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Complaint culture..help to regulatory authorities and shed light on abuses

2021-09-27T01:50:05.238Z


Damascus and Aleppo - SANAA Complaint is a right of every citizen and a means to obtain it, and it contributes to exposing and correcting weaknesses and shortcomings


Damascus and Aleppo-SANA

Complaining is a right for every citizen and a means of obtaining it. It contributes to uncovering and correcting weaknesses and shortcomings and improving the quality of services. Hence the need to raise awareness of its importance and encourage it to transform with time into a societal culture.

The complaint helps shed light on problems and defects and assist the supervisory authorities in noticing abuses and uncovering gaps to solve and address them, according to what was indicated by the Director of Citizen Service Centers in Damascus Governorate, Eng. Louay Alloush, stressing that the (complaint submission) service is present within the centers and began to be strengthened and increased, as last year 1414 complaints were registered While 1130 complaints were registered since the beginning of the year until the end of last August, at a rate of 141 complaints per month.

On the complaint mechanism, Alloush explained that the citizen writes down the problem he suffers and the location of the violation, in addition to his address, stressing that the name remains confidential. Then the complaint is sent electronically to the Complaints and Grievance Directorate, which is concerned with following up, studying it, and transferring it to the relevant directorates to address it in accordance with the laws in force, after which it returns to the Complaints Directorate, which ensures the correct treatment Then it is sent to the center to inform the citizen of the treatment of the complaint he submitted.

Alloush pointed out that there are a number of incorrect and malicious complaints that obstruct work, stressing the importance of the media's role in educating citizens about the culture of complaint and not hesitating to submit it when noticing any violation because it helps the administrative authorities to end violations.

In turn, the Director of Internal Trade and Consumer Protection in Damascus, Youssef Murad, indicated that complaints contribute to controlling supply violations such as selling at an excessive price, expiration, fraud and violations of bakeries. Facebook, the toll-free complaint number 119, and my WhatsApp application on the number 0943099110, and the citizen’s eye.

Complaints are classified into two types according to the first purpose, to submit a written statement from the complainant regarding the damage inflicted by the defendant. Necessary legal procedures.

Young man Ahmed Al-Saleh, a student at the Faculty of Science, confirmed that the complaint is feasible if it achieves a result and must be circulated and not silenced in order to combat corruption, while the employee Muhannad Dalloul saw that the complaint is necessary to point out the deficiencies in the public and private sectors, as he submitted several complaints related to the means of transportation and obtained his right, stressing that Fear of resorting to a complaint causes the loss of rights.

From the governorate of Aleppo, the head of the complaints office in the governorate’s general secretariat, Hashem Bazara, explained that complaints related to the work of the service departments are received in writing, recorded and referred to the concerned authority for processing, in addition to the phone complaints and to the number designated via WhatsApp, and they are sent by official letters to be processed and inform the complainant of the result. As for the complaints that require treatment Immediately, direct contact is made with the concerned service department to resolve it, bearing in mind that the number of complaints submitted daily exceeds 30 complaints.

Employee Iman Salloum explained in a similar statement how she works to receive citizens’ complaints related to service affairs via WhatsApp, indicating that they are referred to the concerned authorities for processing and response, with the response attached with pictures.

At the General Electricity Company of Aleppo, Eng. Khaled Al-Labban, Operations Manager, explained that citizens’ complaints about network malfunctions are received around the clock in the centers of Al-Layramoun, Arqoub, Al-Jamiliya and Al-Hamdaniya, and directing workshops to repair faults and address complaints, which number about 2,000 complaints per month.

The employee, Muhammad Ali Mardini from the Al-Arqoub Complaint Center, indicated that he receives complaints by phone or in writing to refer them to the workshops to carry out the required maintenance, pointing out that about 30 complaints are registered daily within one shift.

The Director of Internal Trade and Consumer Protection in Aleppo, Ahmed Tarabishi, explained that complaints are received daily on the number 119, written down and processed through consumer protection patrols, where shops are inspected, sales movement is monitored, and samples are taken for bacterial analysis, indicating that the number of complaints received since the beginning of this month. There were about 30 complaints.

Mahran Mualla and Qusai Razzouk

Source: sena

All news articles on 2021-09-27

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