In this article, you'll learn how to file an official online complaint if you're facing issues with visas, Emirates ID, or fines.

If you're encountering challenges during the application process for a UAE visit visa or facing difficulties with your residency visa or Emirates ID application, there's a convenient online solution available. You can raise your concerns directly through the 'Customer Voice Gateway' platform provided by the Federal Authority for Identity, Citizenship, Customs, and Port Security (ICP) at cc.icp.gov.ae.

ICP's 'Customer Voice Gateway' offers a streamlined system that simplifies the process of submitting complaints and provides insight into the steps taken to address them. This service is accessible even if you applied for your visa or Emirates ID through a registered typing center rather than directly through ICP.

The services accessible through the Customer Voice Gateway include:

• Withdrawal of Absconding Report
• Renewal or Issuance of Residency Visas
• Handling Humanitarian Cases
• Requests for Refunds
• Changing Residency Permit Status
• Issuance of Leave Permits
• Updating Emirates ID Information
• Issuance and Renewal of Emirates ID Cards
• Extending Visas
• Resolving Fines
• Application for Golden Visa
• Replacement of Lost/Damaged Residence Permits
• Replacement of Lost/Damaged Entry Permits
• Issuance and Renewal of Establishment Cards
• Reporting Absconding
• Removing Absconding Status
• Initiating Sponsorship File

How to Lodge a Complaint with ICP (Procedure):

1. Start by visiting the ICP website and completing the application. 
2. Click on the first option 'Create a New Ticket’.

3. Provide Your Details for the Complaint:

- Enter your personal information, comprising your full name, email address, and mobile number.
- Select your applicant type from the dropdown menu, which offers choices like Citizen, Resident, Visitor, and GCC Citizen.
- Indicate your nationality, specifying your country of residence for visitors and your emirate of residence for residents or citizens.
- Provide your Emirates ID number for citizens and residents, or your passport number for visitors.
- Opt for your preferred language, with options in Arabic or English for your convenience.

4. Enter Service Information:

- Pick 'Application Name': Select the department you need to address in your complaint or inquiry. For instance, if you applied for an Emirates ID at an ICP Customer Happiness Centre, choose the relevant branch from the dropdown, such as 'ID Service Centre – Rashidiya'. If your concern is about residency permits and entry visas, select the applicable General Directorate of Residency and Foreigners Affairs (GDRFA) department in your emirate, like 'Residency and Foreign Affairs – Sharjah'.
- You can also choose 'eChannels' if you've applied through the 'UAEICP' mobile app or a typing center.

5. Provide details in the 'Sub-Application' section by specifying the nature of your complaint. Select the complaint category and service type based on the complaint category from the dropdown menu.

6. Enter Ticket Information: 

- Enter a descriptive subject or topic.
- Choose the ticket type from the dropdown: question, complaint, or compliment.
- You may include the ticket number or reference number from a previous application, but this is optional.

7. Provide Information and Upload Documents

- Enter the specifics of your complaint, and you can attach any relevant documents. Additionally, you can choose the 'Need Call Back' option if required.
- Afterward, complete the 'I'm not a robot' captcha verification and click the 'Create New' button located at the bottom right.

8. Track Your Complaint

Application Completion: After finishing the application, you will receive an email containing a complaint reference number. This number serves as a tracking tool for your application. The dedicated ICP department will review your complaint and initiate the necessary actions to address it.

Checking Status: To monitor the progress of your complaint, visit the website's homepage and click on 'Track Complaint.' Input your ticket number to view the status.

9. Response Time

Expected Response: You can anticipate receiving an email update regarding the complaint status within five working days.