Customer rights

  • Service modification and cancellation mechanism:

    • A Service Provider must facilitate the procedures for requesting to add, modify or cancel the added services, via telephone or electronic means, and not to require the User to attend in person, unless the nature of the requested service demands it; such as receiving chips or devices through the customer service offices.
    • The Service Provider must provide free tools that enable the User to monitor the consumption of the services he used, whether prepaid or postpaid services.
    • The invoice date.
    • The contact information of the Complaint Department, through which a complaint can be filed, including phone numbers, email address and postal address.
    • The Service Provider must notify the User via a text message (SMS), when 80% of the User’s Internet package has been consumed.
    • The Service Provider must facilitate the procedures for requesting the services’ suspension or cancellation, and it must allow the requests to be submitted to all its centers, and not to limit their submission to certain places or by specific means; in addition to providing easy technical tools that will enable the User to submit his requests through such tools after verifying his identity, and not forcing him to attend in person when there are identity verification means.
    • Send a notice to the User before the suspension or cancellation process by at least five days via a text message (SMS) for mobile phones, and any other means suitable for other services, where the User will be directed to avoid the cause of the suspension or cancellation and the method to do so, and the service suspension or cancellation date; along with sending another message before the suspension or cancellation by one day, if the cause of the suspension or cancellation continues.
    • The User is given a period of not less than (25) days for payment before the service’s suspension, and that is from the invoice’s issuance date, unless the suspension was caused by the invoice reaching the credit limit.
    • Ensure in all cases that the User is capable of receiving the incoming calls, and call the emergency numbers, including but not limited to, the Red Crescent, the Public Security, the Civil Defense, and the Service Provider’s contact numbers.
    • Users are entitled to submit their complaints to the Service Providers related to their service, provided that the complaint submission date is not later than (60) sixty days from the date of the incident subject of the complaint or from the issuance of the contested invoice; unless it seems unclear that the User had not known about the invoice or the incident date at the time.
    • Submission of complaints must be made available through all the possible means, whether electronic means, phone calls, or personal attendance, and the User should not be required to use a single mean to make a complaint, and this mean must be accessed in an easy and clear manner.
    • Provide the User with a reference number for the complaint.
    • Communicate with the User to resolve the complaint by mutual consent within the prescribed period determined by the Authority.
    • Details of the required service prices, including service tariff and any amount required to be paid in advance at the start of the service contract, or at the end of the service, if any.
    • Details of the service and its advantages that the Service Provider is committed to provide.
    • Details of the Service Applicant’s conditions and obligations, the consequences of incompliance thereto, the details of any discounts or offer(s), if any, the offer(s) start and end date, and any conditions or obligations that will apply to the Applicant when, during or after the discount or the offer(s) expires.
    • Details of any restrictions or exceptions in using the service, and any fees that will be applied when exceeding these restrictions or exceptions, if any.
    • Cases in which the Service Provider is entitled to suspend and cancel the User’s service.
    • Required service information (service type, package, service number under the contract).
    • Credit limit for the requested service.
    • Date of service contract.
    • Financial compensation for the provided services.
    • It is not permissible for the Service Provider to invoice any services unlicensed by the Authority in the invoice.
    • The User has the right to review the invoice, and object to the fees contained therein within 60 days from its issuance date.
    • The User is responsible for paying all fees for the service(s) made from his phone, regardless of the manner in which the service was provided through his phone, or the identity of the person who used it.
    • The User may object the service(s) fees that are believed to have not been made from his phone; and he must not pay the objected fees, until a decision is made for the objection. In this case, the User must pay the amount stated in the invoice that was not objected, during the payment date referred to in the invoice.
    • The objection period for the validity of any fees stated in the Service Provider’s invoice must be (60) sixty days from the invoice date, unless it seems unclear that the User is not aware of the invoice at the time.
    • Notwithstanding the provisions of Paragraph (2) of Article (7) of the document, the Service Provider and the Applicant / User for the legal person (Business Sector) may agree on the application mechanism and the credit limit amount.
    • The User has the right to request the transfer of the number from the Service Provider to another one, and the Service Provider is committed to meet his request, in accordance with the regulatory frameworks and the procedures issued by the Authority on the transfer of numbers.
    • The User may assign the service to another person, who meets the terms of service, and the service will be set up for the assignee, in accordance with Article (3) of this document.
    • Failure to provide the financial insurance demanded by the Service Provider in cases where the insurance is required, as stated in this document.
