First: Definition of the Client Charter

This Charter is a documentation of the set of values, practices, and principles that the University is committed to providing through its web portal team, which delivers services to users via various communication channels, including:

• University websites of faculties, units, centers, and conferences in both Arabic and English.

• A mobile application providing various electronic services through smartphones.

• Email and social media platforms, including Facebook, YouTube, Twitter, Instagram, Telegram, and LinkedIn.

Second: Objectives of this Charter

This Charter aims to:

• Define users’ rights and responsibilities toward the University.

• Inform users about the available channels for submitting complaints or inquiries.

• Continuously improve the methods and tools used in serving users, in order to make the website more capable of meeting users’ needs and delivering high-quality services.

Third: Target Groups

• Undergraduate students.

• Postgraduate students.

• Faculty members.

• Researchers.

• Staff members.

• External community (visitors).

Fourth: Service Principles

The University, through its website, is committed to:

• Providing accurate and regularly updated electronic services whenever possible.

• Ensuring transparency and fairness in access to information and services without discrimination.

• Facilitating access to digital services for all users.

• Continuously improving service quality in line with technological development.

Fifth: Users’ Rights

Website users are entitled to:

• Obtain clear, accurate, and easy-to-understand information and services.

• Use available electronic services in accordance with applicable rules and regulations.

• Protection of their personal data in accordance with the approved Privacy Policy.

• Submit complaints, feedback, and suggestions through official channels.

• Receive appropriate responses within a reasonable timeframe.

Sixth: Users’ Responsibilities

Users are required to:

• Use the website in a lawful and ethical manner.

• Refrain from misuse of services or attempts to hack the system.

• Provide accurate and correct information when registering or requesting services.

• Maintain the confidentiality of their account credentials.

• Respect the University’s intellectual property rights.

Seventh: University Commitments

The University is committed to:

• Providing technical support and guidance for using the website.

• Addressing technical issues and ensuring service continuity.

• Protecting users’ data in accordance with applicable laws.

• Handling complaints and feedback with transparency and seriousness.

• Regularly updating services and information.

Eighth: Communication Channels

The University provides official communication channels, including:

• Official university email.

• Contact forms on the website.

• Technical support and customer service offices.

Ninth: Complaints and Suggestions

Users may submit complaints or suggestions through the approved channels. The University shall review and respond to them as soon as possible in accordance with applicable procedures.

Tenth: Breach of the Charter

The University reserves the right to take necessary actions in case of violation of this Charter, including:

• Suspending or disabling violating accounts.

• Restricting access to certain electronic services.

• Taking legal action when necessary.

Eleventh: Amendments to the Charter

The University reserves the right to modify or update this Charter at any time. The updated version will be published on the official website, and continued use of the website shall constitute acceptance of such amendments.