Public Consultation

E-participation 

Policy on Handling Suggestions, Complaints, and Reports by the Civil Aviation Authority

From (24/3/2025 to 23/4/2025)

Introduction:
The Civil Aviation Authority seeks, through its Policy on Handling Suggestions, Complaints, and Reports, to provide an effective mechanism for dealing with suggestions, complaints, and reports submitted by customers. This policy also aims to enhance transparency and ensure fairness in addressing all issues raised, contributing to the improvement of service quality and enhancing the customer experience.

Objectives:
• Enhancing Transparency: Ensuring fair and open handling of all suggestions, complaints, and reports.
• Improving Service Quality: Leveraging customer feedback to develop and enhance the services provided.
• Building Positive Relationships: Creating an environment of continuous and fruitful communication with customers.

Key Aspects of the Policy:

1. Policy Objectives
2. Steps for Submitting Suggestions, Complaints, and Reports
3. Customer Obligations
4. Customer Rights
5. Authority's Obligations
6. Evaluation and Improvement

Invitation to Participate:
We invite you to participate in the preparation of the Civil Aviation Authority's Policy on Handling Suggestions, Complaints, and Reports.

(The draft of the policy will be available in English soon)

Your participation is a key step in improving service quality and fostering a better environment.