    • The User’s incompliance with the provisions of the deferred payment agreement "installment", according to the Service Provider’s deferred payment plan in this regard.
    • The User’s violation of any terms or conditions set forth in this document or the service contract.
    • The User’s non-payment of the Service Provider’s dues, according to any of the articles contained in the document, unless these dues are in dispute.
    • The User’s failure to update his data when requested to do so, or if it is proven that he submitted false or fake data to the Service Provider.
    • The expiry of the period specified for using the prepaid service without the User’s performance of the procedures for extending the service date; taking into account what is stated in Paragraph (15) of Article (9) of the document.
    • The User will pay all the amounts entitled to the Service Provider for this service.
    • Ensure that the suspension did not happen before the end of the period approved by the Authority and specified for the payment from the issuance date of the User’s invoice, unless it exceeds the credit limit.
    • If the service is suspended, the User will continue to pay the financial compensation for the recurrent fees for this service for the period in which the suspension was made. If the service is restored to the way it was, the User of the fixed telecommunications services will pay the restoration amount approved by the Authority within the Service Provider’s service tariff, if any.
    • The prepaid services cancellation mechanism and its extended periods must be clear for the User and declared by the Service Provider to the general public through its website; according to the Service Provider's policy; unless the Authority issues otherwise.
    • The User is not entitled to request the recovery of the service(s) set-up fees from the Service Provider, when the service is canceled due to his non-payment, or at the request of the User; with the exception of non-recurrent fees for the objected calls.
    • The Service Provider must develop specific and clear procedures for handling the User’s complaints; provided that the complaints’ handling period does not exceed (5) five days from the complaint submission date; while taking the following into account:
    • If the Service Provider does not reply to the Authority with the required details, information and documents within the specified period, or if it fails to resolve the complaint by mutual consent, the Authority will adjudicate the complaint and issue its decision, according to the documents provided before it.
    • The Service Provider must implement the Authority’s decision issued for the complaint, and that is upon being notified thereof, and without exceeding the period prescribed by the Authority.
    • The Service Provider may refrain from providing postpaid communication service only (invoiced) to the Applicant; if it is proven that the Applicant is indebted to the same Service Provider or another service provider and this debt is not in dispute between them.
    • The Service Provider may request financial insurance from the Service Applicant / User of the postpaid communication service only (invoiced); taking into account that the insurance amount does not exceed the service credit limit value, and that is in one of the following cases:
    • If the Applicant is indebted to the Service Provider and this debt is not in dispute between them.
    • Presence of previous obstacles in the payment, or in his credit record at the authority concerned with the credit information.
    • If the Service Applicant is new to the Service Provider, and there is no information about him with the Service Provider.
    • Activation of the roaming service based on the User's request.
    • When the Service Provider receives the service provision request from the Service Applicant and meets the required information, it must determine the time for the service provision; and if the service cannot be provided to him as scheduled; the Service Provider must notify the Service Applicant with the expected new time for its submission within a maximum period of 10 days from the end date of the deferred time; taking into account what is stated in Paragraph (1) of Article (5) of the document.
    • The contract term and the extension mechanism, whether automatically or at the User’s request.
    • The invoicing dates.
    • All the information referred to in Paragraph (1.8) of Article (3) must be clarified:
    • In easy and clear terms, and is available in Arabic and English languages, according to the User's request.
    • Send it to him electronically (without charge) while enabling the User to access the Service Provider’s E-Systems and obtain a copy of the detailed invoices for a period not less than (12) twelve months, while providing the option to send a hardcopy thereof in the cases deemed by the Authority.
    • The Service Applicant’s data.
    • The natural person (full name, ID number, nationality, contact number - if any-, and address).
    • The legal person (enterprise name according to the commercial register; registration number and date; issuing city; or the enterprise’s ID number in the absence of the commercial register in the excluded cases from the Ministry of Commerce or the non-commercial authorities; and the authorized person data as described in Paragraph (8.3.1.1) of Article (3) of the document, while enclosing copies of the identification documents).
    • Details of the information referred to in Paragraph (1.8) of Article (3) of this document.
    • The Service Provider must take the Service Applicant’s consent and his knowledge of all the terms, obligations and conditions for the requested service.
    • The Service Provider must provide the User with proof for the request’s provision and implementation.
    • The service contract shall enter into force from the service’s start date for the User.
    • The minimum period for the service contract is one month, and if the Service Provider modifies the minimum period, he must inform the Applicant about it before concluding the contract.
    • The time when the required service is provided.
    • Any conditions issued by the Authority.
