1. A client who has a grievance or complaint

A client who has a grievance or complaint may lodge it either in person or through his legal representative orally or in writing, through e-mail, or using any form of technology; its submittal shall be unambiguous, simple, and necessarily not require professional support

2. The sector should consider the following things upon receiving the grievance or complaint of a client :

1. whether the sector has the mandate to look into the presented complaint or grievance;
2. whether the presented grievance or complaint has been completed accordingly as per the submission form;
3. whether the grievance or complaint includes its theme, the registration of the date, day, and month of submission and verification has been provided for the client;
4. whether the final responses or decisions given at each level are attached and if not, the inclusion of the relevant information provided by the complainant;
5. whether the relevant information that is related to the case is filled accordingly in the form, if there are any;
6. according to Sub-Article (1) of this Article, the verification of the presented evidence by the signature of the complainant or his legal representative;

3. The period for giving a response for the case to the client should be notified after examining the conditions that are stated from letter "1" to "5" under Sub-Article(2) of this Article;

4. The procedure for investigating the grievance or complaint shall be as follows:

1. The sector shall investigate the submitted case in detail by cross- checking the supporting evidence after it is confirmed that the aforementioned issues stated under this Regulation have been organized and submitted;
2. The sector shall hold a discussion with a client if such has been found necessary; request further clarifications on vague matters;
3. When it is found necessary, appear in person at places or public offices where the grievance or complaint took place or where the property for the cause of the dispute is found and look into the case; carry out technical and other investigations;
4. When it is found necessary, cause the provision of further clarifications or suggestions by those institutions at every level of the concerned head that gave prior comments on the case as per the power and responsibility of the institution or appear in person and do same;
5. The sector may summon persons or an individual or segments of the society or institutions of which it believes that know the submitted case, as may be necessary, to serve justice; accept any oral and written explanations;
6. Conduct a detailed investigation concerning the presented case and make decisions after examining it in line with effective laws;
7. The decision shall be made official after being signed by the concerned expert or head of a department and bearing the seal of the public office;
8. The sector shall send a copy of the decision to the client and the concerned organ for the execution of the same or to notify it using its address; follow up the implementation of the there of.