customer charter

1. Commitments of Meras

Proceeding from the MERAS's vision and mission and in a quest of achieving the goals of its Portal, we seek to provide the optimal services for the users of such a portal: citizens and residents, whether they are individuals or organizations.

This charter pinpoints the most outstanding of the portal's commitments centered on:

a) Assistance and Support

The portal includes a section for assisting and supporting those benefiting from it. This section provides assistance for MERAS portal's visitors, bearing in mind that it should be adequate for the biggest potential number of visitors. Therefore, readable content and a variety of media materials were provided, in addition to detailed information and links to some assistance forms such as frequently-asked questions (FAQ), multilateral inquiry sections, easy usage, mobile version, smart phone applications, and so forth. Following are some examples for some of the assistance and support means on the Portal.

b) Privacy and Confidentiality

The MERAS Portal takes confidentiality of its users and visitors as a top priority, and the Portal Administration makes every effort in order to provide high-quality services for those benefitting from it through the Privacy and Confidentiality Code.

c) Providing Communication and Participation Mechanisms

The Portal Administration is committed to interacting and responding to the inquiry requests coming to it via the Contact Us page.

2. e-Services Standards

  • The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 4 seconds.
  • The time taken for the accessibility to the Portal’s homepage is about the average between 2-4 seconds.
  • The ratio of readiness is 99.95%
  • Yearly contained downtime hours may reach to 4.38 hours.
  • Monthly contained downtime hours may reach to 21.56 minutes.

3. Customers' Responsibilities:

As long as the MERAS Portal is committed to providing the optimal services for its customers, there are a set of responsibilities for those customers to bear in a way guaranteeing that they have benefitted from those services in line with what the Portal Administration has planned for. Following are some details on the customers' responsibilities towards the Portal.

Users viewing these pages should abide by what is therein stipulated.