Online Learning Student Complaint Process and Technical Support Services
Students enrolled in online courses are able to follow the same procedures as on-campus students if a grievance with the University occurs. REU advisors and students always strive to work well together. If a student faces difficulties of any kind in the online learning environment, we encourage students to contact us to address the difficulties.
What applies to students in the face-to-face setting applies to students in the online learning regarding the policy on student grievances and grade appeals.
Definitions
Grievance is a real or perceived cause for complaint, dissatisfaction, disagreement or dispute, raised by a student for which the student is seeking resolution. Grievances must be related directly to the student’s studies at the University or life as a student.
Appeal is a request for a reconsideration of a decision that has been taken in relation to:
Scope
Policy
Activation of this policy is initiated once a student alleges that an employee, faculty, or other member of the university community, while responding to him/her has violated a written policy of the university that directly affects the student.
This grievance procedure applies only when procedures to remedy or challenge the action or conduct in question are not already available through other University’s policies.
Procedures for resolving student complaint/grievances
Informal Resolution:
In the first instance, the student can discuss the complaint informally through email seeking for informal resolution of student grievances, where appropriate, as early as possible and as close as feasible to the source of the student’s dissatisfaction.
- Send an email to er@riyadh.edu.sa
- or Via ticketing system: https://itsupport.riyadh.edu.sa/supportdesk/
- Login to REU ticketing System
- Go to “Tickets”
- Go to “My tickets”
- Click on “Create Ticket” button
- Input some Title
- Select one Department
- Select one Language
- Input some Content
- Click on “CREATE TICKET” button
Registering a Feedback/Suggestion/Complaints
Steps:
- Visit www.lms.riyadh.edu.sa
- Login to the portal
- Click on ‘Site Home’ on the left navigation Section
- Click on ‘General Feedback/Suggestion/Complaints’ link
- Click ‘Answer the questions’ button
- Fill in the form by selecting appropriate options and click on ‘Submit Your Answers’
If difficulty is not resolved informally with the parties listed above, the student may pursue the following formal complaint process:
Formal Complaint
- If a grievance is unable to be resolved informally through discussion and negotiation, the student may lodge a formal written grievance through email. Which is submitted to department chairperson.
- If a formal grievance is not resolved to the student’s satisfaction, the student may request a review of the decision and submit the complaint to the vice dean and or / the dean of the college.
Procedures for Technical Support
Support Channel
- Email
The beneficiaries of LMS can write an email to er@riyadh.edu.sa for any technical issues, training help or any other support needed. ELearning Support team will respond with the solution.
- Ticketing System
REU IT Support Ticket system, extends support to ELearning. The beneficiaries of the eLearning (LMS) can register the account with REU IT Support Ticketing system and create tickets. Beneficiaries can also monitor their tickets: view ticket status, view support personnel response or give their feedback.
- Phone
Beneficiaries can contact the University Call Center 011-2100000 for the support. Support personnel can be reached at their extension.
- Website
ELearning portal (elearning.riyadh.edu.sa) REU University contains training material and resources for Faculty to help them create course material, conduct virtual classroom session, create assignment, surveys, quizzes, etc. Also the eLearning portal contains the training material for students to help them attempt course activities.
The support team is available to serve the eLearning beneficiaries during the official university work hours i.e. 7Am – 4Pm. Beyond this, support team will extend support based on emergencies and criticality to ensure the smooth functioning of eLearning activities.
Supports request are usually answered on queue basis or urgency, normally within 24 hours or at earliest possible time. The requestor of the support may use the appropriate support channel based on the urgency/criticality nature of the support request. Beneficiaries of Support Services:
- University Students
- University Faculty
- CE Participants
- University Employees
Technical Support Service Area
- ELearning LMS technical support
- Develop eLearning materials
Contact Support:
| SI No. | Name | Role | |
| 1 | Mr. Cris Valenzuela | LMS Support | cris@riyadh.edu.sa |
| 2 | Mr. Mc Alven Salas | LMS Support | webmaster@riyadh.edu.sa |
| 3 | Engr. Ayman Amin | LMS Technical | ayman@softwarecornerit.com |
| 4 | Mr. Abdulkhader Naushad | LMS Technical | abdulkhader.naushad@riyadh.edu.sa |
| 5 | Mr. Shahad BM | LMS Technical | shahad.bm@riyadh.edu.sa |
| 6 | Mr. Shihab Kodibail | LMS Technical | shihab.kodibail@riyadh.edu.sa |