Stars for Special Abilities

Guidelines for Submission of Complaints and Feedback

Document Type: Guidelines

Effective Date: 2025-2026

Review Date: December 2026

Owner: Center Manager

1. Purpose

These guidelines outline the process for submitting, documenting, and managing complaints and feedback at Stars for Special Abilities. The aim is to ensure transparency, timely resolution, respectful communication, and continuous improvement in line with DCD expectations and Stars’ values.

2. Scope

These guidelines apply to all stakeholders, including parents, beneficiaries, staff, partners, suppliers, and community members.

3. Types of Feedback and Complaints

• General feedback and suggestions
  • Service quality concerns
  • Staff-related concerns
  • Safety, safeguarding, or welfare concerns
  • Complaints related to facilities, communication, or administration

4. Submission Channels

Stakeholders may submit feedback or complaints through the following channels:
• Written feedback or complaint form (online or paper)
• Email to the Center Manager or designated contact
• Verbal feedback to staff (to be formally recorded)
• Scheduled meeting with management

Anonymous submissions are accepted; however, this may limit the ability to provide direct feedback.

5. Documentation Requirements

All complaints and feedback are documented using the approved Complaint & Feedback Form, including:
• Date of submission
• Name and contact details (if provided)
• Description of the concern or feedback
• Category and severity level
• Actions taken and outcome
• Date of closure

6. Communication Pathways

Parent / External Stakeholders → Center Manager
Staff → Immediate Supervisor / Center Manager
Serious concerns (safeguarding, safety) → Center Manager → Safeguarding Lead / Authorities (if required)

Acknowledgement of receipt is provided within 2 working days. Updates are communicated at key stages of the review process.

7. Review and Resolution

• All submissions are reviewed objectively and confidentially
  • Investigations follow the Incident & Concern Management SOP
  • Corrective actions are identified and implemented
  • Outcomes are communicated respectfully to the stakeholder
  • Retaliation against individuals raising concerns is strictly prohibited

8. Escalation

If a complainant is not satisfied with the resolution, the concern may be escalated to senior management or referred to relevant regulatory bodies in accordance with UAE regulations.

9. Confidentiality and Data Protection

All complaints and feedback are handled confidentially and in line with data protection requirements. Information is shared strictly on a need-to-know basis.

10. Monitoring and Improvement

Trends and recurring issues are analysed as part of Stars’ performance management system. Feedback is used to improve service quality, staff training, and operational processes.

11. Review

These guidelines are reviewed annually or following regulatory updates, inspection feedback, or significant changes to services.