Telecom Complaints Escalation

A complaint means the existence of a dispute between the beneficiary and the service provider in one of the telecommunications services licensed by CITC.

In the event of a dispute in any of the Communication Services with an authorized Service Provider, you must first lodge a complaint with the Service Provider through the channels made available to you by the Service Provider.

You can contact CST through the Call center (19966) or our Social Media (CST_KSA) (CSTwithU) channels

This depends on the stage of the complaint. If the complaint filed to CITC is under study or it is with the service provider, then the complainant cannot close it through CITC website. However, beneficiary can contact CITC and request to close the complaint. Otherwise, the complainant can wait until beneficiary receives an update that beneficiary need not answer, and the complaint will automatically be closed.

The beneficiary must submit complaint to the service provider within a period of (60) days from the date of issuing the invoice or from the date of the incident in question.

The beneficiary has the right to escalate his complaint to the authority after the end of the statutory period granted to the service provider to process the complaint (5) days without responding to it, or to close it without addressing it, provided that it is within a period not exceeding 180 days from the date of closing the complaint by the service provider or the expiry of the statutory period granted to him.