How the complaints are dealt

• Complaints are received either from official bodies or by the people themselves.
• The official authorities send letters to the Prevention and Self-Protection Department or any of the directorates. In the event of complaints by public, the person is required to fill out the complaints form, or the complaint can be received by phone.
• The representative of the department transfers all the official letters from the official authorities or the complaints filled in on the complaints form to the information officer, who in turn sets an appointment for the examination and provides the citizen with an appointment card in the event that the complaint falls under the jurisdiction of the Prevention and Self-Protection Department and its external divisions (exits, alarm and extinguishing systems, etc.).
• It is the responsibility of each department or branch to submit a complaint in writing or over the phone and transfer it to the representative of the department in order to document the complaint in the register of external complaints related to safety matters and follow up on the complaint.
• In the event that the complaint submitted in the Prevention Department and its external divions (exits, alarm and extinguishing systems, etc.), the examination officer concerned shall conduct the examination and write the report, specifying the results of the examination, and then transferring the report to the Director of the Prevention Department or to the head of the Prevention division in the governorate for review. Then the administrative governor is addressed with the recommendations, and the civil defense representative in the governorate, if he is present, follows up on the procedures with the concerned authorities.
• In the event that the complaint is not submitted directly to Prevention Department and is within the competence of other official bodies such as (the presence of water leakage in buildings, cracks, poor sanitation ... etc.), the representative of the Department or the head of the Prevention division in the governorate shall be responsible for referring this complaint to The Public Safety Committee in the governorate through the civil defense representative in the governorate in case and quality.

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