Complaint to MoL

Complaint Handling Policy

The Ministry is committed to providing high quality services that meet the needs and expectations of its customers. To enhance this, the Ministry recognizes the right of customers to submit complaints, and even welcomes them as a valuable means and an important entry point for developing its services.

This policy highlights the extent of the senior management’s interest in dealing with complaints received on the Ministry’s services efficiently, effectively, quickly and fairly through a complaints system characterized by easy access, speed, confidentiality and reliability of the information provided, definition, simplicity, impartiality, effectiveness, and control, with the necessary auditing. Periodically.

The Ministry's cadres have been highly professionally trained and developed in accordance with the requirements of ISO 10002:2018 and the Ministry's customer service system, with the continuous endeavor to comply with international best practices.

Complaints can be submitted free of charge using any of the following channels:

call center: 19911

Customer service on the portal: https://hrsd.gov.sa/ar

email: cc@hrsd.gov.sa. 

The Ministry’s employees concerned with the Ministry’s offices and branches, and any other channels provided by the Ministry