Citizens Affairs Unit

Main Tasks of the Citizens Affairs Unit:
The responsibilities of this unit are diverse and cover the following aspects:

1. Receiving complaints and suggestions:
   The unit serves as the first point of contact for receiving complaints and suggestions from citizens of all categories (employees, students, faculty, and others). Complaints and suggestions are carefully listened to and documented.

2. Guidance and counseling:
   The unit directs citizens to the relevant departments or units within the institution that can handle their requests. It also provides information about the procedures required to complete transactions and clarifies the applicable laws and regulations.

3. Follow-up on requests and complaints:
   After receiving requests and complaints, the unit follows them up with the relevant authorities inside the institution to ensure proper and timely resolution. It also submits them to the concerned officials (such as the university president or the minister) for their opinion and approval of proposed solutions.

4. Coordination with government entities:
   The unit coordinates with various departments and administrations within the institution, and sometimes with other government bodies, to ensure that citizens’ needs are met efficiently and effectively.

5. Informing citizens:
   The unit informs citizens of the outcomes and actions taken regarding their requests or complaints, whether through phone calls, emails, or direct visits, in order to promote transparency.

6. Organizing meetings:
   The unit arranges and coordinates meetings between citizens and senior officials in the institution, such as the university president or dean, to facilitate direct communication and address important issues.

7. Improving services:
   Based on citizens’ feedback (complaints and suggestions), the unit contributes to identifying weaknesses in public services and works on enhancing their quality.

8. Preparing reports:
   The unit prepares regular reports (monthly, semi-annual, and annual) summarizing complaints and suggestions, actions taken, and challenges faced by citizens. These reports are submitted to senior management to support decision-making.

9. Facilitating access to e-services:
   In some institutions, the unit is responsible for handling requests through government e-systems, such as the “Citizen e-Government Program,” and providing citizens with the necessary instructions for using these services.