Complaint Channels Guidelines

Objective

The objective of the complaints channels guidelines is to establish a clear and effective framework for managing customer complaints, starting from receiving complaints through approved channels (Customer Care Portal, Unified Number 1918) and documenting them, up to resolving them in a timely manner, and ensuring customer satisfaction. It also aims to improve the customer experience by achieving a rapid and effective response, enhancing transparency in processing requests and analyzing extracted data to identify opportunities for improving operations and services.

Terms and Conditions for Channel Usage

Non-profit entities licensed by or under the supervision of the Center.

Individuals or entities dealing with the Center regarding its services, decisions, or regulations.

Available Channels to Receive Complaints

Phone Call

Response Time / Initial Reply: Immediate

Inquiry Processing Time: 5 Working Days

Complaints & Technical Issues Processing Time: 5 Working Days

Service Availability: Sunday to Thursday - 8:00 AM - 4:00 PM

1918

Customer Care Channels

Response Time / Initial Reply: 3 Hours

Inquiry Processing Time: 5 Working Days

Complaints & Technical Issues Processing Time: 5 Working Days

Service Availability: Sunday to Thursday - 8:00 AM - 4:00 PM

Visit Channel

Virtual Visits

Response Time / Initial Reply: 30 Minutes

Inquiry Processing Time: 5 Working Days

Complaints & Technical Issues Processing Time: 5 Working Days

Service Availability: Sunday to Thursday - 8:00 AM - 4:00 PM

Request Virtual Visit

Remote Sign Language Support

Response Time / Initial Reply: Immediate

Inquiry Processing Time: 5 Working Days

Complaints & Technical Issues Processing Time: 5 Working Days

Service Availability: Sunday to Thursday - 8:00 AM - 8:00 PM

Chat

Complaint Submission Guidelines

For more information on how to file a complaint step by step, please check: Complaint Submission Guidelines

Complaint Handling Mechanism

For more information on the complaint handling mechanism, please check: Complaint Handling Mechanism

Escalation Mechanism

Escalation Cases:

* Exceeding the request / complaint SLA.

* Receiving a message that the complaint has been processed without processing.

When a request exceeds the Service Level Agreement (SLA), you can escalate with the following steps:

1. Log in to Customer Care Channels

2. Select the complaint form template

3. From the sub-request type drop-down menu, select "National Center for Non-Profit Sector"

4. From the services drop-down menu, select "Delay in Request Processing" with a clear description

Escalations are processed within 5 working days.

Data Privacy Notice

  more information on the data privacy policy, please check: Data Privacy Notice