General eServices
SLA of the ‘Citizen Voice’ System
The Service Level Agreement (SLA) of the Citizen Voice agreement aims to clarify and assess the quality of services provided via the system, as well as the rights and duties of both the Ministry of Health (MOH) and its beneficiaries. As such, it is a clear and unambiguous agreement regulating the relation between the Ministry and whoever dealing with it, whether aware of the agreement or not.  

Therefore, benefitting from any of the services covered by this agreement is considered an implicit and explicit consent by the recipients of such services to all provisions of this agreement, without prejudice to any other agreements that might be covered by provision of such services.  

Rights and duties of the beneficiary:
  1. The Citizen Voice system allows the user to create his personal account and use it to submit remarks and complaints, as well as tracking his messages.
  2. The data entered by the user must be correct and accurate, including the real name of the user.
  3. The incoming messages shall be treated carefully and fairly, in accordance with the requirements. And the Ministry has the right to neglect the request for violating the requirements.
  4. Remarks and complaints shall be answered as per a regular mechanism within the system and via the mobile phone or email, if needed.
  5. Remarks and complaints shall be verified, and in the event of proven malicious or invalid complaint, offender shall be held accountable.
Rights and duties of the Ministry:
  1. Valid messages and requests shall be handled, and their senders shall be contacted within the prescribed response period, which might increase or decrease, though, depending on the situation.
  2. Failure to deal with the incoming messages and requests from beneficiaries shall be questioned.
  3. The Ministry has the right to give no reasons for rejecting some requests.
  4. The Ministry maintains the justice and privacy rules while dealing with the incoming messages.
  5. The Ministry may temporarily disable the ‘Citizen Voice’ system for maintenance or other reasons.




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