Support Process
This page explains how concerns and support requests are reviewed based on service type, availability and confirmed agreement.
Use the published office channels for an existing-service concern. If you begin by telephone, also keep a written summary and its date.
Share your name, contact details and booking or agreement reference if available. Include the agreed scope, receipts, dates, a specific description of the concern and the remedy requested. Send relevant records only, without unnecessary family information or identity documents.
Ask for confirmation that the request was received, a reference if one is used, the person handling it and the expected next update. Keep this with the original request. Use the same dated record for the request and subsequent replies.
Ask for the contractual or legal basis and next action. Managed monthly refunds return the unused pre-service payment or the unused prepaid period pro rata after effective cancellation; the written calculation identifies the amount and dates. No undisclosed cancellation charge or unexpected deduction of included costs is imposed. Replacement review and administration follow the agreed duties and service coordination, with customer consent to a proposed candidate. Keep unresolved points in a written review request.
INAYA coordinates follow-up according to the agreed service plan. The written plan records the contact person, review schedule and how household feedback or replacement concerns will be handled.
The managed monthly agreement includes review and administration of eligible replacement requests. Eligibility is assessed against the agreed duties, applicable employment arrangement and relevant legal obligations. Matching coordination and follow-up follow the agreed service plan.
For a dispute with a domestic worker recruitment office that has not been resolved amicably, MOHRE’s employers guide identifies the ministry website, MOHRE UAE app and Labour Claims and Advisory Call Centre on 80084 as complaint channels. For an employer–worker dispute, ask for the appropriate domestic-worker complaint route rather than assuming the private-sector employee service applies. Keep the agreement, receipts, dated communication and any reference issued by MOHRE.
INAYA’s internal review does not remove statutory rights or prevent use of the appropriate official channel. MOHRE determines the requirements and procedure for the case; this section does not promise a government decision date.
Share the booking and service details, then explain the concern in relation to the duties that were agreed. Separating an existing-service issue from a new request helps the team understand what needs review.
Keep the agreement terms and relevant timing clear during the review. Replacement or refund eligibility depends on the selected service and the confirmed terms; a general support enquiry does not establish an entitlement or outcome.
After the case is reviewed, discuss the options applicable to the arrangement and current availability. Keep outstanding questions visible and confirm the next action with the team instead of treating this guide as a replacement commitment.