General objective:

These procedures aim to regulate the process of handling suggestions, complaints, and compliments submitted by service recipient with fairness and transparency. Also, its objective is to take advantage of the suggestions and ideas of the service recipients, for the sake of continuous improvement, and development on the level of services and operations provided by the institution.

Ways to submit suggestions and complaints:ـ

Service recipient can use any of the following ways to make suggestions and/ or complaints and /or compliment:

1. Filling the suggestions and complaints and compliment form located next to the suggestions and complaints box and deposit it in that box.
2. Reporting a complaint or suggestion or compliment via sending an email to the email-address: scc@sdc.com.jo.
3. Submitting a form of (Suggestion ,Compliment ,Complaint) via e-service “Bekhedmetkom Platform”: (https://jordan.gov.jo/wps/portal/Home/CMU)

Procedures of opening suggestions and complaints boxes:

1. Suggestions and complaints boxes are opened every ten days in case there is any form submitted, or when the need arises.
2. Suggestions and complaints boxes are opened only by the authorized committee members.
3. A sequential and official letter is immediately written by the authorized committee members upon completion of the process of opening the boxes.
4. The written letter of the authorized committee members will be sent to the head of the suggestions and complaints committee along with the attached form(s) found in the boxes.
5. Same procedures will be taken for suggestion and complaints and compliments received via the email address: “scc@sdc.com.jo” and “Bekhedmetkom Platform”.

Procedures of handling a form of (Suggestion , Complaint, Compliment) received via “Bekhedmetkom Platform”:

1. The Liaison officers of the platform receive notification upon filing a form of (Suggestion or Complaint or Compliment) through “Bekhedmetkom Platform” either by receiving a massage on their mobile phones or by e-mail.
2. Liaison officers immediately report to the head of the suggestions and complaints committee, who in turn sends an invitation to a meeting with the committee members regarding the notification received.
3. A meeting is held in order to review and analyze the (Suggestion or Complaint or Compliment) form received, then it will be forwarded to the concerned parties of various administrative levels in the organization in order to handle it, and an appropriate respond shall be addressed to the service recipient through the platform.
4. The senior liaison officer in the Securities Depository Center sends the response to the senior liaison officer in the Jordan Securities Commission via “Bekhedmetkom Platform” to take the needed approvals and also to ensure the quality of the solution, then the senior liaison officer in the Jordan Securities Commission sends the solution to the service recipient.
5. Regarding compliment forms ,there are procedures approved by the executive

Procedures of handling a form of (Suggestion, Complaint, Compliment) received by email or the suggestions and complaints box:

1. The content of (Suggestion, Complaint, Compliment) form is checked in terms of meeting the required conditions as in containing the essential data needed, and the subject matter of the form is within the specialty of the institution, then it is reported to the senior liaison officer in the Jordan Securities Commission in order to fill a form on “Bekhedmetkom Platform” and deal with it through the platform.
2. Upon receiving a notification of a suggestion, complaint or compliment form to the Liaison Officers of the securities depository center sent by the Senior liaison Officer of the Jordan Securities Commission, they immediately report to the head of the suggestions and complaints committee, who in turn sends an invitation to a meeting with the members of the committee regarding the notification received.
3. A meeting is held in order to review and analyze the (Suggestion or Complaint or Compliment) form received, then it will be forwarded to the concerned parties of various administrative levels in the organization in order to handle it, and an appropriate respond shall be addressed to the service recipient through the platform.
4. The senior liaison officer in the Securities Depository Center sends the response to the senior liaison officer in the Jordan Securities Commission via “Bekhedmetkom Platform” to take the needed approvals and also to ensure the quality of the solution, the senior liaison officer in the Jordan Securities Commission sends the solution to the service recipient.
5. Regarding compliment forms, there are procedures approved by the executive

General notes :

1. All forms of (Ask government, Suggestion, Complement, Complaint Reporting) are being followed up with the concerned parties in terms of handling it within the expected time.
2. In case the subject matter of the (complaint /compliment) is related to any member of the suggestions and complaints committee, the committee excludes that member to discuss that issue.
3. All forms of (Ask government, Suggestion, Complement, Complaint Reporting) that don’t meet the requirements in terms of the essential data and the subject matter is excluded.
4. Complaints and suggestions will be handled with seriousness, transparency and neutrality.