Mechanism for receiving complaints and proposals
اخر تحديث بتاريخ : 02 Sep 2026
Social media for receiving complaints and suggestions
1- Email: A special email address is allocated to receive complaints and suggestions.
2- Forms on the website: Providing electronic forms that can be filled out and sent on the entity's website.
3- Telephone: Allocating a special telephone number to receive complaints and suggestions.
The method used by the authority to deal with the complaint
1- Registration and documentation of the complaint: Full details of the complaint are recorded and documented, including the date and time of receipt and the detailed content of the complaint.
2- Verification and investigation: The complaint is examined and its validity and feasibility are verified. This may require contacting the complainant for more information or supporting documentation.
3- Processing and taking action: Appropriate procedures are determined to process and resolve the complaint. This includes communicating with the complainant to explain the actions taken or request more information.
4- Response and communication: An official response to the complaint is provided that contains appropriate clarifications and recommendations. The response is sent via email, phone, or even regular mail, depending on the means by which the complaint was submitted.
Expected duration of closing the complaint
The expected duration of closing a complaint varies depending on the nature of the complaint and the complexity of the issue at hand. This period may range from 24 hours to 3 days at most, depending on the size of the complaint and the time required to take the necessary measures and communicate with the relevant parties.
Procedure to be followed if the complaint exceeds the specified time for resolution and closure
If the complaint exceeds the deadline for resolution and closure, the entity may follow a complaint escalation policy. This means that if there is no response within the specified period, the complaint is transferred to a higher authority in the hierarchy within the institution or entity concerned for further processing and taking the necessary action.