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MENAFN - Arab News - 05/05/2014
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(MENAFN - Arab News) The royal court's online portal tawasol which was launched recently for receiving complaints from the public has become popular with citizens expressing happiness at the easy access to the royal court to deliver their grievances directly through the internet.

a number of citizens and officials expressed their appreciation of the government's concern for its people.

while conducting a tour of the website local media found that the complaints were listed under six categories divided into two sections. the first category is allocated to health care and separate applications for treatment in the kingdom and abroad in canada the united states france britain and germany.

the other category is entitled 'complaints" where citizens can report any grievances against government authorities the private sector citizens or officials.

the complaint should be no longer than 3000 characters or 100 words with relevant photos or documents attached.

the website demands that all documents that support the complaint be attached to the application. the application should be filled by the account holder and if a complaint is filed in someone else's name a new account should be created and the application sent from that account.

the website points out that a person can file only one application at a time. other applications can be sent after the processing of the first application. applications should have a photocopy of the national id or a photocopy of the family register. only applications that have the above requirements will be processed.

in case of an application for treatment the website states that each ministry will have to assume its responsibilities and specialties. for instance the ministry of health is responsible for offering health services and therefore answerable for any shortcomings in its services. citizens can communicate directly with the royal court regarding any issues with the services.

the website stipulates that a clear and recent photo should be accompanied with the application in addition to an approved medical report about the health condition.

the website has six icons where the citizen can change the password the email contact numbers and view the filed applications in addition to inquiring about earlier applications and the personal information of citizens. shoura council member abdulrahman haijan lauded the online complaint system saying that it was more systematic than the current process where multiple bodies receive citizens' applications such as the shoura council and the national anti-corruption commission.

'sometimes citizens send their complaints to many bodies where each body deals with the complaint resulting in conflicting procedures" he said adding that there needs to be coordination between these bodies and the establishment of rules and procedures for everyone to follow.

he called on all entities that receive complaints to issue a report that is announced to the public about the fate of these complaints and the decision taken on them.

lawyer and legal adviser omar ishaq said that the royal court's move to receive citizens' complaints is a significant step in resolving issues. khaled al-tweijiri head of the royal court and personal secretary to custodian of the two holy mosques initiated the online complaints system when he launched it on his personal account on twitter last month and concluded it by setting up a website to receive citizens' complaints electronically.


 


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