Note that processing a complaint goes through three stages

As soon as the complaint arrives, you will receive a text message on your mobile phone (accredited in our records) containing the application number, the date and time of the response to you, as the processing period varies according to the nature of the note or complaint, not exceeding 10 working days. The competent department to process the complaint will contact you within a week from the date of submitting the complaint and complete all the required documents related to the complaint, or to specify a longer period of time to process the request. Our staff will contact you and inform you of the expected date for responding to your observation or complaint. Upon completion of processing the complaint, our staff will contact you and inform you of the outcome of the treatment. You will also receive a text message on your mobile phone (approved in our records) containing the application number and informing you of the termination and closure of the complaint. Note that if you are not satisfied with the outcome of the treatment, you can escalate the complaint to the competent authorities. 

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