Cities & Free Zones, part of AD Ports Group oversees the operations of KEZAD Group, the largest integrated trade, logistics, and industrial zones in the region along with KEZAD Communities, the employees accommodation solutions provider. Economic Cities & Free Zones is committed to enhancing the customer experience and achieving the satisfaction of all our clients. We aim to do so by providing innovative and unique services that consistently exceed our clients’ expectations. We build bridges with clients based on trust, collaboration and transparency.

This charter outlines our commitment, values and related principles relating to the products and services we offer, ensuring our clients receive a superior journey.

We are dedicated to the highest level of excellence through innovation and continuous improvement in our service delivery.

  • Client Focus: We understand our role and deliver services that are fair, respectful, and proficient.
  • Credibility and Empowerment: We communicate clearly and transparently. We will develop our capacities to meet our clients' needs and provide them with accurate information.
  • Collaboration and Teamwork: We invest in a happy, collaborative team, knowing that this leads to satisfied customers and timely results.
  • Innovation and Continuous Improvement: We will do our best to encourage, support, and explore opportunities to enhance our clients' experiences.

The Economic Cities & Free Zones is committed to providing a professional, efficient, and high-quality service. To achieve this, we endeavor to serve you with the following:

  1. Integrity: We treat customers in a respectful, professional, and courteous manner.
  2. Expertise: We provide services through a knowledgeable team that has the expertise to understand our clients' needs. We handle concerns with confidentiality and care, ensuring a positive experience every time.
  3. Agility: We provide detailed service cards outlining our offerings and expected processing times.
  4. Reliability: We ensure timely and efficient service delivery, exceeding expectations every step of the way by ensuring a reliable, consistent, and seamless service.
  5. Convenience: We provide a variety of convenient channels to access our services, designed to suit our clients' preferences with streamlined processes for a smooth and efficient journey.
  6. Quality: We strive for excellence, continuously innovating to deliver exceptional experiences.
  • Treat our team with mutual respect.
  • Provide required documents to speed up the business process.
  • Share feedback about the experience to enable us to improve our services and products.
  • Provide accurate and timely information on business needs.

Economic Cities & Free Zones continuously seeks to enhance client experience through a collaborative and proactive approach. Our dedication to excellence is at the heart of everything we do. We continuously review and refine our services, ensuring they meet the highest industry standards and, more importantly, surpass expectations.

Our staff are dedicated in providing a professional service and getting things right the first time. Despite our best endeavours, we understand that things may not always meet our clients' expectations. We have a standard procedure in place to ensure that we investigate your complaint fully and fairly.

  • Some complaints can be dealt with immediately. Where this is not possible, we will acknowledge the complaint in writing or by telephone to confirm that we have understood your concerns correctly.
  • We will investigate your complaint and respond within 5 working days of receipt. We will also inform you of any actions and endeavour to try address your complaint.

The following channels are available for our customers to convey their dissatisfaction or concerns:

  • Web Forms on AD Ports Group Website
  • Email:
  • AD Ports Group Subsidiaries' Websites
  • Our Unified Contact Centre: +97126952000 (from outside the UAE), 800 10 2030 (within UAE)
  • Our Service Delivery Channels

Economic Cities & Free Zones is committed to safeguarding the privacy and protection of all personal data we collect, process, store and dispose in the course of our business operations. We adhere to the General Data Protection Regulation and other applicable regulations to protect client data.

Reinventing the way of doing business and seeking new and more efficient methods has been a constant and continuous exercise for Economic Cities & Free Zones, under AD Ports Group. Our IBTIKAR programme is designed to encourage customers to participate in our innovative journey by logging their suggestions through


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