The educational lessons platform of the Science Path Training Company seeks to provide a distinguished educational experience, and therefore it values the opinions and comments of all beneficiaries of its services. This document aims to clarify the mechanism followed for submitting complaints and suggestions, and how to deal with them to ensure improving the quality of services provided.
· Providing effective communication channels to enable beneficiaries to easily submit their complaints and suggestions.
· Ensure that complaints and suggestions are handled quickly and effectively.
· Improving the quality of services provided based on beneficiaries’ feedback.
· Email: Beneficiaries can send complaints and suggestions to the following email: [email protected]
· Phone and WhatsApp messages: You can contact the support team dedicated to receiving complaints on 00966507924755
· Receiving the complaint:
The complaint is received and recorded through one of the specified communication channels.
· Confirm receipt:
- A confirmation message containing a reference number for the complaint will be sent to the beneficiary within 24 hours of receiving it.
· Review the complaint:
The complaint is reviewed by the relevant team to determine the type of complaint and the appropriate procedure to address it.
· Communicate with the beneficiary:
The beneficiary will be contacted within 3 working days to clarify the action taken and the expected time period for resolving the complaint.
· Complaint resolution:
The complaint is resolved as quickly as possible, and the beneficiary is notified once the problem is resolved and the complaint is closed.
Receiving the proposal:
The proposal is received through one of the specified communication channels and registered.
· Review the proposal:
The proposal is reviewed by the specialized team to determine the extent of its feasibility and usefulness for developing the service.
Evaluation and implementation:
- If the proposal is accepted, it will be referred to the relevant team to develop a plan for its implementation within a specific time frame.
· Beneficiary notification:
The beneficiary will be notified of the acceptance of the proposal or the reasons for not implementing it, within 7 working days of receiving it.
· Follow up on complaints and suggestions:
- All complaints and suggestions are followed up periodically to ensure that the actions taken are implemented and that beneficiaries’ satisfaction is achieved.
· Periodic evaluation:
The mechanism for dealing with complaints and suggestions is evaluated periodically to improve and develop it based on the follow-up results.
· Beneficiaries' rights:
Beneficiaries have the right to submit complaints or suggestions at any time without any negative consequences.
Beneficiaries are entitled to receive periodic notifications about the status of the complaint or proposal submitted.
· Beneficiaries' duties:
- Submitting complaints and suggestions objectively and without insult or defamation.
- Providing clear and accurate information to enable the relevant team to process the complaint or suggestion effectively.
The platform reserves the right to modify this mechanism from time to time in line with business requirements or to improve the service.
· Beneficiaries will be notified of any changes to this mechanism via email or through a notification on the platform.
For any inquiries or to submit complaints or suggestions, you can contact us via:
- Email: [email protected]
- Phone 00966507924755
