Customer complaints are handled according to the following procedures:

1. The complaint will be raised into the company’s internal system.

2. The customer is notified of the complaint's receipt by receiving an SMS with the complaint number

3. The Customer Care Unit will send the complaint directly to the relevant department via the system for investigation and appropriate action. The complaint should be closed within a period not exceeding 3 working days.

4. If the relevant department does not close the complaint within the designated closure period, the complaint will be automatically escalated to the next managerial level.

5. Once the complaint is resolved, the Customer Care Unit will close the complaint and notify the customer.

Policy Statement

Complaint form

Please fill the below form

+966