Complaints Procedure

Receiving Complaints

Complaints are received through various channels. The National eLearning Center (NeLC) receives and handles complaints within a defined timeframe, following clear procedures that ensure rapid response and quality of processing.

1.1 Complaint Reception Channels

Service Workflow

1. Receiving Complaints
2. Complaint Classification
3. Processing Complaints
4. Complaint Resolution
5. Satisfaction Survey

Service Channels

Unified Contact Center

Customer Service via X Platform

Contact Form / Email

Inquiry Services

Procedural Services

1.2 Complaint Handling Procedure

1.2.1 Submission

• Submit the complaint through approved communication channels.
• Register the complaint and verify data completion.
• Send a reference number to the beneficiary.

1.2.2 Processing

• Review and classify the complaint.
• Route the complaint to the relevant department.
• Follow up until resolution.

1.2.3 Resolution

• Handle the complaint in accordance with approved regulations.
• Notify the beneficiary of the result.

1.2.4 Cancellation

• The beneficiary may cancel the complaint upon request.
• The complaint is closed and the reason is documented.

1.2.5 Satisfaction Survey

• A survey link is sent after closure.

1.3 Escalation

1.3.1 Escalation Process

• Dissatisfaction with the handling result.
• Delay beyond the specified timeframe.
• Non-compliance with communication channels.

1.3.2 Escalation Levels

• Escalation is performed according to the approved Authority Matrix (Table 3.1).

Frequently Asked Questions (FAQs)

How can I submit a complaint through the digital platform?
Complaints can be submitted via any of the approved communication channels

What is the expected response time?
Responses are provided according to the specific type of request.

How can I track my complaint?
By using the reference number provided after submission.