Baly in Iraq: A Wide Range of Services, but Customer Trust Begins with Complaint Resolution

The "Baly" app offers services that cater to users' daily needs—ranging from booking taxis and intercity or airport trips to food delivery, purchasing digital cards, and accessing various digital services.

The platform allows users to view trip fares in advance, choose from different vehicle categories, select cash or electronic payment methods, track rides, and rate the service. It also provides flexible employment opportunities for drivers, serving simultaneously as a transportation solution and a source of income.

However, these features alone are not enough to build trust. The true test arises when a customer encounters an issue and requires the company’s intervention. In this regard, in September 2025, the Al-Mirbad organization published a response from Baly concerning a user’s complaint. In it, the company acknowledged that the resolution of some issues might be delayed due to high demand for its services, while affirming its commitment to strengthening support and addressing confirmed violations. Nevertheless, this response pertains to a specific case and does not guarantee that all complaints are effectively resolved.

Meanwhile, accounts circulating on social media include complaints about a lack of genuine resolution, with some users—including women—questioning whether the company actually took the actions it claimed to have taken regarding their reported issues.

This highlights a critical distinction: the difference between a delay in finding a solution and informing a customer that an action has been taken when, in fact, it has not. If the latter scenario is confirmed, it constitutes a form of deception that undermines user trust. Conversely, a customer’s lack of awareness regarding the specific steps taken does not, in itself, mean that no action was carried out; this underscores the necessity for transparent follow-up, especially when a complaint concerns safety or privacy.

What is required is a complaint tracking number, a clear timeframe for a response, a comprehensible outcome, and the option to contest the resolution—all without forcing the individual to publicize their issue just to get it addressed. The success of a platform like "Bali" is not measured solely by the breadth of its services and offers, but by its ability to protect its users and handle their complaints with genuine integrity; the phrase "action has been taken" must, in fact, reflect a real, substantive measure.