University Policies
Policy on Complaint Reception and Processing
Introduction
Al-Mustaqbal University is committed to fostering a transparent and accountable academic and administrative environment, enabling all stakeholders to express their observations and concerns in a secure and effective manner. In its pursuit of enhancing a culture of transparency and accountability and improving service quality, the university adopts this policy to regulate the process of receiving complaints. This includes clarifying procedures for receipt, processing, and follow-up, thereby ensuring the protection of rights, maintaining confidentiality, and achieving equity. Through this policy, the university seeks to establish effective communication channels with students, staff, researchers, and external partners to enhance institutional performance and strengthen trust in university management.
Policy Clauses
1
Scope of Application
This policy applies to all types of complaints related to:
• Academic and administrative services.
• The conduct of staff and faculty members.
• Scientific research processes and academic projects.
• Any dealings or partnerships with external entities associated with the university.
2
Principles of Complaints Handling
The university is committed to addressing complaints according to the following principles:
• Confidentiality: Protecting the identity of the complainant.
• Equity: Handling complaints with integrity and impartiality.
• Transparency: Informing the complainant of the progress of the processing.
• Speed and Efficiency: Addressing complaints within designated timeframes.
3
Complaints Reception Channels
The university provides multiple channels for submitting complaints:
• Electronic Platform: A formal submission form available via the university’s website.
• Official Email: A dedicated email for complaints with chronological follow-up.
• Dedicated Administrative Office: Physical receipt of paper-based complaints at the Community Service or Student Affairs departments.
• Direct Hotline: A telephone number dedicated to urgent or emergency complaints.
4
Receipt and Registration of Complaints
Every complaint is registered immediately upon receipt in a centralized database. A tracking number is assigned to each complaint to ensure monitoring of the processing stages, and complaints are classified by type, priority, and level of urgency.
5
Processing of Complaints
Complaints are referred to the relevant university entity based on their nature. Procedures are undertaken to verify the content and validity of the complaint, and the complainant is informed of the processing steps and the expected timeline.
6
Protection of Rights and Confidentiality
The university guarantees that no retaliatory measures will be taken against the complainant. Information regarding the complainant is kept strictly confidential and is only disclosed to the authorities responsible for the processing.
7
Documentation and Reporting
All complaints and their outcomes are documented in official records. Periodic reports are prepared and submitted to senior management to evaluate the effectiveness of the system and identify areas for improvement. These reports are utilized to develop future policies and procedures.
8
Utilization of Outcomes
The university leverages complaint outcomes to enhance:
• The quality of academic and administrative services.
• Institutional performance and human resource competencies.
• Internal programs and policies in alignment with best practices.
9
Emergency Issue Management
In urgent cases or those posing a risk to individual safety or the university’s reputation, complaints are addressed immediately by a specialized emergency committee, which issues the necessary recommendations.
10
Policy Validity and Review
This policy is effective from its date of approval by the University Council. It shall be reviewed biennially to ensure alignment with national legislation, institutional developments, and the needs of stakeholders.
Conclusion
Through this policy, Al-Mustaqbal University reaffirms its commitment to building a transparent and accountable environment that fosters trust among all parties and allows students, staff, and partners to voice their concerns safely. The complaints handling system serves as a pivotal tool for improving institutional performance, enhancing integrity, and ensuring the delivery of high-quality academic and administrative services.