Customer Service
SERVICE CHARTER, Service Standards and Customer Complaints Procedure

The Namibia Civil Aviation Authority has launched a service charter and its accompanying service standards in an effort to provide you with our commitment to render excellent services. We would need your assistance to tell us how we are performing in consistently delivering on our promise and should we fail, we invite you to advise us. 
We have therefore established a customer feedback- and a complaint procedure to ensure that any feedback, enquiry or complaint are received, logged and dealt with in a fair, consistent and transparent manner. 
NCAA will endeavour to take appropriate action on feedback received and to answer your enquiry or complaint as fully as we can after thorough investigation. 
The public and all stakeholders are hereby requested to complete the customer feedback form on the website to constantly inform us on our service delivery. You may also request for customer satisfaction from any of administrator of the department or division you are dealing with or call +
26461702213 
Any other comments, enquiries or complaints can be e-mailed to customercomplaint@dca.com.na for the attention of our quality assurance staff.

Complaints: Customer Responsibilities

When submitting your complaint you should provide as much precise/factual information as possible including: the date and time of the incident, the location, aircraft registration number found at the tail etc…., if applicable. Please also advise on how you would like to be responded to: via telephone, e-mail; letter etc… 
Any anonymous complaints, verbal or written, which are considered unacceptable, such as those containing threats, are abusive or contain foul or derogatory remarks will not be pursued further and if appropriate may be reported to the law enforcement authority. 
If you feel that your complaint has not been answered satisfactorily, you may launch an appeal by clicking or filling in an appeal form on the website by using the reference number allocated to the initial complaint  
Complaints may be addressed to:
Executive Director  
Quality Office  
Namibia Civil Aviation Authority  
Private Bag: 12003 
Tel +264 61 702213 
Email: customercomplaint@dca.com.na 
www.dca.com.na