General Objective:
These procedures aim to address suggestions and complaints submitted by service recipients to enhance their satisfaction with the services provided, resolve issues that employees/trainees may encounter during work, with fairness and transparency. Additionally, they aim to leverage service recipients' suggestions and ideas to improve and develop the company’s services and performance.

Methods for Submitting Suggestions and Complaints:

1. Direct Training-Related Complaints:
   The trainee may submit a complaint following the sequence below:
• The trainee may file a complaint through the trainer.
• The trainee/employee may file a complaint through the institute supervisor.
• A complaint can also be submitted through the Trainee Affairs Officer.

       2.General Direct Complaints:
            Employees may submit complaints following the established administrative hierarchy, consult with the Human Resources and Administrative Manager, or use the suggestion and complaints box

    Ways for Submitting Suggestions and Complaints:

• Submit a complaint or suggestion via email by visiting the company’s website (www.net.mil.jo).
• Submit a complaint or suggestion via regular mail (P.O. Box 144740, Amman, Postal Code 11814, Jordan).

      Fill out the suggestion and complaint form available next to the suggestion and complaint box or with the reception staff, and place it in the  suggestion and complaint box.

• Fill out the suggestion and complaint form and place it in the suggestion and complaint box located in the training institutes.
• Submit a complaint or suggestion by calling the reception staff at (5631000), who will record the information on the appropriate form.

Submit a complaint or suggestion via fax at (5631005).

Procedures for Handling Suggestions and Complaints:

• A committee will be formed by the department managers, including the office of the general manager, a member from the Quality Control Unit, and the head of the Change Management and Information Technology Department. The committee will sort the complaints based on the following criteria:
• Complaints representing suggestions.
• Ordinary complaints.
• Assign a serial number to the suggestion or complaint.
• The complaint will be recorded in the complaint register, and the data contained will be entered into the complaint log according to its serial number, with each document attached to the complaint receiving the same serial number.
• The complaint will be reviewed by the Suggestions and Complaints Committee formed for this purpose to determine the relevant authority responsible for addressing the complaint and to establish a timeframe for responding, if possible.
• A copy of the complaint will be sent to the relevant authority, along with a record of events to monitor the progress of the complaint.

     Follow up on the response with the 

• entity being complained about within the specified timeframe for the complaint.
• Upon receiving a response from the relevant authority, the complainant will be informed according to the proper procedures.
  • If the complaint concerns a member of the Suggestions and Complaints Committee, that member will be excluded to discuss the matter concerning them.
  • If suggestions are received in the box, they will initially be reviewed by the committee and then forwarded to the office of the General Manager, who will then direct them to the relevant authority if they are feasible for implementation. If approved, the proposer will be notified that their suggestion has been accepted and will receive a letter of thanks from the company
  • Anonymous complaints will be recorded in a special record and will not be neglected; they will be assigned a serial number with the term "Anonymous" added, and the committee will study them to utilize their contents as much as possible.
• Complaints will be handled with utmost seriousness, transparency, and confidentiality