1. Introduction

This guide outlines the mechanism for receiving and managing complaints through an integrated system designed to support service beneficiaries. It aims to enhance satisfaction with the resolution of complaints and requests by providing clear procedures, defined response times, and approved escalation levels.

2. Complaint Submission and Handling Process

Beneficiaries are supported through multiple communication channels, with a commitment to respond promptly to their messages, requests, and complaints. All submissions are handled in line with best practices to ensure resolution within the designated timeframes.

2.1. Complaint Submission Channels

2.2. Complaint Handling Stages

2.2.1. Receiving the Complaint

• The complaint is submitted by the beneficiary through the available channels.
• The beneficiary will receive a complaint reference number via the platform’s official notification channels.

2.2.2. Initial Response

• The submitted information is reviewed, and the complaint is preliminarily assessed.
• The beneficiary will be contacted, if necessary, to provide or verify additional information.

2.2.3. Processing the Complaint

• The complaint is processed within the designated timeframes.
• The beneficiary will be informed of the resolution through the platform’s official notification channels.

2.2.4. Closing the Complaint

• The complaint is formally closed, and the beneficiary notified via SMS.
• Beneficiaries may reopen a complaint within three (3) business days of receiving the resolution notice by contacting the support channels.

2.3. Expected Response and Processing Times

3. Escalation

3.1. Escalation Cases

Escalation may be initiated in the following circumstances:

• Exceeding the expected resolution timeframe.
• Receiving a resolution notification without actual resolution.
• Inability to submit a complaint through the available channels.

3.2. Escalation Procedure

• First Level Escalation: Initiated when any of the escalation cases apply.
• Second Level Escalation: Initiated if the complaint remains unresolved for five (5) business days after the first-level escalation.

4. Frequently Asked Questions (FAQs)

What is the expected timeframe for resolving a complaint?
Refer to Table 2. Business days are Sunday through Thursday, excluding official holidays.

What is the timeframe for providing additional information or documents when requested?
Beneficiaries must provide the required information within three (3) days of receiving the request to avoid closure of the complaint.

How can beneficiaries provide the required documents?
Documents should be sent via email to HD@absher.sa with the complaint reference number included in the subject line.

How can a screenshot of a technical issue be shared?
Screenshots should be sent via email to HD@absher.sa with the complaint reference number in the subject line.

What happens if the beneficiary does not respond when contacted?
An SMS notification will be sent to the registered mobile number. The beneficiary must re-establish contact within three (3) days to avoid closure of the complaint.

How can a beneficiary track a complaint?
The beneficiary will receive a complaint reference number via SMS and will be notified of the resolution through SMS as well. Complaints can also be tracked through the available communication channels.

What if a complaint requires resolution sooner than the specified timeframe?
Every effort will be made to resolve the complaint sooner than the published timeframe. However, beneficiaries are expected to consider the service-level commitments and associated timelines.