Nukhbat Academy

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Mechanism for Submitting Complaints and Suggestions

Mechanism for Receiving Complaints via Email:

The Customer Service Department organizes complaints and objections and records them in a dedicated system, after which they are forwarded to the concerned parties. This document will, God willing, assist you if you wish to submit a complaint.

Mechanism for Accepting and Rejecting Complaints:

This mechanism has been designed to facilitate the submission of complaints by beneficiaries. Complaints may be submitted regarding actions or decisions that the complainant believes the center’s management failed to carry out or implement, or that were implemented incorrectly, unfairly, or unlawfully.

  • Any person may submit a complaint provided that it falls within the scope of the Healthcare Excellence Training Company Center.
    When submitting a complaint, the complainant must identify themselves, clearly specify the subject of the complaint, explain the expected outcome, and provide detailed and relevant information whenever possible.
  • Complaints must be submitted within ten days of the incident. Complaints submitted after this period will not be considered.
  • Any supporting documents, emails, or other evidence related to the complaint must be attached.
  • The concerned parties in the “Customer Service Department” review the complaint and determine its validity and admissibility.
  • If the complaint is accepted, a clear timeframe is established to resolve the issue, and the complainant is informed of the expected date for receiving an official response.
  • If the complaint is rejected, the beneficiary is informed accordingly along with the reasons for rejection.
  • If the complainant remains dissatisfied with the outcome of the complaint procedures, they may submit a confirmation complaint immediately or escalate the matter to a higher authority.
  • All complaints are handled confidentially.
  • The concerned parties have the right to conduct investigations or compliance reviews to determine the extent of management’s adherence to relevant rules, regulations, provisions, policies, and standards.

Complaint handling varies according to:

  • The type of complaint and the extent of its complexity.
  • The procedures followed.
  • The initial assessment indicating whether there are valid reasons for the complaint.
  • The facts disclosed during the evaluation or investigation process.

The concerned individuals make the final decision, document the recommendations, prepare the complaint report, and then inform the complainant.

First: Handling Customer Complaints

  • The confidentiality of the complainant’s information, the party concerned by the complaint, and the data of both parties is ensured by restricting access only to authorized and specialized employees whose work requires such access.
  • The concerned individuals take all necessary measures and precautions to ensure the confidentiality of submitted complaints, as well as the confidentiality of documents and information related to them and to the complainant’s details, whether paper-based, electronic, or recorded audio materials.
  • Any complaint represents the customer’s opinion, and the institute has the right to accept or reject the complaint if it is unclear or cannot be reviewed due to the complainant’s failure to respond within the specified period. Malicious complaints are also not accepted.

Reasons for Customer Complaints:

There are many reasons for customer complaints; some are related to the organization, others to the service provider, and others to the customer themselves.

  • First Type: Issues related to the procedures followed within the organization.
  • Second Type: Personal errors committed by the service provider.
  • Third Type: The customer’s lack of awareness of the actual benefit achieved from the service after receiving it, or the effort exerted to complete it in that manner.