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The Complaints Management Policy serves as a crucial governance document for organizations operating in Saudi Arabia, establishing standardized procedures for handling customer grievances and feedback. This policy is essential for ensuring compliance with Saudi Arabian consumer protection laws, SAMA regulations (where applicable), and Shariah principles. It provides a framework for systematic complaint handling, including receipt, investigation, resolution, and reporting of complaints. The policy is particularly important given the increasing focus on consumer rights in Saudi Arabia's Vision 2030 and the growing emphasis on customer service excellence. Organizations must implement this policy to maintain regulatory compliance, protect customer rights, and demonstrate commitment to service quality and continuous improvement.

1. Purpose and Scope: Outlines the objectives of the policy and its application scope, including types of complaints covered

2. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint, complainant, resolution, etc.

3. Legal Framework and Compliance: References to relevant Saudi laws, SAMA regulations, and Shariah principles governing complaint handling

4. Principles of Complaints Management: Core principles including fairness, objectivity, confidentiality, and transparency in complaint handling

5. Complaints Management Process: Detailed step-by-step process for receiving, recording, and handling complaints

6. Timeframes and Service Levels: Specific timeframes for acknowledging and resolving different types of complaints

7. Documentation Requirements: Requirements for recording and maintaining complaint records

8. Roles and Responsibilities: Defines responsibilities of different stakeholders in the complaints management process

9. Escalation Procedures: Process for escalating unresolved complaints to higher authorities

10. Communication with Complainants: Guidelines for maintaining communication throughout the complaint process

11. Quality Assurance and Monitoring: Procedures for monitoring complaint handling quality and effectiveness