    • The Service Provider must repair the service failures immediately upon discovering them in person, or if the User reports such failure to the Service Provider. It must obligate the User to check the internal wiring and equipment at his location before contacting the Service Provider; as the Service Provider is responsible for his external network, devices and equipment concerned with providing the service to the User, and it will bear the maintenance and repair expenses required for its network and all its equipment; for whatever reason, including those resulting from the natural obsolescence of networks and devices.
    • The Service Provider must provide the User with details for his use of the prepaid services every calendar month, according to his request.
    • The Service Provider must invoice the postpaid services every calendar month.
    • The invoices must be clear, accurate and detailed without charge, issued in Arabic or English language and sent to the User's address as a hard copy or electronically, according to his choice. The User is responsible for providing the Service Provider with the correct address, and any amendments thereto.
    • Service details, and its usage details or report.
    • Cancellation date due to non-payment.
    • Details of non-recurrent fees.
    • Recurring subscription fees, for each service separately.
    • Fees paid for the previous invoice, if any.
    • Details of service set-up fees, if any.
    • Credit limit.
    • Address.
    • Discount amount, if any.
    • Loyalty program, if any.
    • Any other financial compensation in exchange for service provision.
    • The financial insurance amount, if any.
    • If the amounts are correct for the recurrent or non-recurrent fees; provided that they are invoiced and requested by the User within (150) one hundred and fifty days from the amount due date.
    • If the amounts are correct for the service usage fees while roaming; provided that they are invoiced within (150) one hundred and fifty days from the usage date.
    • In the event of proving the User's inability to pay the entitled amount in full, the Service Provider must conclude an appropriate and enforceable agreement with him to pay in installments; provided that the amount of a single installment for the fees contained in Paragraph (1.14.1) of Article (7) of the document does not exceed the credit limit value under the claim, and that the amount of a single installment for the fees contained in Paragraph (2.14.1) of Article (7) of the document does not exceed twice the credit limit value for the period under the claim, and the installment amount should not fall within the credit limit of the invoice within it.
    • The Service Provider may transfer any entitled amounts, which were not paid by the User and resulted in the service cancellation, to any other account belonging to the User that is available at the Service Provider; and the User must be notified about it before making the transfer; provided that the transferred amount does not fall within the credit limit of the invoice within it.
    • The Service Provider must return to the User any excess amounts paid, and that is within (15) fifteen days from its discovery date, or it can add such amounts to any account belonging to the User at the Service Provider, if the User wishes to do so.
    • The Service Provider must determine the credit limit and include it in the service contract, and he can only raise it at the User’s request. The Service Provider must respond to the User's request to reduce the credit limit; while taking into account that the credit limit after the reduction will not be less than the minimum package value.
    • The Service Provider must notify the User when consuming 80% of his credit limit; and that is through a text message (SMS) sent to the User in regards to the mobile communication service, and any other means suitable for the other services.
    • The Service Provider must suspend the service once the amounts requested by the User have reached the agreed credit limit, and the User can request the return of the service and to be given a period for its payment that does not exceed five days; provided that his consumption during this period does not exceed 10% of his credit limit.
    • The exemptions from the subjugation  to the credit limit are, for example but not limited to, the following:
    • The fees of the last call that started before reaching the credit limit.
    • The fees for using the service while roaming, which do not include using the Internet while roaming.
    • The increase that does not exceed 10% of his credit limit, if the User requests the return of the service after its suspension for reaching the credit limit.
    • The Service Provider must notify the User, via free text messages (SMS) in Arabic and English languages upon contacting  another  mobile communications service provider network while roaming, with the following:
    • The tariff for receiving voice calls.
    • The tariff for making voice calls to a User in the Kingdom of Saudi Arabia.
    • The tariff for making voice calls to a User in the same roaming area.
    • The tariff for sending a text message (SMS) to a User in the Kingdom of Saudi Arabia.
    • The tariff for sending a text message (SMS) to a User in the same roaming area.
    • The tariff for using the internet in the same roaming area.
    • The calculation method for the tariff for calling other countries.
    • The information on how to reach the customer service while roaming.
    • Any restrictions or conditions on the use of the service while roaming, whose use result in an increase in the invoice amounts.
    • Clarify the calculation unit of each service tariff; provided that the roaming service tariff sent to the User will be in Saudi Riyals.
    • The Service Provider must notify the User about any changes in the prices before applying it to the User.
    • The User is entitled to request the cancellation of services, and the Service Provider must implement the request and not calculate any fees on the service required to be canceled, starting from the request application date.
