The Complaints Handling Policy embodies the Ministry of Human Resources and Social Development's commitment, represented by the General Department of Beneficiary Care, to providing high-quality services that respond to the needs of beneficiaries. It aims to regulate the reception and handling of complaints effectively and transparently, in accordance with ISO 10002 standards and line with the Ministry's national and strategic objectives.

The policy includes transparent governance, receiving complaints through official channels, ensuring confidentiality and fairness, and setting timeframes for handling complaints based on their classification. It also allows beneficiaries the right to escalate complaints in the event of dissatisfaction and relies on continuous improvement to ensure service efficiency and quality.