Electronic participation policy

1.Electronic participation policy

In Alexandria Drinking Water Company's continuous pursuit of excellence and achieving the highest quality standards in institutional performance, and in our belief in the importance of enhancing electronic presence through easy and innovative channels for the process of communication and interaction with various segments of society, we are keen to interact with customers through social networking sites and applications in a professional manner that achieves their satisfaction.

2. The purpose of the e-participation policy

The purpose of the e-participation policy is to set the necessary controls and rules that would regulate the process of using e-participation tools and to clarify the procedures and responsibilities involved during this process to be a reference for managing the various aspects of e-participation in the best way and to ensure achieving the goals for which it was created. And for its effective impact in providing the awareness and scientific knowledge necessary for the success of e-participation practices.

3. Scope and target audience

The electronic participation policy applies to all topics, opinions, discussions and surveys that are raised and circulated through the electronic participation tools provided by the Alexandria Drinking Water Company through its website, whether they are presented or contributed to using computers, smart mobile phones and tablets.

4. Supervision Policy

Alexandria Water Company welcomes all segments of the public so that they can put forward whatever comments and opinions they wish, and their contributions will be appreciated and we will take them into consideration as one of the important references in discussing improvements and developments related to our services. Provided that these opinions are not:

• security threat
• Contains inappropriate language
• Violates or offends others' privacy.
• In violation of local laws
• indecent, obscene or defamatory
• Contains spam or promotes commerce.
• It can be interpreted as being prejudiced or harmful to any section of society on the basis of race, colour, nationality, religion, status, etc.
• Including group or political discussions.
• Contains a violation of intellectual property rights.

Failure to comply with this policy may result in the participant being banned.

5.Alexandria Drinking Water Company Commitment Towards the public

• We will always treat you with respect and care.
• We will communicate with you through a cooperative team that is knowledgeable, understands your needs, and can answer your inquiries.
• We will respond to your inquiries in a timely manner and without delay.
• We will provide you with accurate information and proper service procedures.
• We will be available to communicate with you at the times, channels and locations that suit you as much as possible.
• We welcome your opinions and suggestions to participate with you in developing our services.

 

6.What we expect from the public when communicating with us

• Appreciate the efforts of an employee in your service by treating them with mutual respect.
• Do not bring up or discuss personal topics.Commitment to public morals and laws.
• Do not post any comments that contain inappropriate language or violate the privacy of others or insult them.
• Do not post any comments that may violate security.
• Do not share any information or comments that violate the intellectual property rights of others or disclose their confidential information.

7. Social Media Policy

First: Our commitment to you

• We will always address and deal with you with respect, care and kindness.
• We will communicate with you through a cooperative team that is knowledgeable, understands your needs, and can answer your inquiries.
• We will respond to your inquiries in a timely manner and without delay.
• We will provide you with accurate information and proper service procedures.
• We will be available to communicate with you at the times, channels and locations that suit you as much as possible.
• We welcome your opinions and suggestions to partner with you in developing our services.

Second: What we hope from you when communicating with us

• Appreciating the efforts of our employees in serving you by treating them with mutual respect.
• Do not bring up or discuss personal topics.
• Commitment to public morals and laws.
• Do not post any comments that contain inappropriate language or violate the privacy of others or insult them.
• Do not post any comments that may violate security.
• Do not share any information or comments that violate the intellectual property rights of others or disclose their confidential information.

8.Ethics and Public Participation

Alexandria Drinking Water Company has the right to prevent, block or delete any offensive comments.

Some examples of some comments are:

• Off-topic comments or remarks
• Any language that contains abuse, disrespect or disparagement of any beliefs or religions. Comments that include bias, discrimination or racism.
• Comments that include or support illegal activities
• Comments that violate intellectual property rights

9. Steps to follow in responding to inquiries and consultations received via social media

• If the question is private (personal), the response will be in a private message.
• If the question is of interest to a large segment of followers, the answer will be on the home page to be available to everyone.
• If the answer is available on the company's official website, the questioner is directed directly to the site by sending him the link.
• If the answer is specialized or requires a detailed answer from a department, the questioner is directed to the call center to provide the answer from the relevant department.