The Company Complaints Policy serves as a crucial governance document for organizations operating in Saudi Arabia, establishing standardized procedures for handling grievances and disputes. This document becomes necessary as companies grow and require formal processes to manage stakeholder complaints effectively while ensuring compliance with Saudi regulations, including the Labor Law, Consumer Protection Law, and Anti-Commercial Fraud Law. The policy helps organizations maintain transparency, protect stakeholder rights, and demonstrate commitment to fair business practices. It is particularly important given Saudi Arabia's increasing focus on corporate governance and consumer protection as part of Vision 2030. The document outlines specific procedures for complaint submission, investigation, resolution, and appeals, while incorporating necessary cultural and religious considerations specific to the Saudi market.
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1. Purpose and Scope: Outlines the policy's objectives and its application scope within the organization
2. Definitions: Defines key terms used throughout the policy including types of complaints, stakeholders, and resolution terms
3. Legal Framework: References to relevant Saudi laws and regulations governing complaint handling
4. General Principles: Core principles of complaint handling including fairness, transparency, and Sharia compliance
5. Types of Complaints: Categories of complaints (employee, customer, stakeholder) and their characteristics
6. Complaint Filing Procedure: Step-by-step process for submitting complaints, including channels and required information
7. Investigation Process: Detailed procedures for investigating complaints, including timeframes and responsibilities
8. Resolution and Response: Guidelines for resolving complaints and communicating decisions to complainants
9. Appeals Process: Procedures for appealing decisions and escalation pathways
10. Confidentiality and Protection: Measures to protect complainant privacy and prevent retaliation
11. Record Keeping: Requirements for documentation and maintenance of complaint records
12. Monitoring and Reporting: Procedures for tracking complaints and generating reports
1. External Reporting Requirements: For regulated industries, specific procedures for reporting complaints to regulatory authorities
2. Online Complaint Handling: For companies with significant online presence, specific procedures for managing digital complaints
3. International Complaints: For companies operating internationally, procedures for handling cross-border complaints
4. Special Categories of Complaints: For specific industries, handling of specialized complaints (e.g., financial services, healthcare)
5. Alternative Dispute Resolution: For companies wanting to include mediation or arbitration options
6. Customer Compensation: For retail/service businesses, guidelines for compensation or remediation
1. Complaint Form Template: Standard form for filing complaints, including required information fields
2. Complaint Processing Flowchart: Visual representation of the complaint handling process
3. Contact Information: List of relevant contacts and departments for complaint handling
4. Timeframe Guidelines: Detailed timeframes for each stage of complaint processing
5. Regulatory Reporting Templates: Standard forms for regulatory reporting where required
6. Code of Conduct Reference: Relevant excerpts from company's code of conduct related to complaint handling
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