MOE Tawasul and 19996: how to complain about a school or university

Tawasul is the Ministry of Education's official online service for complaints and inquiries, at tawasul.moe.gov.sa or in the Tawasul app; the Ministry's beneficiary care number is 19996, open 24 hours daily. Sign in with Nafath, choose a complaint ticket and the body concerned, such as an education department or a university, and you get the ticket number by text message.

Steps

1. Go to the Tawasul platform at tawasul.moe.gov.sa or open the Tawasul app, and sign in through the National Single Sign-On (Nafath).
2. Choose “Submit” a complaint ticket. If your request is a question rather than a complaint, choose an inquiry ticket.
3. Fill in the applicant's details, then choose the body the complaint goes to: a Ministry sector, the education department of your region or governorate, or the university.
4. Write the complaint clearly: the name of the school or university, what happened and when, and what you are asking for, then submit the ticket. You get the ticket number by text message.
5. The system sends the ticket automatically to the body concerned; it may be referred to another body or escalated to a higher level. Complaints are followed up under the supervision of a high committee of the Ministry's deputyships, chaired by an adviser to the Minister of Education.
6. When the ticket is resolved you are told by text message, and you can read the solution and object to it. If you accept the solution, you fill in the survey and the ticket is closed.
7. The working hours listed for the complaints service on the Ministry's website are 7:30 am to 2:30 pm, Sunday to Thursday.
8. If you cannot file the complaint online, call the beneficiary care centre on 19996, open 24 hours, seven days a week. For technical support, email support@moe.gov.sa.
9. The service is free, and all messages in it are recorded and archived to ensure service quality.