Complaints and Suggestions Mechanism

• The institute aims to provide its services at the highest level within the framework of credibility and ethics, which always rely on comprehensive evaluation. Therefore, it encourages any complaints or effective suggestions from internal or external community members to be submitted to address issues and eliminate any negative impact on the system.
• The institute also seeks to ensure fairness in its internal practices by confirming the right of any student, employee, or worker to submit a complaint if dissatisfied with the service provided, whether related to academic or non-academic matters. Once submitted, the complaint will be verified for seriousness; malicious or anonymous complaints will not be considered.
• The institute aims to connect its internal members with the overall system, activating the role of each authority member to enhance overall performance and align internal practices with justice while avoiding conflicts of interest.

• First: Mechanism for submitting direct and indirect complaints or suggestions.
• Second: Mechanism for submitting indirect complaints or suggestions.
• Third: Additional methods for receiving complaints.
• Fourth: Electronic follow-up.
• Fifth: Advertising and announcing the committees activity.
• Sixth: Evaluating the committees role.

Methods for submitting complaints or suggestions vary depending on the type and size of the complaint. These include:

1- Complaints submitted to Department Heads:

• These can be verbal, written in complaint boxes, or raised during student conferences, covering issues such as teaching materials, learning tools, schedules, or disputes between students and faculty/administration. Records are documented in departmental files with dated minutes.

2- Complaints submitted to the Deputy of the Institute:

• These may also be verbal, written, or raised during student conferences, mainly concerning academic processes or fairness issues not resolved by the Department Head. Records are kept in the Deputys office with dated minutes.

3- Complaints submitted to the Dean:

• These may concern unresolved matters by the Deputy or administrative/staff issues, documented in the Deans office with dated minutes.

• The institute has 6 complaint and suggestion boxes for students of different levels across the six departments. For staff and employees, a complaint box is provided near the HR office.
• An online portal is also available to submit complaints and suggestions through the institutes website.

Other methods include:

• Verbal reception during seminars or lectures.
• Discussions with management during public sessions.
• Receiving complaints indirectly through faculty supervision or other suitable methods.

Announcements are made through:

• Meetings with all students at the start of each semester to explain committee activities and team members.
• Including information about complaints and suggestions in the student handbook distributed at the beginning of the academic year.

The committee holds regular meetings to evaluate its work, document its activities, and record decisions taken to solve student and staff issues. A report is submitted to the Dean.

Any member failing in their duties may be removed and legally held accountable. The Deputy reviews corrective measures and acts as final arbitrator in disputes regarding complaints.

A committee is formed annually to review complaints and suggestions before the academic year begins, working for a full year. Its formation and duties are:

Committee formation:

• Deputy for Education and Student Affairs
• One member from the Credibility and Ethics Committee
• Two professors from different departments nominated by the Deputy
• Administrative staff member
• One exemplary student or student union representative

Committee duties:

• Open the suggestion and complaint boxes
• Review complaints and follow up on decisions

Procedures for opening boxes:

• Boxes are opened monthly at 12:30 PM or as needed, with at least three members present, and records are documented.

Reviewing complaints and decisions:

• Complaints are categorized, numbered, recorded, reviewed, sent to relevant authorities, responses communicated, and anonymous complaints are handled carefully.