Mechanism for Receiving Complaints via Email or Complaint Form

The customer service department is responsible for organizing and registering complaints and objections in its dedicated system. These complaints are then forwarded to the relevant parties. This document aims to assist you in submitting a complaint if desired.

Mechanism for Accepting and Rejecting Complaints

This mechanism is designed to facilitate the submission of complaints by beneficiaries. Complaints can be submitted for reasons related to actions or decisions that the center's management has failed to perform, take, or execute improperly, unfairly, or unlawfully.

• Any individual can submit a complaint as long as it falls within the scope of the activities of the Centennial Higher Institute for Training.

• When submitting a complaint, the complainant is requested to provide identification, clearly specify the subject of the complaint, state the expected outcome, and provide detailed and relevant information if possible.

• Complaints must be filed within ten days of their occurrence. Late complaints will not be considered.

• Any supporting documents, emails, or relevant evidence related to the complaint should be attached.

• The individuals responsible in the Customer Service department will review the complaint and assess its viability.

• If the complaint is accepted, a clear timeline will be established to resolve the issue, and the complainant will be notified of the expected response date in most cases.

• If the complaint is rejected, the beneficiary will be informed of the reasons for the rejection.

• If the complainant remains dissatisfied with the outcome of the complaint process, they may file a confirmation complaint or submit another complaint to a higher authority (such as the General Organization for Technical and Vocational Training or the National Center for E-Learning).

• All complaints are handled confidentially.

• The relevant individuals have the right to conduct investigations or reviews to assess compliance with rules, regulations, and relevant provisions, such as policies and standards.

• The handling of complaints varies based on:

- The type and complexity of the complaint.

- The procedures followed.

- The initial evaluation indicating whether there are justifiable grounds for the complaint.

- The facts revealed during the evaluation or investigation.

• The relevant individuals make the final decision, document the recommendations, write a report on the complaint, and notify the complainant.

First: Dealing with customer complaints:

The beneficiary is always right until proven otherwise.

• The confidentiality of the complainant's information and the party being complained about, as well as their data, is ensured by restricting access to authorized and qualified employees who require access due to the nature of their work.

• All necessary measures and precautions are taken by the relevant individuals to ensure the confidentiality of the submitted complaints, as well as the confidentiality of the documents and information related to them and the details of the complainant (whether in paper or recorded electronic voice form).

• Any complaint that expresses the opinion of the customer, and the institute has the right to accept or reject the complaint if it is unclear or cannot be studied due to not receiving a response from the complainant within the specified period; and malicious complaints are not accepted.

Reasons for customer complaints:

There are several reasons for customer complaints, some of which are attributed to the organization, others to the service provider, and some to the customer himself.

The first type: Related to the procedures followed in the organization.

The second type: Personal errors made by the service provider.

The third type: The customer's lack of knowledge about the benefits obtained from the service after receiving it or the effort exerted to complete it in this manner.

Procedure for receiving a complaint:

• The management receives complaints through the unified number or via the specified email.

• The customer service department categorizes and records the complaints within a computerized system, and then they are sent and followed up with the relevant parties for processing and resolution.

• The concerned party informs the authorized person of the actions they will take to resolve the problem.

Expected duration for complaint resolution:

It depends on the type of complaint:

• If it is an internal matter, the procedure is carried out immediately upon receiving the complaint.

• If the complaint is related to an external facility, it will be resolved within a week or three working days.

* If the complaint is not resolved within the specified period, a committee is formed to review the reasons and send an email with the results and causes.

‏Secondly: Dealing with customer suggestions:

1. Management

The management takes all necessary measures and precautions to ensure the confidentiality of the submitted suggestions, as well as the documents and information related to them (whether in paper, electronic, or recorded form).

The suggestion is recorded in the name of the proposer.

Anyone dealing with the suggestion system is committed to confidentiality.

Ensuring the confidentiality of information and data of the suggestion and the concerned party by not allowing access to it except by authorized and qualified employees who require access due to the nature of their work.

Ensuring that the provision and quality of services are not affected by the suggestion.

Ensuring that the job position of the employee is not affected by their suggestion. .

2. Employee

The employee is responsible for maintaining the confidentiality of the submitted suggestions and the information and documents related to them. .

‏The employee is entitled to access the information required by the nature of their work only.

3. Beneficiary

The beneficiary is committed to entering the suggestion data correctly and avoiding any falsehoods or malicious information against the center or its employees, and provides all requested information within the specified time.

Thirdly: Channels for submitting complaints:

We are pleased to receive any complaints, inquiries, or observations through:

• Attached Complaint Form:

Click here

• Complaint Number (Phone and WhatsApp): +966581388108

• Email: info@cwit.edu.sa

National Center for E-Learning

• Complaint Number: 920015991

• Email: info@elc.edu.sa

General Organization for Technical and Vocational Training - General Administration for Private Training

• Phone: 2088400-011

• Fax: 2087978-011

• Email: gdpci@tvtc.gov.sa