##### OUR POLICIES

Nam gravida, nisl a ullamcorper varius, tellus enim lobortis lectus, sit amet hendrerit neque orci quis ante. Aenean quam ligula, viverra sed luctus id, laoreet id odio. Pellentesque feugiat maximus placerat.

##### Complaint Management Policy

##### Instructor ReTraining Policy

##### Malpractice & Maladministration Policy

### 1. COMPLAINT MANAGEMENT POLICY

### Policy

### The DSA Managementis responsible for:

- Establishing a system that manages complaints effectively and efﬁciently.
- Ensuring the complaints process is effectively administered.
- Facilitating the development of the complaints management policy and procedure and the delivery of an effective complaints management system.
- Conducting internal reviews where the DA has investigated.
- Ensuring that recommendations made through investigation reports and internal reviews are implemented.
- Referring matters to an external agency for action where appropriate.
- Maintaining accurate complaint records.
- Determining the response to complaints where escalated.

### The DSA Employees are responsible for:

- Handling complaints in accordance with DSA’s Customer complaint procedure.
- Maintaining accurate complaint records.

To assure Customers and External Agencies’ confidence in Dallah Driving Academy’s policies and practices, the Dallah Safety Academy shall review this document biennially and revise it as necessary to ensure that it continues to serve the purpose intended.

### References

Policy, Process, Procedure and Forms.

Development and Review Policy.