Complaint and Suggestion Mechanism

Based on the center’s core values of public service and its commitment to beneficiaries, and in alignment with its vision of effectiveness, transparency, and quality, the Complaints and Suggestions Management unit has been established in response to the aspirations of various beneficiary groups. This unit handles their concerns and needs, which we consider an opportunity to improve the quality of services provided.

Complaint Handling Procedure:

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

2. The complaint is recorded and forwarded to the concerned department. The client receives an SMS notification upon submission of the complaint, including a reference number and the estimated response time, sent to the mobile number registered in our system. A final SMS is sent once the complaint is resolved, including the necessary documents verifying the resolution through one of the approved channels.

3. A specialized team follows up on the complaint by contacting the complainant.

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

5. The management contacts the complainant via phone.

6. The management conducts regular reviews of all complaints, analyzing and studying them to identify improvement opportunities, which are followed up with the relevant departments by the center’s administration.
   
   

Complaint Submission Channels:

Available upon request or by clicking the complaint/suggestion submission link on the platform.

Direct & WhatsApp Contact Number (always available): 0560476037

Email: info@noorazizia.sa

Complaint Processing Time:

Complaints are to be resolved within 5 business days from the date of submission.

If additional time is required, the center will contact the client to inform them of the need for an extension and update them on the status of the complaint review.

Objection and Escalation:

If a customer feels the resolution was unsatisfactory, they have the right to inform the complaint handler during the call in which the resolution is communicated. In such cases, the issue will be escalated to a higher-level manager for further review.

The client also has the right to escalate their complaint to the Center Director via email at: info@noorazizia.sa

External Authorities for Escalation (If Unresolved):

If the issue remains unresolved, the customer may escalate the complaint to the following relevant authority:

National eLearning Center

Unified Contact Number: 011289664

Email: tvtcweb_as@ (on social media)