1. Channels for Submitting Complaints and Suggestions

Art High Training Institute follows the procedure outlined below for submitting complaints and suggestions:

2. How Complaints are Handled

  • Listening to the Complaint and Recording Issues: We listen to the complaint and record the issues raised.

  • Providing Solutions: We offer solutions where possible or forward the complaint to the relevant department.

  • Collecting Feedback and Suggestions: We gather feedback and suggestions for improvements.

  • Complaint Closure Time: Complaints are resolved and closed within 7 days from the date of receiving the complaint.

3. Delayed Complaint Procedures

If a response to a complaint is not provided within the expected 7-day timeframe, we encourage complainants to follow the delayed complaint procedures:

  • Immediate Notification: Please send an email to info@artinstitute.edu.sa indicating that your complaint has not been addressed within the specified timeframe. Include the original reference number and the date it was submitted for quick follow-up.

  • Review and Action: Upon receiving notification about a delayed complaint, our team will immediately review the matter, determine the cause of the delay, and take prompt action to expedite a response.

4. Escalating a Complaint

If the complaint exceeds the specified time for resolution and closure, it will be escalated to the concerned management:

  • First Escalation Level: If you are unsatisfied with our response, you can request that your complaint be escalated to a higher-level manager. This request should be made by replying to the original support email info@artinstitute.edu.sa, clearly stating your dissatisfaction and why you believe additional review is necessary.

  • Second Escalation Level: If the higher manager's response does not address your concerns, you may escalate the issue further to the Executive Management Team. This escalation must be done in writing via email at info@artinstitute.edu.sa, providing a detailed account of the complaint and the reasons for further escalation.

  • Final Resolution: The Executive Management Team will review the escalated complaints with the highest priority, providing a final response within 14 days of escalation.

5. Contact Information for Complaints and Suggestions

For any complaints or suggestions, you can reach us via:

For complaints, you may also contact the National Center for E-Learning (external body) at the following number:
920015991

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