Complaints and Suggestions Policy

To submit a complaint or suggestion, users can access the technical support portal on the Health Academy platform and select the "Complaints and Suggestions" option. Users may also contact the organization through the following channels:

Phone: 9200199393
Email: ha.training@scfhs.org.sa

Users can also complete the satisfaction survey to share their feedback and help improve the quality of the services provided.

Process for Reviewing and Responding to Complaints/Suggestions

Step 1: Users submit complaints or suggestions through the Health Academy platform by selecting the "Complaints and Suggestions" option.

Step 2: The complaint or suggestion is reviewed and investigated as quickly as possible based on the available resources. The appropriate action is approved by the organization’s management depending on the nature and complexity of the request. If there is any delay in reaching a resolution, the complainant will be informed accordingly. The complainant will receive an electronic notification or email regarding the investigation outcome and any actions taken.

Step 3: Following the review and registration of the complaint, the complainant is informed of the outcome by the responsible department. If no further action is required, the reasons for this decision will be communicated. The investigation results are documented and maintained by the responsible committee or department. If the complainant is not satisfied with the resolution, the complaint may be escalated to a higher authority.

For external complaints, users may contact the National Center for E-Learning through the following number: 920015991.

Upon receiving a complaint, an objective response will be provided within a maximum of 5 Days. This timeframe allows sufficient time to investigate the matter thoroughly and, where possible, resolve the concerns raised.

Delayed Complaint Procedures

If no response is provided within the expected timeframe, complainants may follow the delayed complaint procedures below:

  • Immediate Notification: Send an email to ha.training@scfhs.org.sa indicating that the complaint was not addressed within the specified timeframe. Please include the date the complaint was submitted to support follow-up.
  • Review and Action: Upon receiving notification of a delayed complaint, the responsible team will review the matter to determine the reason for the delay and take appropriate action to expedite the response.
Complaint Escalation Policy

We recognize that some concerns may require further review even after an initial response has been provided. In such cases, users may request escalation through the following process:

  • First Level of Escalation: If the complainant is dissatisfied with the response, they may request escalation to a senior responsible person by replying to the original complaint communication. The request should clearly explain the reasons for dissatisfaction and why further review is required.
  • Final Resolution: The responsible management team will review escalated complaints as a priority and provide a final response within 5 Days from the escalation date.

The Health Academy is committed to providing high-quality services, addressing concerns fairly and transparently, and ensuring that all feedback and complaints are reviewed and handled appropriately.