The process of handling inquiries and complaints:
1-Users are entitled to present their complaints to their service provider, provided that the complaint is submitted within 60 days of the incident, or the disputed bill, unless it was proved that the user was not aware of the bill or the incident at the time of its occurrence.
2-Complaints will be processed within 5 days.
3-Customer will receive a reference number with expected time to resolve the complaint via SMS.
4-In the event that the expected period ends before the complaint is processed, the user will be informed of the progress of his complaint and the expected new period of termination.
5-Customer will receive a written response to their complaint via a text.
6-The customer may escalate the complaint to the CITC through their website after 5 days from the date of submitting the complaint without responding to it. Or the service provider closes the complaint without processing it, provided that the above is within a period not exceeding 180 days from the date of closing the complaint by the service provider or the end of the statutory period granted to him.
To follow up or create a inquiries and complaint:
Please do not hesitate to contact us through:
1-Zain Customer services by calling 959 or 0590000959 from other operators.
2-Visiting Zain shops, to know your nearest Zain shop click here.
3-Self-services portal (My Zain account) .in Zain website .
5-Zain customer service in Social Media (Facebook, linked in, Instagram, twitter).
Customer Complaints Rights