Complaints and Grievances Mechanism
- Document No.:
- IA-POL-08
- Version:
- 2.0
- Effective Date:
- September 2026
- Scope:
- All training programs and services delivered by the Academy
- Approved by:
- Senior Management of Investment Academy
- Review Cycle:
- Annually, or upon changes to the applicable laws and instructions
1. Purpose and Principles
This mechanism governs the receipt and handling of complaints, grievances and suggestions, which the Academy treats as an input to continuous improvement. In handling them it observes fairness and impartiality, confidentiality, prompt response, transparency, and protection of the complainant from any detriment.
2. Scope
- Complaint: an expression of dissatisfaction with a service, procedure or conduct of the Academy or its staff.
- Grievance: an objection to an academic, disciplinary or financial decision issued against the beneficiary.
- Suggestion: an observation or idea for developing programs or services.
3. Official Channels
Official channels for enquiries and complaints
- Unified number:8003011100
- WhatsApp Business:8003011100
- Email:admin@ia.edu.sa
- Online form:https://ia.edu.sa/contact
No personal mobile number or private account is an official channel of the Academy, and communications sent through them are not recognized.
4. Handling Stages
| Stage | Action | Timeframe |
|---|---|---|
| Direct resolution | Raise the matter directly with the program officer, the instructor or beneficiary services for immediate resolution where possible. | Immediate |
| Formal complaint | Submit the complaint through one of the official channels; receipt is acknowledged. | Acknowledgement within one business day |
| Review and response | Review by the department concerned and written notification of the outcome. | Within three business days; for complex cases the beneficiary is informed of the extension, provided the total does not exceed ten business days from receipt |
| Escalation | If the beneficiary is not satisfied with the response or none is received within the period, escalation may be requested through the same channel for review by Quality Management. | Final response within ten business days of the escalation request |
This mechanism is without prejudice to the beneficiary’s right to apply directly to the competent authorities at any time, including TVTC for diploma programs, NELC for e-training, the Ministry of Commerce for consumer rights, and the Saudi Data and Artificial Intelligence Authority (SDAIA) for personal data.
5. Requirements for Submitting a Complaint
- The beneficiary’s name, account or training number, and the program concerned.
- A clear description of the incident and its date, and the remedy sought.
- Supporting documents or screenshots where available.
6. Grievances against Decisions
- A grievance is submitted within ten business days of notification of the decision and decided by reasoned decision within ten business days of submission.
- A grievance is reviewed by someone other than the person who issued the original decision.
- A grievance does not suspend execution of the decision unless the Academy expressly so decides.
7. Safeguards
- Confidentiality of the complainant’s identity and the content of the complaint, disclosed only to those needed to handle it or to the regulators.
- Prohibition of any retaliatory or discriminatory action for submitting a complaint or grievance in good faith.
- Registration of all complaints in a dedicated register and periodic analysis within the quality system to prevent recurrence.
This mechanism applies to complaints concerning all Academy programs, including diploma programs, through the same official channels.