How AMAF deals with customer complaints

1. A claim can be filed through any of the following means: (….media means, personal presence, the foundation’s website, F.A.X/Phone/ e-mail).
2. The claim coordinator at Secretary General Office shall register the plain into the electronic system in order to digit it and verify the sufficiency of information and send it to the concerned department.
3. A letter shall be sent to the plaintiff, as an acknowledgement of receipt for the claim
4. The concerned department shall check the claim and therefore, take the right procedures:
5. Non-confirmation of the claim: a clarification letter shall be sent to the claimer, hence the plain is closured.
6. Confirmation of claim: the claim shall be studied and a sample (copy) of the claim follow-up shall be sent to Secretary General Office, recommendations shall be presented, and publishing procedures shall be followed..
7. Secretary General Office shall follow up the status of claim and the following procedures shall be taken:
8. non-settlement of the claim: Secretary General Office raises the claim to the vice secretary general, after the third reminder
9. settlement of the claim: a letter shall be sent from Secretary General Officeto the plaintiff, notifying the settlement of the claim. Accordingly, the claim file shall be closed and the statement shall be sent.