Complaints and Suggestions

For complaints and suggestions, please contact the center's coordinator at the following email address: info@spsc.gov.sa

Mechanism of Complaints and Suggestions response

Step 1: Raise trainees' complaints/suggestions - Register the recipient of the complaint/suggestion in the complaints/suggestions follow-up record. Send the complaint/suggestion to the responsible authority according to its type to analyze it and determine the appropriate corrective action for it.

Step 2: Corrective Action - The complaint/suggestion is investigated as soon as possible within the limits of the available resources, with a maximum of 72 hours. The corrective action shall be approved by the program administration or the director of affairs according to the nature of the complaint/suggestion. The trainee or trainer is informed if there is an accidental delay in reaching a solution to his complaint/suggestion. The complainant shall be notified electronically of the results of the investigation and of any actions to be taken.

Step 3: As a result of examining and recording the complaint/suggestion, the complainant is informed of the result of the complaint’s examination by the person responsible for it no later than three days from the date of receiving the complaint. In case the center decides not to take any other action, the complainant will be informed of the reasons. Recording the result of the investigation of the complaint and the corrective action by the Student Complaints Committee. In the event of dissatisfaction with the outcome of the complaint examination, the student can submit the complaint to the higher authority.

In addition, you can contact the National Education Center for any complaints at 920015991

Standard Response Time

Upon receiving a complaint, it is our policy to acknowledge receipt within 24 hours and to provide a substantive response to the complainant within a maximum of 7 days. This period allows us to thoroughly investigate the matter and, where possible, resolve any issues raised.

Overdue Complaints Procedure

In the event that a response to a complaint is not provided within the expected 7-day timeframe, we encourage complainants to follow our overdue complaints procedure:

• Immediate Notification: Please send an email to cs+support@spsc.gov.sa indicating that your complaint has not been addressed within the stipulated timeframe. Include your original complaint reference number and the date it was submitted to facilitate a swift follow-up.
• Review and Action: Upon receipt of notification regarding an overdue complaint, our dedicated team will promptly review the matter to determine the cause of the delay and will take immediate action to expedite a response.

Complaint Escalation Policy

We recognize that some concerns may not be resolved to the complainant's satisfaction even after our initial response. In such cases, we have established a complaint escalation policy:

• First Level of Escalation: If you are dissatisfied with our response, you may request that your complaint be escalated to a senior manager. This request should be made by responding to cs+support@spsc.gov.sa, stating clearly the reasons for your dissatisfaction and why you believe further review is necessary.
• Second Level of Escalation: Should the response from the senior manager not address your concerns, you may escalate the complaint to our executive team. This escalation must be done via email to cs+executive@spsc.gov.sa, providing a detailed account of the complaint and the reasons for further escalation.
• Final Resolution: The executive team will review escalated complaints with the utmost priority, providing a final response within 14 days of the escalation.

Our commitment to service excellence and customer satisfaction underpins these procedures. We are dedicated to resolving all complaints fairly and promptly, ensuring that our customers' voices are heard and acted upon.