Complaints and Proposals Mechanism

Introduction
Based on the values of Mwaheb Platform in serving the public and caring for beneficiaries, and in harmony with the center's vision based on effectiveness, transparency, and quality, the Complaints and Proposals Department has been opened in response to the aspirations of various groups of beneficiaries and to deal with their problems and requirements, which we consider an opportunity to improve the quality of services provided.

Handling Mechanism for Complaints:

1. The complaint is submitted through the available channels with the necessity of mentioning the required data and contact numbers.
2. The complaint is recorded and referred to the concerned administration, and a notification is sent to the customer via SMS including the reference number and specified duration, and a final SMS when the complaint is processed and closed.
3. A specialized team researches the complaint by communicating with the complainant.
4. The problem is solved and the necessary measures are taken in case the complainant's complaint is proven correct, and informing him of what has been done to solve the complaint.
5. The administration calls by phone for follow-up and ensuring satisfaction with the solution.
6. A regular review of all complaints is conducted, analyzed, and studied to identify improvement and development opportunities.

Handling Mechanism for Proposals:

1. The proposal is submitted through the available channels with the necessity of mentioning the required data and contact numbers.
2. The proposal is recorded and referred to the concerned administration for study.
3. The proposer is contacted if necessary to obtain additional details.
4. The possibility of implementing the proposal is studied, and then implemented if it is appropriate and achieves the organization's goals.
5. The proposer is contacted to thank and appreciate their contribution.

Center Communication Channels:

• Direct Contact and WhatsApp Numbers:+966 533 993 220
• Official Email: Info@mwaheblms.com
• To raise complaints and proposals: Click here

Complaint Processing Time:

The duration specified for processing the complaint is five working days from the date of submission. In case the platform needs additional time, the customer will be contacted and informed of that and the progress of the study process.

Objection and Escalation:

The customer who sees that the processing of the complaint was not fair to him has the right to inform the customer complaints official during communication with him, and in this case, it is submitted to a higher administrative level for review. The customer also has the right to escalate his complaint to the center manager via email: Info@mwaheblms.com