| Title | Complaints and Suggestions Policy |
|---|---|
| Ref. Code | FIP-QMS-ELMS-CAP |
| Status | Approved |
| Revision | 00 |
| QMS | E-Learning Management System |
| Date | 15-09-2024 |
Complaints and Suggestions Policy
Purpose
The purpose of this policy is to outline the procedure and channels for submitting and addressing complaints and suggestions from trainers, trainees, and other stakeholders. The goal is to ensure transparency, responsiveness, and continuous improvement in the quality of training services and e-learning platforms provided by Food Industries Polytechnic.
Scope
This policy applies to all stakeholders, including trainers, trainees, staff, and beneficiaries of the services offered by Food Industries Polytechnic. The policy defines the steps for submitting complaints and suggestions and outlines the procedures for their resolution.
Channels for Submitting Complaints and Suggestions
Food Industries Polytechnic provides multiple channels for submitting complaints and suggestions to ensure accessibility and ease of use for all beneficiaries. The available channels include:
- Complaints and Suggestions Tab on the Official Website
Users can submit their complaints and suggestions directly through the designated tab on the Food
Industries Polytechnic website. https://sc.fip.edu.sa/help-center/
- Chatbot on the Learning Management System (LMS)
The Classera chatbot is available to handle user queries, allowing trainees and trainers to raise complaints and suggestions within the platform.
- Support Staff Contact Details on the Website
Contact details for the support staff are provided on the website, enabling users to directly reach out via
email, phone for complaints and suggestions.
Procedure for Dealing with Complaints and Suggestions
Food Industries Polytechnic follows a structured approach to ensure timely and effective resolution of complaints and implementation of suggestions. The process involves the following steps:
1. Submission
Complaints and suggestions can be submitted through the above-mentioned channels. Each submission is acknowledged within 24 hours to confirm receipt.
2. Review and Assignment
The submitted complaints and suggestions are reviewed by Trainee Affairs Department or IT Department based on their nature. They are then assigned to the relevant supervisor or team responsible for resolution.
3. Action and Resolution
The relevant team works to address the issue and provides a response or solution. For complaints, the team aims to resolve the issue within the stipulated timeframe, and for suggestions, the feasibility and potential for implementation are assessed.
| Title | Complaints and Suggestions Policy |
|---|---|
| Ref. Code | FIP-QMS-ELMS-CAP |
| Status | Approved |
| Revision | 00 |
| QMS | E-Learning Management System |
| Date | 15-09-2024 |
Complaints Closing Period
The time taken to resolve a complaint depends on its complexity and severity. However, Food Industries Polytechnic commits to resolving all complaints within 5 business days. In the case of complex issues requiring more time, the user will be informed of the expected resolution timeline.
Escalation Procedure for Unresolved Complaints
If a complaint exceeds the specified time for resolution, the user may escalate the matter by contacting the Head of the E-Learning Program at Muhammad.ali@fip.edu.sa or qa@fip.edu.sa.
Complaints unresolved within the standard period will be prioritized for immediate action.
Monitoring and Continuous Improvement
All feedback, including complaints and suggestions, is documented and analyzed to identify recurring issues and areas for improvement. This allows the Polytechnic to enhance its services and processes continuously.