Complaint Handling Procedures

First: Submitting a Complaint

Users may submit a complaint via the "Complaints and Support" page within the Ro’yat Al-Aqar (Real Estate Vision) application. The submission should specify the subject of the complaint and the date of the incident, and include any supporting documents or images, if available.

Second: Registering the Complaint

The complaint is recorded in a dedicated log, and the complainant is provided with a reference number to track its status. The date of receipt and necessary contact information are also documented.

Third: Reviewing the Complaint

The relevant team reviews the details of the complaint and any attachments, verifies the information, and—if necessary—communicates with the complainant or the involved party, while ensuring data confidentiality.

Fourth: Taking Appropriate Action

Depending on the nature of the complaint and the findings of the review, one of the following actions may be taken:

* Providing clarification or technical support.
* Requesting additional information or documentation.
* Correcting inaccurate data or listings, once a violation is confirmed.
* Temporarily suspending a listing or an account, if justified.
* Referring the complaint to the appropriate authority if it falls outside the scope of the application’s jurisdiction.

Fifth: Notifying the Complainant

The complainant is notified of the outcome or the action taken via their registered contact method, along with information on the steps they may take if they are dissatisfied with the result.

Sixth: Objections and Re-evaluation

Complainants may request a re-evaluation of their complaint by stating the reasons for their objection and providing any additional information. Such requests will, whenever possible, be reviewed by a different authorized party or staff member. Seventh: Record Keeping

Complaints, correspondence, documentation, and actions taken shall be retained in accordance with the approved data retention policy and relevant regulations.

Eighth: Urgent Complaints

Priority shall be given to complaints involving potential fraud, misleading real estate advertisements, unauthorized use of personal data, or risks to users. Appropriate precautionary measures shall be taken, and the matter shall be referred to the competent authority when necessary.

Ninth: Communication Channels

Users shall be provided with clear means to communicate and submit complaints. Official contact details and operating hours shall be publicly announced once approved by the application management.