The Citizens' Affairs Unit is responsible for receiving, documenting, and following up on complaints and suggestions from citizens, faculty, staff, and students with the relevant authorities to ensure they are addressed according to applicable legal and administrative procedures. This contributes to enhancing transparency and improving the university's work environment.

Tasks and Responsibilities:

Establishing multiple channels for receiving complaints and suggestions (written, electronic, office-based, and telephone).

Recording all complaints and suggestions in a documented manner, including: complainant's information, type of complaint, relevant authority, date of receipt, and details.

Referring the complaint to the appropriate authority within or outside the university, if necessary.

Monitoring the processing stages: receipt, analysis, decision-making, implementation, and closure of the complaint.

Informing the complainant of the processing stages and developments within a specified timeframe.

Ensuring the confidentiality of all personal information of the complainant and protecting whistleblowers from any abuse or harassment.

Preparing periodic reports (monthly, quarterly, and annual) containing data such as the number of complaints, their type, the relevant authorities, the time taken to resolve them, outstanding complaints, and recommendations for improving procedures.

Analyzing complaints and suggestions to identify recurring patterns or problems, and proposing reforms to university policies or procedures accordingly.

Promoting an institutional culture of transparency and accountability by disseminating the unit's mechanisms and training staff on their use.

Objectives:

Ensuring fairness in handling complaints and suggestions, and avoiding discrimination among citizens, students, or staff.

Enhancing trust between university administration and the university community through clear procedures and rapid response.

Improving the quality of university work and services provided based on feedback from stakeholders.

Reducing abuses or complaints arising from ambiguous procedures or poor coordination.