Identification, objectives, and purposes
\nDekolor SRL is the company responsible for the process of issuing driver’s licenses in the Dominican Republic, being hired by the National Institute of Traffic and Land Transportation ( in Spanish Instituto Nacional de Tr\u00e1nsito y Transporte Terrestre – INTRANT). Within the scope of our competencies, we proposed to bring the services to the taxpayers to obtain their renewal and duplicate of their driver’s license, keeping them informed and understanding everything that affects their needs in these processes. As well as to be accountable to the user of their situation and the INTRANT Driver’s License Division; in addition to impulse the application of quality management models promoting the continuous improvement of the services offered.<\/p>\n
Our main mission is to provide all services related to the renewal and duplication of driver’s licenses and the performance of the due processes such as registration, data capture, photos, and signature; printing and delivery of the final document.
\nThis service letter is prepared and made public to communicate the services that Dekolor provides, the quality commitments associated with them, as well as the rights and obligations of users, to satisfy their needs and expectations.<\/p>\n
List of face-to-face services provided
\nDekolor, within the scope of its powers, provides the following services:<\/p>\n
\u2022 Renewal of driver’s licenses of all categories
\n\u2022 Duplicate due to data modification.
\n\u2022 Doubled due to impairment or loss.<\/p>\n
Communication mechanism
\nThe letter of commitment and its results can be consulted:
\nInternally
\n– The letter of commitment and its results will be transmitted by email, by the internal messaging system, and publication in printed support on internal communication walls.
\n– By memorandum to the rest of the staff.
\nExternally
\n– The letter of commitment and its results can be consulted on the Dekolor website.<\/p>\n
Taxpayers’ rights
\nFollowing the provisions, every taxpayer has the right to obtain information and guidance about the legal or technical requirements that the current provisions impose on the service requests they submit.
\nTaxpayers have, among others, the following rights:
\n\u2022 To know, at any time, the status of the processing of your application.
\n\u2022 To identify the managers and staff under whose responsibility the procedures are processed.
\n\u2022 To obtain information on the services and processes offered quickly and efficiently.
\n\u2022 To be attended directly and personally.
\n\u2022 To be treated with respect by employees.
\n\u2022 To receive an express resolution on the submitted application.<\/p>\n
Taxpayer obligations
\n\u2022 Driver’s license renewal
\nTo obtain the renewal of the driver’s license, present the necessary physical documentation (valid identity and electoral card of the Dominican Republic, receipts for payment of taxes for INTRANT services by online payment, with credit or debit card or at any Banreservas branch and license expired). In the case of a category 4 driver’s license renewal process, in addition to the aforementioned documents, a medical certificate and a certificate of good conduct issued by the Attorney General of the Dominican Republic (PGR) must be included.
\n\u2022 Duplicate driver’s license due to data change or deterioration
\nTo obtain a duplicate of the driver’s license by data modification, you must present your previous driver’s license, your valid identity and electoral card of the Dominican Republic, and receipts for payment of taxes for INTRANT services for payment online, with a credit or debit card or at any Banreservas branch.
\n\u2022 Duplicate driver’s license for loss
\nTo obtain the license in case of being a duplicate due to loss, a certificate of loss complaint issued by the National Police is required, physically present your valid identity and electoral card of the Dominican Republic and receipts for payment of taxes for services of INTRANT by payment online, with credit or debit card or at any Banreservas branch.
\n\u2022 Provide Dekolor employees with all the necessary information.
\n\u2022 The presentation of complaints and suggestions that they wish to express about the operation of the services, and which will be incorporated into the corresponding complaints and suggestions box and through the Dekolor website.<\/p>\n
Institutional client obligations (INTRANT)
\nINTRANT must provide guidelines for changes or improvements to the services offered as follows:
\n\u2022 Changes or improvements presentations through written communication addressed to Dekolor’s General Management.
\n\u2022 Compliance with the assistance of other institutions’ personnel or dependencies involved in the processes.<\/p>\n
Remedial measures
\nWhen the services provided to taxpayers by Dekolor do not respond to the quality commitment contracted, users will be able to communicate through the presentation of complaints and suggestions about the operation of the services, being entered into the complaints and suggestions box or through the Dekolor website.<\/p>\n
When the services provided by Dekolor to INTRANT do not respond to the quality commitments contracted, INTRANT may inform Dekolor’s General Management by written communication.
