NIHR launches a System for Remote Management of Calls and Receiving Complaints

16 Apr 2020

In line with its keenness to achieve the highest levels of protection and promotion of human rights, and as part of the development and modernization of its communication mechanisms, in an attempt to provide its services in an integrated manner and find out solutions to communicate with citizens and residents under the current challenges, the National Institution for Human Rights (NIHR) has launched an integrated system for managing phone calls (CMS) for receiving complaints and inquiries remotely, as part of the national precautionary efforts and preventive measures taken to contain and prevent the spread of the Coronavirus (Covid-19), and within the measures previously taken by the NIHR to implement the remote work by 80%.

In this context, Ms. Maria Khoury, Chairperson of the NIHR, noted that this service will enhance the prevailing trends to reduce the spread of Coronavirus (Covid-19) through social distancing and working remotely without affecting the quality of the services provided by the NIHR, where an experienced and knowledgeable team, trained on the mechanisms and skills of receiving complaints and dealing with them, are receiving calls on complaints and legal assistance in a professional and prompt manner, following-up, monitoring, registering and indexing human rights situations monitored through the media and social media and following-up the NIHR’s initiatives announced from time to time on the public monitoring of human rights situations through an advanced electronic system for listing and sorting complaints received according to the type of rights, expressing her thanks and appreciation to all NIHR staff in all sites for the continuation of administrative and humanitarian services under such exceptional circumstances, whether they work inside the NIHR or in the field.

Ms. Khoury stressed that one of the basic goals is customer satisfaction with the quality of the services provided by the NIHR with regard to the mechanism of receiving complaints and applications for assistance, calling on service recipients not to hesitate to submit complaints and inquiries to the NIHR by calling the toll-free hotline (80001144).

It is worth mentioning that the NIHR Secretariat General has obtained ISO certificate in its updated version (ISO 9001:2015) in Quality Management System issued by the International Organization for Standardization (ISO) as the first national human rights institution to obtain the ISO certification at the regional level, as part of its plan to upgrade the quality of services provided by the customer service team.  The ISO certificate was successfully renewed for the second year in a row, due to its commitment to all Quality Management System requirements.