Complaints and Suggestions Unit

A message from the unit director

We always welcome your cooperation and sharing of all your suggestions. You can contact us through direct communication methods by visiting the unit's headquarters to submit your complaints and suggestions, or through indirect communication methods via the unit's boxes located in the college or through the college's official page. We are pleased to communicate with you to help you resolve your complaints, receive and study your suggestions, and deliver your complaints and suggestions to the relevant departments and administrations.

A message from the unit director

We always welcome your cooperation and sharing of all your suggestions. You can contact us through direct communication methods by visiting the unit's headquarters to submit your complaints and suggestions, or through indirect communication methods via the unit's boxes located in the college or through the college's official page. We are pleased to communicate with you to help you resolve your complaints, receive and study your suggestions, and deliver your complaints and suggestions to the relevant departments and administrations.

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About Unit

The Unit Vision

Towards a student who excels scientifically and skillfully, without facing any obstacles or complaints that may arise in their studies.

The Unit Mission

The Complaints and Suggestions Unit at the Faculty of Social Work, Helwan University, strives to assist students and staff at the faculty in addressing their complaints through direct and indirect methods within the framework of the unit's policy, and to develop appropriate plans to handle them.

Unit Objectives:
The Complaints and Suggestions Unit aims to:

  • Follow up on the complaints and suggestions of all staff and students of the college, and respond to them through cooperation with the authority responsible for resolving the issue.
  • Inform students about the system followed for submitting complaints and suggestions.

Duties of the Unit Members:

  • Introduce the unit and explain how to interact with it.
  • Receive complaints and suggestions submitted either manually or sent via the page messages or the boxes located in the college.
  • Forward the complaints to the relevant academic departments or various administrative offices in the college.
  • Receive responses to the complaints from the responsible party and inform the complainant of the reply.
  • Prepare an annual report about the unit and provide suggestions regarding corrective actions.

Mechanism for Opening Complaint Boxes:

The complaint boxes of the Complaints Unit are opened periodically by a three-member committee consisting of: 1- A member of the committee. 2- The unit's secretary. 3- The student representative in the college.

Board of Directors

 

Formation of the unit's

Board of Directors

Organizational Structure

Unit Plan

Unit Plan

No.ObjectiveActivityOutcomeResponsibleExecution Period
1 Form the executive structure of the unit - Unit manager meets with members to select students and staff interested in joining.
- Form a working team to achieve the unit’s objectives.
- Create a logo for the unit.		 Agreement on the unit’s board and working team Unit Manager First and second week of February
2 Announce the unit - Allocate a website for the unit.
- Create instructional banners for students.
- Maintain the unit’s suggestion/complaint boxes.
- Organize a series of seminars to raise awareness among students.		 Introduce students to the unit, its objectives, and location Unit Members Third and fourth week of February
3 Open communication channels between students and the college community - Conduct meetings with academic and administrative staff to enhance interaction with students. Student participation and feedback Unit Manager – Unit Members First and second week of March
4 Receive complaints and suggestions - Collect complaints and suggestions.
- Empty the unit’s boxes.
- Handle complaints and provide solutions.
- Meet students and collect complaints manually.
- Prepare a student survey for the unit.
- Create a Facebook page for the unit.		 Provide multiple channels for receiving complaints and suggestions Unit Manager – Unit Members Throughout the year
5 Unit performance evaluation (semi-annual) - Unit manager meets members to review records.
- Identify challenges and propose solutions.		 Propose solutions for encountered challenges Unit Manager – Unit Members Last week of the semester
6 Continuous reception of complaints and suggestions - Handle submitted complaints through direct meetings, boxes, or the unit’s Facebook page. Provide continuous solutions to complaints Unit Manager – Unit Members Throughout the year
7 Final evaluation of the unit - Unit manager meets members to review what was implemented and what was not.
- Identify obstacles and propose solutions.
- Review survey data to evaluate the unit’s efforts in handling complaints.		 Avoid challenges and difficulties in the coming years Unit Manager – Unit Members Last week of the academic year

Unit Managers

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