The Northern Borders Region Emirate enables citizens and residents to submit their complaints and suggestions through several electronic channels, and is committed to reviewing and responding to them within specified timeframes in accordance with approved quality standards.
Channels for Submitting Complaints and Suggestions
- Tawasul Electronic Portal: By logging in through the National Single Sign-On (Nafath) and selecting the appropriate service from the Electronic Services list.
- Contact Us Page: Through the Contact Form available to everyone without the need to log in.
- Unified Phone Number: 8002450006 during official working hours, Sunday to Thursday (7:30 AM - 2:30 PM).
- Email: info@enb.gov.sa
- In-Person Visit: Northern Borders Region Emirate headquarters - Comprehensive Public Service Center - Arar City.
Complaint Handling Process
- The complaint is received and recorded in the system, and the beneficiary is provided with a reference number for follow-up.
- The complaint is referred to the relevant department for review and verification.
- The complainant is contacted if additional information is needed.
- The beneficiary is notified of the complaint resolution outcome and the actions taken.
- The beneficiary can track their complaint status through the Transaction Inquiry service.
Suggestion Handling Process
- The suggestion is received and categorized according to the relevant field.
- Suggestions are referred to the relevant departments to assess their feasibility and applicability.
- The submitter is notified of the review outcome.
- Accepted suggestions are incorporated into development and improvement plans.
Response Timeframes
- Receipt Notification: Immediate upon electronic submission.
- Initial Response to Complaints: Within 3 business days.
- Complaint Resolution: Within 5 - 15 business days depending on the nature of the complaint.
- Response to Suggestions: Within 10 business days.
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