Stakeholder Engagement

For Dubai Taxi Company, a clearly defined engagement framework enables stakeholder feedback to be systematically reviewed and reflected in policies, service design, and operational priorities. Ongoing engagement helps the Company anticipate expectations, respond to emerging issues, and maintain alignment with community needs and industry developments.

Stakeholders

Customers (B2C)

Customers (B2B)

Local communities

Partners and suppliers

Competitors

Regulators and national authorities

Banks and financial institutions

Insurance companies

Business and industry associations

Media

Shareholders

Employees and drivers

Engagement Channels

DTC Call Centre Website Social media Customer surveys In‑person visits Complaints through apps Other complaint platforms

B2B customer care channels In‑person meetings DTC Call Centre DTC Customer Happiness Office Website Customer surveys Complaint platforms Whistleblowing channels

Website Social media Events

In‑person meetings DTC Systems procurement platform Supplier audits and site visits Feedback and whistleblowing channels

Market analysis Industry conferences Benchmarking and performance metrics Website Financial statements and reports

Financial statements and other reports Consultative meetings and audits Auctions Workshops and training Conferences and discussions Electronic platforms Investor events, calls, and presentations (DFM) Usage of complaint platforms (RTA)

Digital banking platforms In-person communication Financial statements and other reports Website

Insurance portals In-person communication (via email) Inspection Financial statements and other reports Website

Conferences and events Public relations and media outreach Collaborative projects

Press-releases News conferences Interviews Social media Website Financial statements and other reports

Financial statements and other reports Annual general meetings Company website Press releases and newsletters Investor meetings, conferences, and earnings calls Email and phone inquiries Regulatory disclosure and stock exchange announcements

In-person communications Meetings and emails Surveys Systems and Intranet Mobile apps Grievance channels AskHR Whistleblowing channels

Key Priorities

Customers prioritise safe, reliable, and accessible transport services, supported by responsive customer care and strong data protection.

B2B customers focus on dependable, cost‑effective services that meet operational needs, regulatory requirements, and sustainability expectations.

Local communities value safe and inclusive mobility solutions that support accessibility, environmental responsibility, and positive local impact.

Supply‑chain partners prioritise stable, transparent relationships that support innovation, ethical practices and long‑term collaboration.

Within the competitive landscape, priorities relate to fair competition, service quality, cost efficiency, and responsible market conduct.

Regulators expect strong compliance, transparent governance, high safety standards, and alignment with national development and sustainability objectives.

Financial institutions emphasise sound financial performance, effective risk management, transparency, and strategic resilience.

Insurers focus on robust safety systems, maintenance, effective risk mitigation, and consistent compliance with regulatory and policy requirements.

Industry bodies prioritise collaboration on innovation, sustainable mobility solutions, and alignment with evolving regulatory frameworks.

The media values timely, accurate, and transparent information, supported by open and constructive engagement.

Shareholders prioritise long-term value creation, strong financial and operational performance, effective governance, and sustainability integration.

Informs strategy, governance, dividend considerations, and long-term value creation.

How Feedback Is Used

Drives improvements in service quality, safety, accessibility, digital platforms, and complaint handling.

Supports optimisation of service delivery models, customisation, cost efficiency, and compliance.

Informs route planning, community initiatives, safety programmes, and environmental actions.

Shapes procurement decisions, supplier performance management, ethical sourcing and fleet innovation.

Provides insight for strategic planning, pricing considerations, and operational efficiency.

Guides compliance frameworks, governance practices, disclosures, and alignment with national priorities.

Contributes to financial planning, risk management, transparency, and capital allocation.

Enhances safety management systems, risk mitigation measures, and claims processes.

Enables collaboration on innovation, sustainable mobility initiatives, and regulatory alignment.

In-person communications Meetings and emails Surveys Systems and Intranet Mobile apps Grievance channels AskHR Whistleblowing channels

Employees and drivers value fair treatment, safe working conditions, professional development, and a supportive workplace culture.

Strengthens workforce policies, wellbeing programmes, safety performance, and engagement.