Mechanism for receiving complaints via email or complaint form
The Customer Service Department organizes and records complaints and objections in a dedicated system, which is then forwarded to the relevant parties. This file will, God willing, help you if you wish to file a complaint.
Mechanism for accepting and rejecting complaints
This mechanism is designed to facilitate the submission of complaints by the beneficiary. Complaints can be submitted for reasons related to actions or decisions that the center's management believes were unsuccessful in carrying out or taking, or that were implemented in an incorrect, unfair, or illegal manner.
- Anyone can file a complaint, provided it is within the scope of work of the Centennial Higher Training Institute.
- When submitting a complaint, the complainant should identify themselves, clearly define the subject of the complaint, state what they expect to achieve, and provide detailed information relevant to the complaint, if possible.
- The complaint must be filed within ten days of its occurrence, and complaints filed late will not be considered.
- Attach any documents, emails, and all evidence related to the complaint.
- Informing the concerned individuals (Customer Service Department) about the complaint and determining its admissibility.
- If the complaint is accepted, a clear timeframe is set for resolving the issue, and the complainant is notified of the date they can usually expect to receive an official response.
- If the complaint is rejected, the beneficiary will be notified and the reasons attached.
- If the complainant remains dissatisfied with the outcome of the complaint procedures, a confirmation complaint may be filed immediately or another complaint may be submitted to a higher authority (the General Organization for Technical and Vocational Training, or the National Center for E-Learning).
- All complaints are handled confidentially.
- Concerned individuals have the right to conduct investigations or compliance reviews to determine the degree of management's compliance with relevant rules, regulations, and provisions such as policies and standards.
- Complaint handling varies depending on:
- The final decision is made by the concerned individuals, recommendations are documented, a report is written on the complaint, and the complainant is notified.
First: Dealing with customer complaints:
The beneficiary is always right until proven otherwise.
- The confidentiality of the complainant's information, the party to whom the complaint is addressed, and their respective data is ensured by not allowing access to them except to the competent and authorized employees whose work requires such access.
- The concerned individuals shall take all necessary measures and precautions to ensure the confidentiality of the complaints submitted, as well as the confidentiality of the documents and information related to them and to the complainant’s details (paper, electronic, and audio recordings).
- Any complaint expresses the customer's opinion, and the Institute reserves the right to accept or reject the complaint if it is unclear or cannot be investigated due to failure to receive a response from the complainant within the specified period. Malicious complaints are also not accepted.
Reasons for customer complaints:
There are many reasons for customer complaints, some of which are due to the organization, some to the service provider, and some to the customer himself.
The first type: related to the procedures followed in the organization.
The second type: personal errors made by the service provider.
The third type: The customer’s lack of knowledge of the extent of the benefit achieved from the service after obtaining it or the effort expended to complete it in this manner.
The mechanism followed when receiving a complaint:
- The administration receives complaints through the unified number or via the specified email.
- The Customer Service Department classifies and records complaints within a computerized system. They are then forwarded and followed up with the relevant authorities for processing and resolution.
- The concerned authority will inform the authorized person of the measures it will take to resolve the problem.
Expected time to close the complaint:
Depends on the type of complaint:
- If the matter is internal, the procedure will be immediate upon receipt of the complaint.
- If the complaint is related to an external facility, it will be within one week or three working days.
* If the complaint is not resolved within the specified period, a committee will be formed, the reasons will be considered, and an email will be sent with the results reached and the reasons.
Second: Dealing with customer suggestions:
- Management
- employee
- beneficiary
Third: Complaint submission channels:
We are pleased to receive any complaints, inquiries or comments via:
- Attached complaints form:
- Complaints number (call and WhatsApp): +966581388108
- Email: info@cwit.edu.sa
National Center for E-Learning
- Complaints Number: 920015991
- Email: info@elc.edu.sa
General Organization for Technical and Vocational Training General Administration of Private Training
- Phone: 011-2088400
- Fax: 011-2087978
- Email: gdpci@tvtc.gov.sa