Complaint Management Policy

Public Prosecution

The Public Prosecution Department strives to provide distinguished, high-quality services that meet the needs and expectations of its clients, achieve their satisfaction, and exceed their expectations. Additionally, the department aims to achieve continuous excellence in the field of customer service.

The Public Prosecution Department believes in the right of its clients to file complaints and welcomes them. The department encourages its clients to provide feedback and complaints through various interactive communication channels, in addition to adopting an open-door policy at all service centers and the department’s headquarters, and through brainstorming sessions with clients within the department. The department believes that complaints and feedback are effective means through which it can develop and improve its services, procedures, and policies.

The Public Prosecution Department handles complaints related to services and/or the charter based on the Complaint Management System, which has been prepared in accordance with the rules set out in the international standards for complaint management (ISO 10002:2014).

The Public Prosecution Department periodically reviews and audits the Complaint Management System to ensure customer satisfaction and to exceed their expectations.

The Public Prosecution Department is committed to providing all trained and qualified human resources, in addition to the best programs, equipment, and facilities, to resolve the complaints it receives.

The Public Prosecution Department, through the application of the Complaint Management System, is committed to handling 100% of the complaints it receives within two working days.

Complaint Handling Mechanism:

  • Complaints can be submitted through 6 communication channels.
  • Complaints are reviewed using the complaint reference number.
  • An employee is assigned to follow up on the complaint.
  • The complainant is informed about the resolution of the complaint and its closure.
  • If the client is not satisfied with the proposed solution, the complaint is reopened and escalated to the concerned authorities.