    • The Service Provider must provide the User with proof for requesting the cancellation of the service, indicating the request application date.
    • Suspend the service by stopping the issued services only, for a period not less than 15 days prior to the cancellation process.
    • The Service Provider must cancel the service after (75) seventy-five days from the invoice issuance date, if the User does not pay the entitled amounts during that period; unless the amount was in dispute with the Service Provider; and the Service Provider is not entitled to calculate any fees after this date. In the case of cancelling the service after the end of that period; the following must be performed:
    • Notwithstanding the provisions of Paragraph (10) of Article (9) of the document, the Service Provider and the Service Applicant / User for the legal person (Business Sector) may agree on the mechanism for suspending or cancelling the service, due to its non-payment.
    • Service suspension or cancellation does not exempt the User from his responsibility to pay any amounts entitled to the Service Provider.
    • The Service Provider must provide the User with the cancellation date of the prepaid mobile service via a text message (SMS) when subscribing to it, and after each extension of the cancellation date, and it must notify the User before canceling the service, according to the mechanism described in Paragraph (9.2) of Article (9) of this document. The Service Provider is not entitled to cancel the service before the date indicated to the User without the presence of a formal reason that allows it to cancel the service.
    • The Service Provider will return the service that was suspended upon the elimination of the suspension reason(s) and no later than the following business day at most; unless a force majeure prevents the Service Provider from doing so. If the service was cancelled at the User's request; the service will only return to him at his request, and in this case, the request will be handled as a new request, and the service will return depending on the availability of the Service Provider’s technical capability. In this case, the Service Provider is not obliged to return with the same previous number.
    • The Service Provider must publish the complaints handling procedures through its website and in the customer service offices in a clear and prominent location, in Arabic and English languages.
    • Provide the Authority with a detailed response about the complaint, and the Service Provider’s stance in this regard.
    • Provide the Authority with a copy of the complaints log including details for its handling procedures.
    • Provide the Authority with the information and documents required in the complaint.
    • Reply to the Authority during the statutory period determined by the Authority.
    • The Service Provider must not activate the internet service automatically according to the use outside the packages without receiving a request for its activation by the User.
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    • The Service Applicant or his legal representative must have reached the age of 15 Hijri years, and the service set-up request will not be accepted in the name of a person below this age, even if his formal representative surpasses this age.
    • The Service Provider must return to the User the financial insurance amount, or the excess amount thereof after deducting the Service Provider’s entitlements for the reason under which the insurance was requested, or it can add the amount to any account for the User, if the User wishes to do so, within (15) fifteen days from the elimination of the reason for the insurance request or the cancellation of service, whichever is earlier; provided that the insurance will remain for a period not exceeding one calendar year from the financial insurance payment date, if the insurance request was due to the cases referred to in paragraphs (1.3, 2.3, 3.3) of Article (3) of the document, in case of the User’s orderliness.
    • The Service Applicant must sign the service contract and write his full name, in terms of the paper contracts; and he must document his approval for the electronic contracts, according to the regulations governing the electronic transactions.
    • The Service Provider’s employee must acknowledge having viewed and verified the identity of the Service Applicant in terms of the paper contracts.
    • The Service Provider must retain the Service Applicant’s consent on the service contract for a period not less than one year from the service cancellation date; and unless there is an existing dispute on this service, the Service Provider must retain it until the dispute end date. The Service Provider is responsible for proving the User’s consent when there is any dispute; taking into account the need to retain the original approval, if it was a written consent.
    • The Service Provider must provide the User with a copy of the service contract after completing the data indicated in this document.
    • With regard to Article (3) of this document, the Service Provider must provide the service to everyone who requested it, unless the requested service is not among his obligations; or in case of finding technical reasons that prevents it from providing the service.
    • The Service Provider is committed to provide the service as agreed upon with the User.
    • Quality of the provided service.
    • All users' information is confidential, and the Service Provider must maintain its confidentiality and take all the necessary measures to prevent it from being accessed, viewed, disclosed, published, used, or modified in violation of the regulations.
    • It is not permissible for the Service Provider to disclose the users’ information, unless such disclosure is permitted in accordance with regulations applicable in the Kingdom, or upon the explicit consent of the User, or his official representative, or at the request of the Authority.
    • The Service Providers must develop clear policies that restrict access to the users' information therein, and document any access to the users’ information.
    • The Service Providers must determine and define the purposes for requesting, collecting and maintaining users’ information, and it is prohibited to use such information for purposes other than those disclosed.
