Introduction
This Charter aims to regulate and strengthen the relationship between the Saudi Authority of Internal Auditors (SAIA) and the users of its services through the establishment of clear principles for service delivery. This ensures transparency, quality, and efficiency at all stages of service provision, and contributes to user satisfaction and to building trust in the services provided by SAIA.
SAIA's Obligations to Users
SAIA undertakes the following:
- To deliver high-quality services in accordance with approved and clearly defined standards.
- To uphold the principles of fairness and equality in dealing with all users, without discrimination.
- To provide multiple channels of communication (telephone, electronic, and in-person) to facilitate access to services and inquiries thereon.
- To handle requests, inquiries, and complaints efficiently and within defined and publicly stated timeframes.
- To maintain the confidentiality of user data and to protect their personal information.
- To continuously develop and improve services based on user feedback and performance indicators.
- To periodically measure user satisfaction to ensure service quality and its suitability to users' needs.
- To provide facilities and support services for persons with disabilities in accordance with the approved guide for dealing with them.
Rights of the User
Users shall be entitled to the following rights:
- To obtain clear and up-to-date information on services, their requirements, and procedures.
- To receive the service upon fulfillment of the requisite conditions and requirements.
- To be informed of the expected timeframe for completing the service.
- To track the status of their request or electronic ticket through their account on the website.
- To submit inquiries, complaints, or suggestions and to receive a response within a specified timeframe.
- To receive professional treatment based on respect and appreciation from SAIA's personnel.
Obligations of the User
Users undertake the following:
- To provide accurate and complete data and documents when requesting a service.
- To comply with the applicable laws, procedures, and instructions.
- To cooperate with SAIA's personnel in a manner that facilitates the proper delivery of the service.
- To observe proper conduct and demonstrate respect during all communications.
- To use the official approved channels when submitting inquiries, complaints, or suggestions.
User Service Policy
In line with SAIA's commitment to excellence in its services and its recognition of the importance of user satisfaction, SAIA seeks to develop its services in a manner that meets users' needs and fulfills their aspirations. This is achieved through the adoption of best professional practices and the enhancement of service channel efficiency, contributing to an improved user experience and a higher level of user satisfaction. Within this framework, SAIA's User Service Center plays a pivotal role in achieving these objectives, through the following:
- Providing services to users in accordance with the principles of quality, transparency, fairness, and equality.
- Adhering to the User Service Charter approved by SAIA as the primary reference document governing the relationship with users.
- Documenting all requests, inquiries, and complaints via the approved unified electronic system for user service.
- Training and qualifying user service personnel to strengthen their communication skills, professional engagement with the public, and efficient management of complaints.
Providing user services through the receipt, handling, and response to inquiries and complaints in accordance with the approved timeframes.
- This Policy shall be reviewed and updated as required, and circulated to employees and users to ensure compliance with the provisions thereof.