Introduction
This charter sets out what Fujairah Charity Association commits to for everyone who deals with it, and what we ask of our customers so that we can serve them well. It applies to donors, aid applicants and beneficiaries, volunteers, partners and website visitors.
Our general commitments
- Transparency: we explain the conditions, requirements and stages of each service, and publish the service catalogue and governance policies.
- Confidentiality: we protect customers' data, share it only with the staff concerned, and never publish a beneficiary's details without consent.
- Fairness: we treat everyone by the same standards, without discrimination, and base decisions on published conditions.
- Respectful treatment: we receive everyone with respect and courtesy and take into account the needs of People of Determination and senior citizens.
- Timeliness: we reply within the times set in this charter, and tell the customer if a request needs longer.
Commitments by group
Donors
- Deliver each donation to the purpose the donor chose.
- Send a receipt or confirmation of the donation.
- Reply to donation enquiries within two working days.
- Provide reports on projects and sponsorships on request.
Aid applicants and beneficiaries
- Receive applications through the aid portal or at the Association's offices, and give a reference number to follow them up.
- Review a complete application within one or two days, as stated on the aid page, and inform the applicant of the decision.
- Explain the reasons for a rejection on request, and allow a request for reconsideration.
- Handle urgent cases with priority.
Volunteers
- Reply to volunteering applications within 5 working days.
- Explain the tasks, place and time of a volunteering opportunity before it starts.
- Record volunteering hours and issue a certificate on request.
Partners
- Reply to partnership and sponsorship requests.
- Honour what is agreed, and report on the delivery of joint initiatives.
Customer rights
- Clear and correct information about services.
- Knowing the status of a request at any time using the reference number.
- Protection of personal data under the privacy policy.
- Making a complaint or suggestion without it affecting the service received.
- Accessible service for People of Determination.
Customer responsibilities
- Provide correct and complete details and documents.
- Update details when they change.
- Treat the Association's staff with respect.
- Keep appointments, and inform the Association when wishing to cancel a request.
Service channels
- Toll-free number: 8008844
- WhatsApp: 8008844
- Email: info@fujcharity.ae
- Website: fujcharity.ae (contact, suggestions and complaints forms)
- Donations portal: portal.fujcharity.ae
- Aid portal: aid.fujcharity.ae
- Headquarters: Hamad Bin Abdullah Al Sharqi Street, Fujairah, P.O. Box 507
- Dibba Al Fujairah branch: Dibba-Masafi Road, Dibba Al Fujairah
- Working hours: Mon – Thu: 8:00 AM – 2:30 PM; Fri: 8:00 AM – 12:00 PM
Complaints and suggestions
- Submitting: through the Suggestions and Complaints page on the website, the toll-free number, email or in person.
- Acknowledgement: we confirm receipt within one working day and give you a reference number.
- Review: the complaint is reviewed by a staff member independent of the service complained about.
- Reply: we reply with the outcome within 5 working days, and tell you if a complex complaint needs longer.
- Escalation: if you are not satisfied with the reply, you can ask for the complaint to be raised to the Association's management, and then to the government authority supervising public benefit institutions.
We thank everyone who makes a suggestion. We review suggestions and reply within 10 working days.
Review of the charter
The charter is reviewed periodically. The date of the last update is shown at the top of the page.