Complaint Acceptance Criteria
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Complaints must be submitted through approved communication channels with all required basic information completed.
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The complaint must relate to Taadeen platform services, its employees, or mining investors, with supporting documents attached.
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In case of technical issues preventing request completion, a screenshot of the issue must be provided.
Complaint Handling Mechanism
Complaint Receipt
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Complaints are received through one of the approved communication channels.
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The customer is notified of the complaint number via email and SMS.
Complaint Response
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Complaint details are verified.
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If information is incomplete, the investor is contacted via email and SMS to provide the required details.
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If no response is received within 5 working days, the complaint is automatically closed.
Complaint Resolution and Closure
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The complaint is processed and resolved.
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The investor is notified of the resolution and closure via email and SMS.
Satisfaction Evaluation
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Satisfaction is measured through an evaluation link sent after the complaint is closed.
Expected Complaint Resolution Time
|
Channel |
Initial Response |
Average Resolution Time |
|
Toll-Free Number (8001281111) |
Within 1 minute during working hours |
10 working days
|
|
Taadeen Platform (Live Chat) |
Within 1 minute during working hours |
|
|
Investor Support Service Centers |
Immediate |
|
|
Appointment Booking |
Immediate |
|
|
Appointment Booking |
Immediate |
Complaint Escalation
Escalation Cases
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Exceeding the expected complaint resolution time.
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Closing a complaint without proper resolution.
Escalation Mechanism
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Complaints are escalated automatically if processing exceeds the expected timeframe.
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Investors can submit escalation requests through approved communication channels.