    • The Service Provider is committed to maintain the confidentiality of the telephone calls, and the information that is sent or received through its public communications networks, and it must not allow anyone from its staff, affiliates or others to view, listen, or record them.
    • The Service Provider is not entitled to invoice fees of any service in advance for the postpaid services, or to demand it from the User until after the end of the invoicing cycle.
    • It is not permissible for the Service Provider to demand from the User any amounts exceeding the fees costs applicable to the communication services provided at the User’s request.
    • The Service Provider must retain the User’s invoices for a period not less than (12) twelve months from its issuance date; and unless there is an existing dispute on this invoice, the Service Provider must retain the invoices until the dispute end date. The Service Provider must also retain the invoices that have not been paid after the end of the (12) twelve months from its issuance date until they are paid, and the Service Provider is responsible for proving the validity of the amounts when there is any dispute.
    • The Service Provider must provide the User with what proves his receipt of any amount he paid; indicating the type of service that has been paid and the payment amount and date; and the Service Provider must retain this document according to the documents retention period referred to in this document.
    • The Service Provider must not activate the mobile internet roaming service automatically according to the use outside the packages without receiving a request for its activation by the User.
    • The Service Provider may refuse the waiver request, if there are any unpaid entitlements for the Service Provider in the service under the waiver; with the exception of the cases where such entitlements are in dispute because of the User’s objection.
    • The Service Provider must provide the User with a document proving his waiver of the service.
    • The Service Provider has no right to not implement the User’s request to suspend or cancel the service due to the presence of amounts entitled from him.
    • The presence of a minimum limit for the contract does not commit the User to continue the service if he wishes to cancel it or move the number to another operator before the end of the contract’s minimum limit, and this does not violate the Service Provider’s right to demand from the Users the financial amounts that may be imposed in the event of service cancellation at the User’s request at the end of the contract’s term.
    • The Service Provider must develop the means and procedures that prove the User’s request for suspending or cancelling the services, along with reconfirming the information for the request, and obtaining the User’s consent before implementing the request, while maintaining, confirming, and approving the request according to the period referred to in this document.
    • In case of the User's death, the heirs may choose between continuing the service and transferring it to the name of one of them, who will bear all the rights and responsibilities of the original user; or cancel the service. The Service Provider may terminate the service after (30) days from the date of its notification or knowledge of the death, if the heirs did not specify their stance.
    • The Service Provider must return the service immediately upon detecting an error, or discovering the invalidity of the action taken to suspend or cancel the User’s service; provided that it is no later than the following business day at most from the discovery date of the error or the invalidity of the action taken; unless a force majeure prevents the Service Provider from doing so. It is not permissible to request the return of the amount in this case; and the User will be exempt from paying the recurrent fees for that period.
    • When the User requests to cancel the service before its set-up and operation by the Service Provider; he will be committed before the Service Provider to pay the costs resulting therefrom, and the User will be exempt from incurring any costs, if the Service Provider fails to set-up and run the service at the agreed time; taking into account what is stated in Paragraph No. (6) of Article (3) of the document.
    • The Service Provider’s complaint handling procedures must be conducted in accordance with an electronic system, where the complaint handling procedures are maintained and documented starting from the complaint’s submission until its closure.
    • When the User objects to the validity of an amount claimed by the Service Provider, the Service Provider must cease its claim for the objected amount, and it must not suspend or cancel the service because of it until the complaint is resolved by the Service Provider; with the need to inform the User about the payment of the uncontested amounts, if any. Furthermore, if the User escalates the complaint to the Authority, the Service Provider must continue the cessation of its claim for this amount and continue not to suspend or cancel the service because of the objected amount until the complaint is adjudicated by the Authority. This does not exempt the User from paying the uncontested amounts during the payment period specified in the invoice.
    • The Service Provider must retain the complaint filed by the User and all the actions that has been taken for a period not less than 12 months from the complaint’s closure date.
    • The Users may escalate the complaints to the Authority after the expiry of the statutory period granted to the Service Provider, i.e. five days from the complaints’ filing date, without having to respond to the User’s complaints. Furthermore, the Service Provider may close the complaint without resolving it; provided that the foregoing has been performed within a period not exceeding (180) one hundred and eighty days from the date of the complaint’s closure by the Service Provider, or the expiry of the statutory period granted to it. The Authority may extend this period in the cases that indicated the presence of realistic reasons that prevented the User from filing his complaint to the Authority.
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