In our continuous pursuit of excellence and to achieve the highest standards of quality in institutional performance, and in recognition of the importance of enhancing digital presence through innovative and user-friendly communication channels with diverse segments of society, the General Civil Aviation Authority (GCAA) of the United Arab Emirates is committed to providing an opportunity for all its clients and visitors to actively engage in dialogue and interaction. This includes discussions on various aspects that contribute to establishing a safe, secure, and sustainable civil aviation system. This initiative enables clients and visitors to communicate electronically to provide their perspectives, feedback, or suggestions for desired improvements.
Main Objective
Our primary goal is to establish an effective process that ensures we listen to our clients and visitors, engage with them, and respond to their feedback, complaints, and suggestions.
Purpose of Digital Participation Tools
1. Enhancing Services and Processes: We aim to understand the public's needs and aspirations by gathering their opinions and suggestions through various digital participation channels.
2. Promoting Transparency and Knowledge: We work to publish the results of surveys and polls, making them accessible for the public to view and download, thus promoting transparency and knowledge-sharing.
3. Providing Effective Participation Channels: We offer simple and user-friendly communication channels to enhance public engagement and interaction.
From this approach, we emphasize our commitment to listening to your opinions and suggestions and giving them our full attention. We also commit to adhering to transparent and professional practices when addressing your participation. Be an active partner with us in developing policies and services in a manner befitting your aspirations.
Purpose of the Digital Participation Policy
The Digital Participation Policy aims to establish regulatory controls and guidelines to ensure optimal use of digital participation tools, clarifying associated procedures and responsibilities as a comprehensive reference for managing various participation aspects. This policy focuses on achieving the desired objectives of digital participation through effective methods that enhance transparency and interaction.
The policy also includes guidelines for publishing materials on social media platforms and the website, ensuring that all published information is public, in accordance with Cabinet Decision No. (21 of 2013) regarding the Information Security Regulation in Federal Entities. Additionally, the authority adheres to information security policies implemented within the organization.
Commitment
We pledge to our clients and visitors that we will listen to their feedback or suggestions and respond as long as they pertain to specific services, facilities, websites, or policies related to civil aviation. Moreover, we will consider your perspectives and respond with carefully studied answers. All topics for discussion or comments will be reviewed by the relevant official before approval for publication. Therefore, we expect clients and visitors to act responsibly and refrain from posting comments unrelated to the content of the General Civil Aviation Authority's website or contrary to UAE culture, as such comments will be deleted immediately and excluded from response.
Digital Participation Tools
The GCAA provides several digital participation tools through its website, as listed below:
Polls
The GCAA regularly launches polls to gather public opinions on issues and services related to the civil aviation sector. This tool enables the authority to understand client needs and challenges, improving the quality of services provided.
Customer Satisfaction Surveys
The GCAA regularly publishes electronic surveys to measure customer satisfaction regarding the quality of its services and processes. These surveys are vital for enhancing communication with clients and achieving continuous improvement.
Live Chat
The authority offers a live chat feature with its support team through its website, providing instant responses to public inquiries and questions around the clock, including official holidays.
Social Media Sites
The GCAA uses social media platforms such as Facebook, LinkedIn, X (formerly Twitter), YouTube, and Instagram to interact with the public through posts, updates, announcements, and audio-visual materials. These platforms serve as effective channels to enhance transparency and disseminate relevant information.
Complaints and Feedback
The authority provides a dedicated system for receiving complaints and feedback from the public, contributing to the continuous improvement of services through a clear and transparent institutional methodology.
Email
The authority uses an email system to send newsletters and important information to a large subscriber base, enhancing communication and providing regularly updated information.
Contact Us
At the top of the website, visitors can leave their comments, suggestions, and feedback.
Client Suggestions
Visitors and clients are encouraged to ask questions, write comments, or provide inquiries and suggestions to improve the services of the GCAA. The authority is committed to the directives issued by the Federal Smart Government. For more information on the Federal Smart Government's e-participation guidelines, click here.
Enabling People of Determination to Participate Digitally
The GCAA is committed to ensuring that people of determination have access to information and can actively contribute to digital participation activities. To achieve this, the website offers several features, including:
1. Text Magnification: To facilitate reading for individuals with visual impairments.
2. Text-to-Speech Conversion: To enable individuals with reading difficulties to listen to the content.
3. Providing Descriptions for Non-Text Content: Including descriptions for images and transcripts for audio or speech in videos.
4. Keyboard-Only Navigation: To facilitate browsing for individuals unable to use a mouse.
5. Speech-to-Text Conversion: Supporting users who prefer voice input or face difficulties in typing.
These features reflect the authority's commitment to inclusivity and ensuring all segments of society can participate in digital activities.
Moderation Policy
The GCAA welcomes your comments and opinions, considering them valuable contributions to discussing improvements and developments in our services. While the authority encourages free comments and contributions, it reserves the right to prohibit any content that:
• Affects state security, sovereignty, or national interests.
• Promotes sectarianism, racism, or any form of cultural or ethnic discrimination.
• Contains inappropriate language or indecent implications.
• Incites defamation, slander, or violation of individuals' privacy or national symbols.
• Disrespects religions or rituals or provokes sectarian disputes.
• Shares confidential information harmful to national interests.
• Uses digital participation tools for unauthorized commercial or promotional purposes.
• Violates laws, public customs, or values.
• Infringes intellectual property rights or discloses personal or confidential information.
The authority reviews all content before publication to ensure compliance with this policy, aiming to create a secure and professional communication environment that enhances public participation.
Review and Moderation Policy
All public contributions and comments submitted through the GCAA's digital platforms are subject to review and moderation before approval for publication. This ensures full compliance with the Digital Participation Policy.
Content violating this policy may be modified or deleted. In some cases, users may face legal consequences based on UAE regulations.
Policy Update and Enhancement
The GCAA reserves the right to review and amend the content of the Digital Participation Policy at any time without prior notice to the public. The updated version is effective from the date of approval.
Using any digital participation tools available on the GCAA website implies user agreement with this policy.
Disclaimer
All discussions and contributions published on the GCAA's digital platforms reflect the personal opinions of their authors only. The authority is not legally liable for the misuse of digital participation tools by users.