Receiving complaints

Receiving complaints
The Academic Training Department is the designated contact point for receiving, reviewing, and processing customer complaints, and then communicating with customers to inform them of the recommendations and results of the review regarding their complaints.

Procedures for submitting and handling complaints
Procedures for dealing with customer complaints have been established to facilitate and facilitate the consideration of customer complaints that are submitted for various reasons that may be the result of administrative decisions or actions issued by the center’s management or its employees, and the customer believes that the work was done or implemented incorrectly or was unfair.

Any client has the right to submit a complaint provided that it is within the scope of work of the Al-Rai Professional Training Center.
When submitting a complaint, the complainant must provide all the necessary information (name, contact numbers, subject of the complaint, and provide the necessary information related to the subject of the complaint). Any complaint that does not contain the information necessary to communicate with the client or is not related to the center’s work or its employees will not be considered.
Fill out the “Customer Complaint Form”.
The customer will be informed, within 3 business days from the date of receipt of the complaint, about the status of the order and the complaint will be dealt with and a response will be provided to the customer within 10 business days.
The client will be responded to and informed of the decision reached. If the customer agrees to the decision, the complaint will be closed immediately after the decision is implemented. If no additional communication or message is received from the complainant within 15 business days from the date of the final written response, the complaint will be considered closed.
All complaints are considered and handled confidentially.
If the complainant remains dissatisfied with the outcome of the procedures related to his complaint, the complaint can be filed before the competent authorities.
# Phase notes
1 Receiving the complaint request (email, website, complaint form).
2 Order inspection 3 working days
3 As a result of the examination, the complaint is rejected (notifying the client stating the reason) and the complaint is accepted
4 Complaint processing takes 10 working days
5 Informing the beneficiary of the treatment result
6 Closing the request based on the data provided in this regard
If more than a month has passed since the end of the session, no complaint will be accepted after this period has passed from the date of the session.
Procedures for receiving complaints

# Phase notes
1 Receiving the complaint request (email, website, complaint form)
2 Order inspection 3 working days
3 As a result of the examination, the complaint is rejected (notifying the client stating the reason) and the complaint is accepted
4 Complaint processing takes 10 working days
5 Informing the beneficiary of the treatment result
6 Closing the request based on the data provided in this regard
Channels for receiving and escalating complaints
The training center’s channels are below:
Company website: (link – complaints)
Send an email to: Training.Inquires@potc.sa
National Center for E-Learning
Complaints number: 920015991
Email: care@nelc.gov.sa
General Corporation for Technical and Vocational Training
General Administration of Private Training
Tel: 011-2088400
Fax: 2087978-011
Email: gdpci@tvtc.gov.sa