This mechanism enables beneficiaries to submit complaints related to actions or decisions taken by the training center that may have been executed incorrectly, unfairly, or illegally.

General Guidelines

• Complaints must fall within the scope of the training center’s responsibilities.
• Anyone can submit a complaint, provided it is relevant to the center’s activities.
• The complainant must identify themselves and clearly define the complaint topic.
• The expected resolution and all relevant supporting information should be provided.
• Complaints must be submitted within 10 days of the incident; late submissions will not be accepted.
• Attach all relevant documentation and evidence (e.g., emails, files).

Complaint Review Process

• The complaint is forwarded to the Director General for initial review and determination of validity.
• If accepted, a resolution timeline is established and shared with the complainant, along with the expected date for an official response.
• If rejected, the complainant will be notified with the reason for rejection.
• All complaints are handled with strict confidentiality.

Complaint Processing Time

All valid complaints will be processed within 48 hours.

Complaint Investigation and Evaluation

Authorized personnel may conduct investigations to evaluate compliance with relevant policies, standards, and regulations.

Factors Affecting Complaint Handling

• Type and complexity of the complaint.
• Procedures and internal policies followed.
• Initial findings and justification for the complaint.
• Evidence uncovered during the evaluation or investigation process.

Final Decision

The final decision is made by the responsible authorities. All findings and recommendations are documented in an official report, and the complainant is informed accordingly.