Communication Channels for Complaints and Suggestions
Beyond Training Center follows the process below for submitting and handling complaints and suggestions:
Complaints and suggestions may be submitted through the following channels:
– Email: academy@beyondcompany.sa
– WhatsApp application via the designated number: +966 55 285 5456
Handling Complaints
– The beneficiary is always considered to be in the right until proven otherwise.
– The confidentiality of the complainant’s information and the party concerned is ensured by restricting access to only authorized and relevant personnel.
– All necessary precautions are taken to safeguard the confidentiality of submitted complaints, as well as associated documents and information (paper, electronic, and recorded audio).
– Any complaint is considered an expression of the beneficiary’s opinion. The center has the right to accept or reject complaints that are unclear, cannot be investigated due to lack of response within the required timeframe, or are malicious in nature.
Handling Suggestions
Management:
– Ensures confidentiality of submitted suggestions and related documents or information (paper, electronic, recorded).
– The suggestion is registered under the submitter’s name.
– All individuals dealing with the suggestion system must maintain confidentiality.
– Access to suggestion-related information is limited to authorized personnel only.
– Service quality and provision to the submitter must not be affected by the submission.
– The employee’s standing must not be negatively affected due to their suggestion.
Employee:
– Must maintain the confidentiality of suggestions and related information.
– May only access information that is necessary for their duties.
– Beneficiaries must provide accurate and non-malicious information, and respond with requested data within the specified timeframe.
Complaint Closure Timelines
– Depending on the nature of the complaint:
– Internal complaints are addressed immediately upon receipt.
– Complaints involving external parties are addressed within one week or three working days.
Escalation Policy
If a complaint is not resolved within the designated period, a committee is formed to review the issue, analyze the reasons for the delay, and issue a report via email detailing findings and justifications.