Complaints and Suggestions Mechanism

In alignment with the Center’s values of public service and its commitment to beneficiary satisfaction — and in accordance with our vision centered on efficiency, transparency, and quality — the Complaints and Suggestions Department was established to respond to the aspirations of all beneficiary groups and to handle their concerns and needs. These are seen as opportunities to improve the quality of the services provided.

Complaints Handling Procedure:

1. Complaints are submitted through available channels, ensuring the inclusion of required information and contact details.

2. The complaint is logged and referred to the relevant department. A text message is sent to the client upon submission containing a reference number and expected processing time. A final message is sent upon resolution and closure, including the necessary documents that support the resolution, through one of the verified channels.

3. A dedicated team investigates the complaint by contacting the complainant.

4. If the complaint is valid, the issue is resolved and the necessary corrective actions are taken. The complainant is notified of the outcome.

5. The administration may follow up with a phone call.

6. Regular reviews and analysis of all complaints are conducted to identify opportunities for improvement. These are tracked with the concerned departments by the Center’s management.

Suggestions Handling Procedure:

1. Suggestions are submitted through available channels with all required contact information.

2. The suggestion is logged and forwarded to the relevant department.

3. If needed, the proposer is contacted for additional details.

4. The concerned department evaluates the feasibility of the suggestion. If appropriate and aligned with the Center’s objectives, it is implemented.

5. The proposer is thanked for their contribution.

Communication Channels with the Center:

• To submit a complaint or suggestion: [Click here]

• Phone & WhatsApp (always available): 0560463997

• Email: info@nabd.med.sa

Complaint Processing Time:

The standard timeframe for processing complaints is five business days from the date of submission. If additional time is required, the center will contact the complainant to inform them of the delay and provide updates on the complaint’s progress.

Appeals and Escalation:

If a client feels the complaint resolution was unfair, they have the right to notify the Complaints Officer during the result communication. The complaint will then be escalated to a higher administrative level for further review.

The client may also escalate their complaint directly to the Center Director via email at: info@nabd.med.sa

External Authorities for Escalation (If the Issue Remains Unresolved):

1. • National eLearning Center

     • Hotline: 011289664

     • Email: tvtcweb_as@Social Media Platforms