Complaints and Suggestions Mechanism

In line with the center’s values of public service, beneficiary care, and in harmony with its vision of effectiveness, transparency, and quality, a dedicated Complaints and Suggestions Department has been established. This is in response to the expectations of various beneficiary groups and to address their issues and needs, which we consider valuable opportunities to improve the quality of services provided.

Complaints Handling Procedure:

1. The complaint is submitted through the available channels, with required personal information and contact details included.

2. The complaint is registered and referred to the relevant department. A text message is sent to the client confirming receipt of the complaint, providing a reference number and estimated resolution time, sent to the mobile number registered in our system. A final text message is sent once the complaint is resolved, including supporting documents via a verified communication channel.

3. A specialized team reviews the complaint and contacts the complainant if needed.

4. If the complaint is found to be valid, the issue is resolved, necessary actions are taken, and the complainant is informed of the resolution.

5. The department follows up with a phone call to the complainant.

6. All complaints are reviewed regularly, analyzed, and studied to identify areas for improvement. These are then followed up with the relevant departments by center management.

Complaint Submission Channels:

(Section left open in original – assumed to be the same as contact details listed below.)

Suggestions Handling Procedure:

1. The suggestion is submitted through the available channels, with required personal information and contact details.

2. The suggestion is registered and referred to the relevant department.

3. The center may contact the submitter for additional details if needed.

4. The relevant department evaluates the feasibility of implementing the suggestion. If suitable and aligned with the center’s goals, it will be executed.

5. The center contacts the submitter to thank them for their contribution.

Center Contact Channels:

• To submit a complaint or suggestion, click here

• Phone & WhatsApp (available at all times): +966 549384944

• Email: info@afaq-edu.net

Complaint Resolution Timeframe:

The standard timeframe for resolving complaints is five business days from the date of submission. If additional time is required, the center will contact the client to inform them and provide updates on the investigation progress.

Objections and Escalations:

Clients who feel that their complaint was not handled fairly have the right to inform the complaints officer during the follow-up. In such cases, the complaint is escalated to a higher administrative level for review.

Clients also have the right to escalate the issue directly to the center director via email at: info@afaq-edu.net

Higher Authorities for Escalation (if unresolved):

The National Center for E-Learning

• Phone: +966 549384944

• Social Media: tvtcweb_as@