Federal Tax Authority Secures ISO Certifications For Customer Satisfaction And Public Sector Procurement

The Federal Tax Authority has secured two new international accreditations for ISO standards covering customer satisfaction systems and public sector procurement. These certifications recognise structured frameworks for monitoring services and managing purchasing activities, supporting the Authority’s stated ambition to operate as a world-leading tax body within the UAE and wider region.

The certifications were granted after a detailed evaluation of operational systems and services linked to both standards across the Federal Tax Authority. Independent auditors from the certifying body conducted several review and audit procedures during 2025, checking policies, processes and compliance in all relevant departments before confirming that both ISO requirements were met.

The Federal Tax Authority received ISO 10004:2018, which focuses on monitoring and measuring customer satisfaction, alongside BS 95009:2019, which applies to public sector procurement systems. These two international accreditation decisions acknowledge structured procedures for handling taxpayer feedback and for managing government-related purchasing, reflecting a broader move towards clear governance frameworks inside the Authority.

During a meeting at the Federal Tax Authority headquarters in Dubai, Director-General Khalid Ali Al Bustani received the international accreditation certificates from representatives of Global Business Bureau, the regional partner of Global TÜV. The session included Jassim Al Zarouni, Director of Strategy & Future Department, together with a number of Federal Tax Authority officials.

Key technical information on the ISO standards obtained by the Federal Tax Authority is summarised below.

Khalid Ali Al Bustani stated that earning these international accreditation certificates aligns with ongoing efforts to reinforce the Federal Tax Authority vision. That vision centres on implementing tested systems and recognised practices, supporting excellence benchmarks while improving the efficiency of public spending across tax administration in the United Arab Emirates.

He said: "Receiving the international accreditation for our Customer Satisfaction Monitoring and Measurement System reflects our commitment to applying best-practice standards to ensure the success of the Authority’s ongoing service-enhancement efforts. Our aim is to meet – and exceed – customer expectations, continually improve service quality, embed a culture of learning from customer feedback to enhance institutional performance, and prioritise customer happiness as a key pillar in service development."

He added: "The Authority is keen to implement tax procedures in line with international best practices using innovative approaches that focus on meeting stakeholder needs. Obtaining international accreditation for our Public Sector Procurement System demonstrates the Authority’s commitment to the highest standards of governance and transparency in purchasing and contracting processes. This includes developing policies and procedures that ensure optimal use of resources, contributing effectively to enhancing government spending efficiency, improving procurement system performance, strengthening compliance, and adopting leading global practices. These efforts help drive competitiveness and institutional innovation at both regional and global levels."

The new ISO standards and international accreditation outcomes underline how the Federal Tax Authority links customer feedback and procurement oversight to its wider strategy. By aligning tax procedures, service quality, and purchasing governance with recognised global norms, the Authority aims to support institutional performance, regional competitiveness and the effective management of public funds.

With inputs from WAM