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Official government website of the Government of the Kingdom of Saudi Arabia

Links to official Saudi websites end with gov.sa

All links to official websites of government agencies in the Kingdom of Saudi Arabia end with sch.sa or edu.sa

Government websites use the HTTPS protocol for encryption and security.

Secure websites in the Kingdom of Saudi Arabia use the HTTPS protocol for encryption.

Registered with the Digital Government Authority under number:

20250729379

Service Level Agreement for Communication Channels

Communication channels

Phone call

Response / first reply time

Immediate

Enquiry handling time

Immediate

Complaint and technical issue handling time

5 working days

Service availability

Sunday to Thursday
8 AM – 4 PM

19918

Customer care channels

Response / first reply time

3 hours

Enquiry handling time

5 working days

Complaint and technical issue handling time

5 working days

Service availability

Sunday to Thursday
8 AM – 4 PM

Visit the channel

Virtual visits

Response / first reply time

30 minutes

Enquiry handling time

5 working days

Complaint and technical issue handling time

5 working days

Service availability

Sunday to Thursday
8 AM – 4 PM

Request a virtual visit

In-person sign language support

Response / first reply time

30 minutes

Enquiry handling time

5 working days

Complaint and technical issue handling time

5 working days

Service availability

Sunday to Thursday
8 AM – 4 PM

Request a visit

Remote sign language support

Response / first reply time

Immediate

Enquiry handling time

5 working days

Complaint and technical issue handling time

5 working days

Service availability

Sunday to Thursday
8 AM – 8 PM

Chat

Working days are Sunday to Thursday, excluding official holidays. We are committed to providing the best level of service and meeting the stated response times.

Last update 11/10/2026 - 12:59 PM Saudi Time

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