Communication Channels

The Mechanism used / the procedure to respond to customers through the page "Social Media Channels."

Notice Level	Responsive procedure
Sensitive	Inform the concerned department within ( 30 minutes ) Provide a response by the concerned department between ( 1 – 3 hours ) Plan and prepare the feedback for media within ( 30 minutes ) Provide the media entity’s with the feedback ( Once the media reply is completed )
Urgent	Inform the concerned department within ( 30 minutes ) Provide a response by the concerned department within ( 1 working day ) Plan and prepare the feedback for media within ( 30 minutes ) Provide the media entity’s with the feedback ( Once the media reply is completed )
Normal	Inform the concerned department within ( 30 minutes ) Provide a response by the concerned department within ( 1 working day ) Plan and prepare the feedback for media within ( 30 minutes ) Provide the media entity’s with the feedback ( Once the media reply is completed )

The Mechanism used / the procedure to respond to customers through the page "Contact Minister."

Number	The procedure / activity	Responsibility
1	Feedbacks are directly received by His Excellency the Minister , So accordingly the following actions will be done: Direct reply or refer the matter to the specialized Organizational Unit (OU) to communicate with the client	His Excellency
2	Organizational Unit (OU) communicates with the client and the study of the subject and raise the issue	Organizational Unit (OU)
3	Communicate with the client and receive feedback	Organizational Unit (OU)
4	The minister's office has documented all topics , status and follow up to ensure closure	Minister's Office
5	Standard time for the process: (5) working days