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Complaints and Grievances Guide For student
How to request a grievance
Student could request a grievance through the Communication & Information Center (CIC)
Website https://tawasul.moe.gov.sa/
Email cic@kau.edu.sa
Twitter cickau@
Phone 800-11-69528
CIC Services:
1. Inquiry:
A-Receiving and following up the inquiries and requests received through the center’s
communication channels from beneficiaries from outside and inside the university of services related to the university sectors.
B-The response time to the inquiry is within five working days.
C-Directing the inquiry to the coordinators in the authorities to respond to the inquiry and to
ensure that the data is correct.
D- Where the request is returned to the beneficiary in case the data is incorrect or incomplete
Communicate with the beneficiary to see the progress of the application and that it is of interest
After the coordinator's response, the response is approved by the officials in the
Communication and Information Centre to respond.
E- The beneficiary must direct him to the required direction
F- The beneficiary has the right to object to the response in case of dissatisfaction
2. Complaint
A- Receiving complaints from beneficiaries.
B- Ensure that the data is correct, as the request is returned to the beneficiary in case the data is
incorrect or incomplete.
C- The response time to the complaint is within ten working days.
D- Follow up on the complaint by the general supervisor of the Communication and Information
Center and escalate it to the agents.
E- And the leaders of the concerned party to the complaint.
F- Communicate with the beneficiary to see the progress of the application and that it is of interest.
G- Respond to the beneficiary with appropriate guidance and achieve beneficiary satisfaction.
3. Report:
A- Receiving reports of fire, theft, and other reports through communication channels.
B- In the center of the beneficiaries from outside and inside the university, services related to the
sectors.
C- the University.
D- Duration of dealing with incoming reports within two hours.
E- Follow-up of the report by the general supervisor of the Communication and Information Center and to ensure speedy handling.
F- The authorities concerned with the case.
4. Suggestion:
A- Receiving the proposal received through the center's communication channels from beneficiaries outside the university.
B- And within it, the services of the university sectors.
C- Deliver it to the competent authority, while preserving rights.
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