\nIn cases of non-compliance to the taxpayer, within 72 working hours, a communication will be sent signed by the highest authority of Dekolor, presenting the corresponding apologies, informing the reasons why the committee could not be fulfilled, as well as the measures, are taken to correct the deficiency detected, if possible.<\/p>\n
In cases of non-compliance to INTRANT, within 72 working hours, a communication will be sent signed by the highest authority of Dekolor, presenting the corresponding apologies, informing the reasons why the committee could not be fulfilled, as well as the measures, are taken to correct the deficiency detected, if possible.
\nThe content of the letter of reply to a complaint or claim includes:
\ncompany logo, date of response to the letter, name to whom it is addressed, cordial and affectionate greeting, breakdown of the content of the complaint or claim, paragraph presentation of the rule that admits correction, the wording of the correction of the complaint, claim or suggestion, signature of the general manager and seal of the company.<\/p>\n
If the complaint, suggestion, and claim warrant a phone call, the Quality and Customer Service Coordinator and\/or General Manager must personally call the person who presented the complaint, suggestion, or claim.<\/p>\n
Regulatory Norm
\nLaw No. 63-17, on Mobility, Land Transportation, Traffic and Road Safety of the Dominican Republic.<\/p>\n
Forms of participation
\nUsers can make suggestions to improve Dekolor’s letter of commitment, through the formal mechanisms established:
\n\u2022 Opinion polls.
\n\u2022 Indirect contact while the service is provided.
\n\u2022 Digital mailbox.
\n\u2022 Suggestions will be considered and taken into account for subsequent revisions of the letter.<\/p>\n
Presentation of complaints and claims
\nWays to submit complaints and suggestions
\nIn-person
\nThe forms are available to taxpayers at the driver’s license renewal and duplicate issuance office located on the 5th floor of the Multicentro La Sirena Churchill. In those forms, taxpayers can record their complaints or expose as many initiatives or suggestions as they deem appropriate to improve the operation.
\nElectronically
\nThrough the email suggestions@dekolor.com or by filling out the complaints and suggestions form at www.dekolor.com.<\/p>\n
Quality commitments
\n\u2022 Issuance of renewal of the driver’s license will not exceed 45 minutes once the taxpayer starts the process.
\n\u2022 Issuance of duplicate driver’s licenses will not exceed 45 minutes once the taxpayer starts the process.<\/p>\n
Quality indicators
\n1) Average time elapsed of the driver’s license renewal process after the user is registered in the Dekolor system.
\n2) Average time elapsed of the driver’s license duplication process after the user was registered in the Dekolor system.<\/p>\n
The measurement of all the indicators will be carried out daily at the end of the working day and the Quality and Customer Service Department are responsible for the measurement and corresponding analysis.<\/p>\n
Date of entry into force and term of validity
\nEffective Date: May 15, 2019
\nAuthorized by Dekolor General Manager
\nValidity period: 12 months<\/p>\n
The unit responsible for the letter of commitment
\nQuality and Customer Service Department
\nDekolor
\nChurchill Multicentro, 5th Floor
\nDriver’s License Renewal Center<\/p>\n
Location
\nAddress and opening hours to the public
\nQuality and Customer Service Department
\nDekolor SRL
\nAv. Winston Churchill, inside Multicentro La Sirena, 5to. flat
\nSanto Domingo Dominican Republic
\nMonday to Saturday from 8:00 a.m. at 6:00 pm
\nSundays from 9:00 am to 1:00 pm
\nPhone (809) 566-6103
\nWhatsApp (809) 501-4311
\nwww.dekolor.com
\nsuggestions@dekolor.com<\/p>\n","protected":false},"excerpt":{"rendered":"
Identification, objectives, and purposes Dekolor SRL is the company responsible for the process of issuing driver’s licenses in the Dominican Republic, being hired by the National Institute of Traffic and Land Transportation ( in Spanish Instituto Nacional de Tr\u00e1nsito y Transporte Terrestre – INTRANT). Within the scope of our competencies, we proposed to bring the […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-796","page","type-page","status-publish","hentry"],"yoast_head":"\n