Mechanism for Submitting Complaints and Suggestions
Complaints and suggestions may be submitted when a beneficiary believes that the center’s management has failed to take appropriate action, or that a decision was implemented incorrectly, unfairly, or unlawfully.
Complaints and suggestions can be submitted through the following channels:
Direct contact with the Center Director via mobile: (0546615599), SMS messages, or social media platforms.
All complaints are handled confidentially. The processing method varies depending on the type and complexity of the complaint.
Procedures Followed
Initial assessment to determine whether there are valid grounds for the complaint.
Review of facts disclosed during evaluation or investigation.
Relevant authorized personnel make the final decision, document recommendations, prepare a report, and notify the complainant of the outcome.
The organization reserves the right to conduct investigations or compliance reviews to assess adherence to applicable rules, regulations, policies, and standards.
General Guidelines for Submitting a Complaint
Any individual may submit a complaint, provided it falls within the center’s scope of work.
The complainant must clearly identify themselves, define the complaint topic, specify expected outcomes, and provide relevant supporting details whenever possible.
Complaints must be submitted within 10 days of the incident; late complaints will not be considered.
All supporting documents, emails, or evidence must be attached.
The General Manager reviews the complaint and determines its validity.
If accepted, a clear resolution timeframe is set, and the complainant is informed of the expected response time.
If rejected, the complainant is informed along with the reasons.
Complaint Closure Timeframe
Complaints are resolved within 48 hours.
Escalation Procedure (If Complaint Is Not Resolved in Time)
If the complainant is not satisfied with the outcome, they may escalate the complaint immediately or submit it to a higher authority within the center via the following email: dr.moulla@hotmail.com
The relevant authorities will make the final decision, document recommendations, prepare the final report, and notify the complainant accordingly.
