Submitting and Handling Complaints and Suggestions

The Customer Service Department at Metropolis Training Institute organises complaints and objections, records them in a dedicated system and then forwards them to the parties concerned. This guide sets out all the channels for submitting complaints and feedback to the administration and how they are handled.

Last updated: 10 July 2025

First: Handling Customer Complaints

This mechanism is designed to make it easy for beneficiaries to submit complaints. Complaints may concern actions or decisions that the beneficiary believes the Institute's management failed to take, or took but carried out incorrectly, unfairly or unlawfully.

Rules for Submitting a Complaint

• Anyone may submit a complaint, provided it falls within the Institute's scope of work.
• Complaints must be submitted within ten days of the incident; late complaints will not be considered.
• Any documents, emails and all other evidence relating to the complaint must be attached.
• When submitting a complaint, the complainant is asked to identify themselves, state the subject of the complaint clearly, and indicate the outcome they expect.

Handling Procedure

1. Informing the relevant staff (Customer Service Department) of the complaint and determining its admissibility.
2. If the complaint is accepted, a clear timeframe is set for resolving the issue and the complainant is notified of the expected date of the official response.
3. If the complaint is rejected, the beneficiary is informed and given the reasons.
4. If the complainant remains dissatisfied with the outcome, they may immediately lodge a confirmatory complaint or submit a complaint to a higher authority.

Rules for Handling Complaints

• The beneficiary is always right until proven otherwise.
• All complaints are handled confidentially, and all measures are taken to protect the confidentiality of the complainant's information.
• Malicious complaints are not accepted.
• If the complaint is not resolved within the specified period, a committee is formed to examine the reasons and submit a report on its findings.

Escalating the complaint to senior management

If the complaint is not dealt with within 48 hours of being sent, and no member of the technical support team has contacted the complainant, the complainant may contact the Institute's Director General directly at his email address: info@metropolis.edu.sa. The manager undertakes to resolve the complaint within 24 hours if the client's grievance is justified.

Second: Handling Customer Suggestions

Role of Management

The administration takes all necessary measures and precautions to ensure the confidentiality of submitted suggestions and the related documents and information (paper, electronic and recorded) in accordance with the following rules:

• The suggestion is registered in the name of the person who submitted it.
• Everyone who handles the suggestions system is bound by confidentiality.
• Ensuring that the delivery and quality of services to the proposer are not affected as a result of submitting a suggestion.
• Ensuring that the position of an employee who submits a suggestion is not affected as a result.

Role of the Beneficiary

The beneficiary undertakes to enter the suggestion details correctly, to avoid any misrepresentation or malicious information against the Centre or its staff, and to provide all information on time when requested.

Third: Channels for Complaints and Suggestions