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File a Complaint

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File a Complaint
Description

This service allows the beneficiaries to submit and file complaints related to education. These complaints are followed up on under the supervision of a higher committee comprised of ministry agencies and headed by the minister's advisor.

Alternative channels for obtaining the service
Dear beneficiary: If the service is not available electronically, you can call the User Care Center 19996, 24 hours a day, seven days a week, or contact the User Care Center TWASUL  

Controls and Conditions
None

User's Manual
To browse the user Manual, click here​​

Service Level Agreement

The expected time to close the request: One day.

In case of failure to respond according to the specified period, you can call the user Care Center 19996, 24 hours a day and seven days a week.

Notice: 

All correspondence made through this service is registered and archived to ensure the quality of the Service.



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Service Level Agreement
Technical support

In case your request is not executed on time or if you encounter any technical problems, do not hesitate to contact us at 19996

  • Service launch date

     

  • Service completion time

    One day

  • Response Time

    2 Days

  • Language

    Arabic

  • Number of beneficiaries of the service

    100 thousand - million

  • Beneficiary category

    General Services

  • Sector

    Ministry

  • Service type

    Government-Individuals

  • Service delivery channels

    Portal; Tawasul App

  • Service fees

    Free

  • Working Hours

    7:30 - 14:30

Mobile Apps:

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1. Log in to the leading portal of TAWASUL using the following link: https://tawasul.moe.gov.sa or the TWASUL App.​​
2. Select “Submit” a complaint ticket.​​
3. Fill in the applicant's information.​​
4. Choose the authority to which the complaint will be sent.​​
5. Choose “submit the ticket." The user will be notified of the ticked number by a text message.​​

None

Procedures and instructions after applying for the service:

1. The system automatically sends the ticket to the concerned authority and distributes it to the coordinator or the supervisor associated with the service (its status is “new”).
2. Viewing all tickets is available by the general supervisor and the supervisor or coordinator associated with the service.
3. Studying the ticket within the designated timeframe (the timeframe for resolving the ticket is established in the setting screen by the system administrator).
4. Determining the priority of the ticket.
5. The ticket will be resolved with a status of “Initial Resolved,” or it may be referred to another party or escalated to higher management. The receiving party will handle the ticket as if it were a new one in cases of referral or escalation.
6. If the ticket is resolved, the external beneficiary will be informed of the solution of the ticket via SMS message.
7. The external beneficiary can see the ticket's solution.
8. The external beneficiary can object to the solution.
9. If the beneficiary agrees to the solution, he can fill out the questionnaire form, and then the ticket status will be transferred to a “final solution,” and the ticket will be closed.
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Frequently Asked Questions about the Service

MOEP-966953484-18
1/30/2025 11:23 AM
MOEP-966953484-18
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