Complaint Policy

Objective

At Massarat Alenjaz, we believe in fairness, respect, and accountability. Our Complaint Policy ensures every rider, driver, or client can raise issues confidently — and get transparent resolutions.

Who Can File a Complaint

• Company employees (riders, drivers, supervisors)

• Clients or partner platforms

• Public individuals affected by company operations
  
  

Types of Complaints

• Salary or payment discrepancies

• Miscommunication with supervisors

• Unfair treatment or policy violations

• Accident or vehicle damage disputes

• Technical or data-related issues
  
  

How to File

You can submit complaints through:

1. Online Form: Complain Form 

2. Email: massarat@alenjaz.info

3. WhatsApp: +966 50 813 0078
   
   

Make sure to include your full name, ID, and a short description of the issue.

Resolution Process

1. Complaint is logged and assigned a case number.

2. Initial review by HR or relevant supervisor (within 48 hours).

3. Investigation and communication with all involved parties.

4. Resolution shared in writing within 7 business days.

5. If unresolved, it can be escalated to the General Manager for final decision.
   
   

Confidentiality

All complaints are handled privately. The company guarantees no retaliation against any employee raising a genuine concern.

Follow-Up

Every resolved complaint is documented for quality tracking and system improvement. Repeated issues trigger policy reviews.

Final Note

We appreciate feedback — both positive and negative. Every complaint helps us improve operations and strengthen our team spirit.