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For Technical support please contact us through Nafath call center : 8001221111
Or Twitter account : @NIC_Care
Or Email : Support@nic.gov.sa

In case you have a problem in accessing the service provider services please contact them directly

The Terms for Receiving Complaints on Nafath Platform and Nafath Application

First Item: Introduction

Recognizing the importance of delivering a unique user experience and in alignment with SDAIA's dedication to excellence in service provision while upholding the confidentiality and privacy of user data, the platform/application management is committed to offering easy and efficient complaint-receiving mechanisms, ensuring prompt and secure resolution.

The Complaints Guide governs how SDAIA responds to users' opinions and comments, ensuring effective complaints resolution.

Second Item: Complaints Channels

The platform offers various channels for submitting complaints. If you encounter any issues or challenges while using the platform/application, please refer to the table below for approved communication channels.

Third Item: Receipt Confirmation

After receiving your complaint, a complaint ticket will be generated, and you will receive a confirmation message via SMS. The SMS will include the reference number for the ticket associated with your complaint. You can use this reference number to refer to your complaint in the future.

Fourth Item: Privacy and Purpose of Recording Communications

1. SDAIA attaches great importance to your privacy and is committed to protecting your personal information, as well as maintaining the confidentiality of communication content.
2. Phone calls with the support team may be recorded for training purposes and to enhance service quality. The recorded calls are kept confidential and are only accessible to those involved in handling complaints.
3. The beneficiary's utilization of communication channels signifies their consent for the support center to record all communications, conversations, and requests. The beneficiary acknowledges and accepts these audio recordings and written communications as the sole evidence and conclusive proof of their contents.

Fifth Item: Complaint Handling and Resolving

1. The support team will evaluate the complaint and initiate the resolution process. Verification of information and data related to your account or experience on the platform/application may be necessary.
2. After the complaint is resolved, you will receive an SMS confirming the resolution and closure of the ticket. If you are not satisfied with the resolution, please contact the toll-free call center within 24 hours.

Sixth Item: Complaint Resolution Period

Complaints regarding the platform/application will be received through approved channels and resolved within 15 working days.

Seventh Item: Escalation Mechanism

We are committed to addressing all complaints received through approved channels regarding the platform/application. If you are not satisfied with the solution provided, you can escalate the complaint by contacting our toll-free call center at 800 122 1111.

Your complaint’s reference number will be registered, and your complaint will be forwarded to the relevant team for resolution. You will receive a response within a period not exceeding 5 working days.