Procedure to lodge a complaint to STC, Mobily, and Zain through CITC

A lot of times, we tend to face certain problems while using a telecom service. To resolve the issue, we often have to go through a complicated complaint lodging procedure which can take a lot of days. Different telecom service providers have different methods. Most of the times, one has to visit their offices, which is not always feasible.

In view of the problem, Communications and Information Technology Commission, which is abbreviated as CITC, has come up with a solution. You can now register your complaint using CITC portal and your telecom service provider is liable to not only attend the complaint but also solve it within 15 days.[irp]

All Saudi telecommunication companies like STC, Integrated Telecom Company (ITC), Mobily, ZIN Zain, GO ATHEEB, Virgin etc. Carter to a complaint lodged through the portal. Here are the easy steps to register your complaint:

Open up the CITC portal. The portal can be opened by using the following address:

On the very top left corner, you will see a tab saying Submit Complaint. Click the Tab to ads up to a complaint.

Then on the lower left corner, a tab is provided saying Submit Complaint. Click on the tab.

Now you are given some options regarding Complaint type, choose your complaint type from them. Here are those options:

  • Financial objections
  • Service canceled without request
  • Canceling service not done
  • Bad service
  • Service not done
  • Services added without request
  • Expose of confidential information
  • Transfer number
  • Invoice detail not sent
  • Addition to some record wrongfully
  • Spam
  • Electromagnetic complaint

You have to select the name of your service provider from the options.

In case your balance is being deducted without a reason or there is an unknown sim issued on your name, you go with the 6th option i.e. Services added without request. You will be taken to a new page where you will be requested to fill up necessary details like identity, service number and complaint type. For complaint details, you can add a screenshot as well. You will have to provide the image code.

Once done with your complaint, you need to click the tab provided on the top saying Send to Service Provider.

You are provided with a complaint number so that you can track down your complaint anytime. CITC assures that your service provider resolves the issue within 15 days. To track your complaint progress you can use the ID number as well.[irp]

In case your complaint was ignored or the issue could not be successfully resolved within 15 days by your service provider, you can Escalate the complaint with the CITC. 

This is a great initiative. It is indeed handy and reliable. Now you can register a complaint in minutes and that too at home. We hope that the guide was helpful.

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Steve has been living in Saudi Arabia since 2013 and writing about Saudi rules, regulations, guides, and procedures since then.