Introduction

MSA CBSD is committed to providing extraordinary service in terms of quality and customer satisfaction. As we provide value to our clients through frequent research-based development, we are also keen to continuously enhance that value by learning and growing from any incidents or mistakes that could happen. We practice listening, responding, resolving and eventually using complaints as positive learning opportunities that help us move forward and understand our customers’ needs and expectations.

We aim to make the dissatisfaction/complaint process easy, confidential, objective, fair and guarantees that the complaint is heard and responded to.

Definition

MSA CBSD defines a complaint as 'any expression of dissatisfaction that relates to MSA CBSD and that requires a formal response and prompt action.

Purpose

The formal complaint process is constructed to make sure that all complaints and expressions of dissatisfaction are handled promptly, fairly, objectively and whenever possible are served to the complainant’s satisfaction.

MSA CBSD’s responsibility is to:

• Receive the formal complaint in writing.
• Respond politely and promptly to acknowledge that the complaint was received and is
• being processed.
• Deal confidentially and sensitively with the complaint.
• Take action where appropriate and inform complainants of said action.

A complainant's responsibility is to:

• Present the complaint in writing, within 5 weeks of the issue arising.
• Explain the issue clearly and in as much detail as possible; stating the time, place, action taken and any details that might be relevant.
• Give MSA CBSD a reasonable time to resolve the issue.
• Understand that sometimes few circumstances could be beyond MSA CBSD’s control, but it will be ensured that the process is fair and satisfactory overall.

Policy Elements

Informal

It is advised that whenever possible, dissatisfaction with a service or concerns towards a certain team member are better to be addressed informally and directly with the individual whose actions or inaction are the cause of the dissatisfaction, or with the individual who has responsibility for overseeing the service delivery so that immediate actions would be taken.

Formal

In case the issue cannot be resolved informally, the complainant is required to submit a written formal complaint specifying the issue in detail.

There are three stages in this process as follows:

Stage 1

If the issue cannot be resolved informally with the individual who dealt with you, you should fill in a formal complaint form directed to them or their manager, so that he or she could set things right in an early stage.

You can fill in the complaint from here: Send a complaint

You should choose which team member to address it to. If you are unsure which team member to address, kindly choose the “general” option in the drop down menu.

In this complaint you should describe what happened in detail, how this issue affected you, and the action you think will be satisfactory for you.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days.

Stage 2

If you are still not satisfied with the initial response to your complaint, you can write to MSA CBSD’s Senior Manager for the complaint and response review. You can contact him at amamin@msa.eun.eg

You can expect the Senior Manager to acknowledge your request within 5 working days of receipt and a response within 15 workings days.

Our aim is to resolve all complaints as fast as possible in a way that satisfies our clients, however, in some circumstances it might take longer to investigate the matter thoroughly.

Stage 3

If the matter is still not resolved, or you are not satisfied with the Senior Manager’s reply, the final level of escalation is to write to MSA University President.

You can contact the University President by submitting your written formal complaint; containing all the details of the matter and the results of the previous stages of the complaint to khayri@msa.eun.eg, he will normally respond within 15 working days after investigating the case, with the final response to your complaint.

(Failure to comply with this policy is a form of misconduct which could lead to disciplinary actions.)

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