Complaint and Suggestion Handling Mechanism
Receiving Complaints via Email or Complaint Form
The Customer Relations Unit is responsible for managing complaints and objections. All complaints are recorded in a dedicated system and then forwarded to the relevant parties for review and action.
Complaint Acceptance and Rejection Mechanism
This mechanism is designed to make it easier for beneficiaries to file complaints regarding actions or decisions they believe the company failed to carry out properly, fairly, or lawfully.
- Any individual may submit a complaint provided it falls within the scope of Ertyad Training’s activities.
- The complainant must identify themselves clearly, define the subject of the complaint, state the desired outcome, and provide all relevant and detailed information when possible.
- Complaints should be submitted promptly; complaints filed more than ten (10) days after the issue arises will not be considered.
- All supporting documents or emails related to the complaint should be attached.
- The Customer Relations Unit reviews the complaint and determines its eligibility.
- If accepted, a clear timeline for resolving the issue is established, and the complainant is informed of the expected response time.
- If rejected, the complainant will be notified along with the reasons for rejection.
- If the complainant remains dissatisfied with the outcome, they may submit a follow-up or escalation complaint directly to higher management.
- All complaints are handled confidentially.
- Authorized personnel may conduct investigations or compliance reviews to ensure that management adheres to applicable policies, regulations, and standards.
The complaint handling process may vary depending on:
- The type and complexity of the complaint.
-The applicable procedures,.
-The preliminary assessment of the case, and.
- The facts revealed during the review or investigation
A final decision will be made by the authorized personnel, recommendations will be documented, and a report will be shared with the complainant.
First: Handling Customer Complaints
- The beneficiary is always presumed to be right until proven otherwise.
- All information about the complainant and the party involved is treated with strict confidentiality and can only be accessed by authorized personnel whose roles require such access.
- All necessary measures are taken to ensure the confidentiality of submitted complaints, including related documents and digital or recorded information.
- Any complaint that is unclear, lacks sufficient detail, or cannot be reasonably investigated may be declined.
Common Causes of Customer Complaints
Customer complaints may stem from:
-Organizational procedures – issues arising from company processes or policies.
-Service provider errors – mistakes or oversights by service representatives.
-Customer misunderstanding – lack of awareness about the service’s benefits or required effort to complete it.
Procedure for Handling Complaints
- Complaints may be submitted through the unified contact number or the designated email.
- Complaints are classified and recorded in the digital system, then forwarded to the relevant departments for resolution and follow-up..
-The responsible department informs the authorized personnel about the actions taken to resolve the issue.
Second: Handling Customer Suggestions
1.Management Responsibilities
- Management ensures the confidentiality of all submitted suggestions and related documents (paper, electronic, or recorded).
- Each suggestion is registered under the name of its submitter.
- All staff handling suggestions must maintain confidentiality.
- Access to suggestion-related data is restricted to authorized employees whose roles require such access.
- The quality or delivery of services to the individual submitting a suggestion or complaint will not be affected by their submission.
2.Employee Responsibilities
- Employees must maintain the confidentiality of all submitted suggestions and related materials.
- Employees are only permitted to access information necessary for their duties.
3. Beneficiary Responsibilities
- Beneficiaries must enter accurate data when submitting a suggestion and avoid any misleading or malicious information.
Third: Complaint Submission Channels
We are pleased to receive complaints, inquiries, or feedback through the following channels:
- Contact Form: https://ertyad.com/contact
- Phone: 920009267
- WhatsApp: 920009267
- Email: info@ertyad.com
National eLearning Center
- Complaint Number: 920009267
- Email: info@elc.edu.sa
Technical and Vocational Training Corporation (TVTC) – General Administration for Private Training
- Phone: 920009267
- Fax: 0112087978
- Email: gdpci@tvtc.gov.sa