Ain Shams University is committed to providing an effective and transparent mechanism for receiving and handling complaints and inquiries from beneficiaries in an efficient, impartial, and timely manner. This policy aims to enhance the quality of the University's electronic and administrative services, improve beneficiary satisfaction, and promote a culture of continuous improvement.

This policy applies to all complaints submitted by beneficiaries of the University's services, including students, faculty members, teaching assistants, administrative staff, graduates, researchers, visitors, and all users of the University's website.

Definitions

For the purposes of this Policy, Ain Shams University adopts the following definitions to ensure a consistent understanding of concepts and a standardized approach to handling all requests submitted through the University website and official communication channels:

Complaint:
An expression of dissatisfaction by a user regarding a service, procedure, decision, or interaction provided by the University, accompanied by a request for corrective action or resolution.

Comment:
An opinion or observation submitted by a user regarding a service, procedure, or user experience for the purpose of providing feedback or drawing attention to a particular matter, without requesting formal corrective action.

Suggestion:
An idea or recommendation submitted by a user with the aim of improving services, enhancing procedures, or enriching the overall user experience, without being associated with an existing problem or complaint.

Complaint Submission Channels

Beneficiaries may submit their complaints through any of the following channels:

The Egyptian Government Unified Complaints System.

"Contact Us" form is available on the University's website:

https://www.asu.edu.eg/ar#keep_in_touch

Official support email:

support@asu.edu.eg

University Management System (UMS) Ticketing System:

https://ums.asu.edu.eg:7090/Ticketing/login

Complaint Handling Procedure

Complaints are processed through the following stages:

Receipt and electronic registration of the complaint.

Issuance of a reference number or ticket number to enable the beneficiary to track the complaint.

Referral of the complaint to the relevant department or faculty for review.

Investigation of the complaint and implementation of the appropriate action in accordance with the applicable regulations and policies.

Notification of the beneficiary regarding the outcome of the complaint and the actions taken.

Closure of the complaint upon completion of the resolution process.

Complaint Tracking

Beneficiaries may track the status of their complaints using reference or ticket number through the electronic system. They may also receive status update notifications, depending on the communication channel used to submit the complaint.

Response Time

The University is committed to handling all complaints promptly. Complaints are screened and referred to in the relevant department as quickly as possible. Resolution times may vary depending on the nature and complexity of each complaint. Key performance indicators (KPIs), including response time and resolution time, are monitored regularly to support continuous service improvement.

Beneficiary Rights

Beneficiaries have the right to:

Submit complaints easily through the approved communication channels.

Receive a reference number or ticket number for complaint tracking.

Monitor the status of their complaint electronically.

Receive a clear and reasoned response once the complaint has been reviewed.

Have their personal data and information treated with confidentiality.

Submit complaints or inquiries without discrimination and have them handled according to the approved procedures.

Beneficiary Responsibilities

Beneficiaries are expected to:

Provide accurate and complete information.

Clearly describe the complaint and attach supporting documents where applicable.

Use the University's official communication channels.

Maintain professionalism, objectivity, and appropriate conduct when submitting complaints.

Confidentiality and Data Protection

Ain Shams University is committed to protecting the confidentiality of complainants' personal data. Such information will be used or disclosed only to the extent necessary for investigating and resolving the complaint, and in accordance with applicable laws, regulations, and institutional policies governing data protection and privacy.

Review and Updates

This policy is reviewed and updated periodically to ensure compliance with applicable laws and regulations, while supporting the continuous development of the University's digital services and enhancing the overall beneficiary experience.