At TAQA Distribution, we are dedicated to providing an exceptional service to all our customers, including people of determination. We have implemented a range of facilities and processes to support individuals with impairments in hearing, speech, or any other physical disability.
We are committed to delivering the highest quality of service, tailored to meet their unique needs. Our People of Determination procedure is open to those who require extra assistance and need further access to our services.
How to Apply for People of Determination and Home Care Services
Step 1: Submit Your Application
Submit the "Application for People of Determination and Home Care Registration" through our official website, or by calling TAQA Distribution Contact center at 8002332. Make sure to provide your Emirates ID and a copy of the card for People of Determination approved by Ministry of Community Development (MOCD).
Step 2: Review of Application
Once your application is received, it will be reviewed along with the submitted documents to ensure all requirements are met. If any documents are outdated or missing, our team will contact you to provide the necessary documentation
Step 3: Approval Process
Your application will be reviewed by our team and finalized by our customer care system. If it is approved, the request will be assigned to one of employees to handle the request.
Step 4: Service Provision
Depending on your request, one of our representatives will contact with you to resolve or escalate the request.
Contact Centre & Customer Service Centers
Accessible Support
For those who have impaired vision or hearing, our staff are skilled in sign language and alternate reading support to ensure we can communicate with you. We partner with third-party organizations to train our staff to be able to interact with those who need extra assistance.
TAQA Distribution Building Accessibility
We ensure all our facilities are in compliance with the latest IBC standards for accessibility, covering aspects like car parking, general access, bathrooms, workspaces, and evacuation.
The Application Process
How can I apply for Home Care assistance?
You can submit the application through the TAQA Distribution website
What documents are required while submitting the application?
You need to submit your Emirates ID and a copy of the card for People of Determination approved by the Ministry of Community Development (MOCD).
Application Review
What happens after I submit my application?
Your application, along with the accompanying documents, will be reviewed by our team who will then process your application for further action.
What if my documents are outdated or missing?
If any documents are outdated or missing the request will be rejected and the justification for the rejection will be added to the request.
Approval and Assignment
What happens when my application is approved?
If your application is approved, we will assign one of our employees to your case within two working day.
Contact Center and Customer Service Centers
What measures Do TAQA Distribution’s Contact Center take to communicate with those with impaired vision or hearing?
TAQA Distribution ensures that adequately trained staff are available during operating hours to answer inquiries about services for People of Determination. Staff skilled in sign language and reading support will be readily accessible to assist you if needed.
Communications
What standards does TAQA Distribution follow for communication?
TAQA Distribution follows international standards in designing communication channels (website and smartphone applications) to be user-friendly for People of Determination and Home Care customers.
Customer Data
How does TAQA Distribution maintain and utilize the database of People of Determination?
A database of People of Determination and Home Care customers is maintained, with periodic surveys conducted to determine their needs and develop services for maximum benefit.
Definition Words
Blind or partially sighted
This group of customers will not be able to read forms or gather information from brochures or websites. Customer Service Employees will have to give this group detailed instructions and information and may have to assist with filling out paperwork. CSD Trained agent welcoming a member of this group, identifying himself when you approach the person, speaking to them directly, speaking normally and clearly, and never touching the person without asking permission.
Hearing Impaired
This group of customers will have difficulty hearing verbal instructions. Customer Service Employees should ask the customer if another method of communication would be easier (e.g., writing using pen and paper) than talking. Customer Service Employees should also be clear and precise when giving directions, ensure their faces are easily visible and attract the customer's attention before speaking. Serving the customer in a private office will allow Customer Service Employees to speak in a louder tone of voice while still protecting customer privacy. In the case where the customer uses sign language, Customer Service Employees should attempt to find a Trained co-worker who is able to communicate with the customer in this manner.
Speech or language-impaired
This group may have a condition that causes slurring or stuttering, making it difficult to pronounce words or preventing them from expressing themselves. It is essential that Customer Service Employees remember that just because a person has one disability does not mean they have another (e.g., if a customer has difficulty speaking, do not assume they have an intellectual disability). CSD Trained agents should also ask questions that can be answered “yes” or “no” when possible and should ask the customer to repeat information when they do not understand.
Physical Disability
This group of customers may have trouble traveling to Customer Service Centers and may have trouble approaching counters or service desks. This group of customers may be best served over the phone or through email. In the case that there is a need to come into Branches, accommodation should be made to ensure they have access to the facilities, minimal wait times and that they do not have to return unnecessarily. Accommodation could include booking appointments for these customers and calling/emailing them before the appointment with information on what documents they will need to bring with them.
Learning Disability
This group may have trouble receiving, processing or expressing information. They may not be able to understand the information on our websites, in emails, or in brochures. Customer Service Employees should ask the customer how they can help them, try to find ways to provide information that works best for the customer and should be patient and let the customer explain what works best for them.
Call our toll-free number on 800 2332 or contact us by email at
contactcentre@taqadistribution.com to register with us.
