Submit a request through the technical support portal on the Medad platform and select "Complaints and Suggestions," or you can contact the organization through the following number: 0112020202, or reach us via the complaints email: medad@kkf.org.sa
You can also complete the satisfaction survey to share your feedback and help us improve our services.
Process for Reviewing and Responding to Complaints/Suggestions
Step 1: Trainees submit complaints/suggestions through the Medad platform and select "Complaints and Suggestions."
Step 2: The complaint is investigated as quickly as possible within the available resources. The action is approved by the organization’s management depending on the nature of the complaint. The trainee or trainer will be notified if there is an incidental delay in reaching a resolution regarding their complaint. The complainant will be informed electronically or via email of the investigation results and any actions to be taken.
Step 3: Following the review and registration of the complaint, the complainant is informed of the outcome by the responsible official. If the organization decides that no further action is required, the complainant will be informed of the reasons. The investigation outcome will be recorded by the Student Complaints Committee. If dissatisfied with the complaint resolution, the student may escalate the complaint to a higher authority.
For complaints, you can also contact the National Center for E-Learning as an external entity at the following number: 920015991.
Upon receiving a complaint, an objective response will be provided to the complainant within a maximum of 7 days. This timeframe allows us to thoroughly investigate the matter and, where possible, resolve any issues raised.
Delayed Complaint Procedures
If no response is provided to a complaint within the expected timeframe of 7 days, we encourage complainants to follow the delayed complaint procedures, which are as follows:
- Immediate Notification: Please send an email to medad.admin@kkf.org.sa indicating that your complaint was not addressed within the specified timeframe. Please include the date the complaint was submitted to facilitate prompt follow-up.
- Review and Action: Upon receiving notification regarding a delayed complaint, our specialized team will review the matter immediately to determine the cause of the delay, and immediate action will be taken to expedite the response.
Complaint Escalation Policy
We recognize that some concerns may not be resolved to the complainant’s satisfaction even after our initial response. In such cases, we have established a complaint escalation policy:
- First Level of Escalation: If you are dissatisfied with our response, you may request to escalate your complaint to a senior manager. This request should be made by replying to the original complaint email at medad.admin@kkf.org.sa, clearly stating your reasons for dissatisfaction and why you believe further review is necessary.
- Final Resolution: The management team will review escalated complaints with the highest priority, providing a final response within 14 days of escalation.
Our commitment to service excellence and your satisfaction is at the heart of these procedures. We are dedicated to resolving all complaints fairly and promptly, ensuring that your voice is heard and addressed.