A disputed bill, a service not delivered, an unauthorised subscription, a line you never asked for, internet far below your plan: in Saudi Arabia, telecom complaints follow two steps. You first complain to the provider; if it does not solve the problem, you escalate to the Communications, Space and Technology Commission (CST), the sector regulator. The CST also protects you while the complaint is examined. This guide explains the deadlines, the procedure, the documents to prepare and your rights.
In short: complain to your provider within 60 days. If nothing is solved after 5 days, escalate to the CST within 180 days, free of charge, by logging in with Nafath.
The deadlines at a glance
| Step | Deadline |
|---|---|
| Complain to the provider | Within 60 days of the bill date or the incident |
| Provider handles the complaint | 5 days at most |
| Escalate to the CST | Within 180 days of the provider closing the complaint or the end of its 5 days |
| CST processes the escalation | 30 days |
These deadlines come from the CST rules. The 5-day handling period and the 60-day billing dispute window were introduced under the “Customer First” amendments, which cut the provider’s handling time from 15 to 5 days and extended the billing objection period from 30 to 60 days.
Step 1: complain to the provider
- Use the provider’s customer care channels (app, website, phone, branch). Providers must offer several free and easy channels.
- Do it within 60 days of the bill date or the incident.
- Describe the problem precisely: dates, amounts, numbers concerned.
- Keep the complaint (ticket) number.
The CST gives the provider a statutory period of 5 days to handle the complaint. Providers must also publish their complaint-handling procedures and timelines.
While your complaint is examined
Under the CST rules, the provider may not:
- cut off your service;
- change the services you receive;
- demand the disputed amount,
while the complaint about it is under investigation.
Tip: if you dispute only part of a bill, pay the undisputed part. It avoids any confusion about what remains unpaid.
Step 2: escalate to the CST
You can escalate when:
- the provider closed the complaint without dealing with it; or
- 5 days have passed and it is not resolved.
You must escalate within 180 days of the provider closing the complaint or of the end of its 5-day period.
What to prepare
- Copies of supporting documents: bills, service contract, payment notices.
- The provider’s complaint number and the date you complained.
- Screenshots or messages that support your case.
- An authorisation, if you act on behalf of someone else (legal representative).
How
- Open the CST Telecom Complaints Escalation service and click Start Service.
- Log in through Nafath, the national unified access.
- Fill in the form and attach your documents.
- Submit and follow the case.
The CST indicates a processing time of 30 days. The service is free.
If the provider refuses to open a ticket
For businesses, the CST has a dedicated service on the Mutasil platform, Unable to open a complaint ticket in service provider portal, handled within 7 business days, free of charge. Individuals can mention the refusal and their attempts (dates, channels used) when escalating.
What the law says
The implementing regulations of the Telecommunications and Information Technology Law (Chapter IX, user protection) set the framework:
| Article | Rule |
|---|---|
| 71 | Providers must offer easy and effective ways to receive and handle complaints, publish their procedures and timeframes, and review the causes of complaints |
| 72 | Providers must document complaints and how they were handled |
| 73 | You can complain to the CST if the provider’s deadline passes without action, or if you object to the provider’s decision |
| 74 | The CST may accept a complaint directly, without going through the provider, when it needs urgent handling |
| 75 | The provider may not suspend or change your service, or claim the disputed amount, until the complaint is resolved or the CST allows it |
| 76 | The provider must apply the CST’s decision within the time the CST sets |
| 77 | The CST may receive a group complaint from several users on the same subject, if the complainant proves they represent the group |
Group complaints
If many users face the same problem (an outage in a building, a charge applied to all subscribers of an offer), a group complaint can be filed with the CST, provided the person filing it shows they represent the group. Collect the names, numbers and bills of the users concerned.
Urgent cases
When a situation needs urgent handling, the CST may accept the complaint directly, without the usual first step with the provider. Explain clearly why it is urgent.
After the CST decision
The provider must apply the CST’s decision within the time the CST sets (Article 76). If it does not, report it to the CST with your case number.
Contacting the CST
| Channel | Details |
|---|---|
| Web portal | Mutasil (mutasil.cst.gov.sa) |
| Mobile app | CST app (iOS and Android) |
| Phone | 19966 |
| info@cst.gov.sa |
Typical cases
| Problem | What to do first |
|---|---|
| Slow internet below what you pay for | Measure it with our speed test, several times and over a cable; keep the results |
| A number registered in your name that is not yours | Check with the CST service, see numbers registered in your name |
| A disputed bill or a service charged without consent | Object within 60 days of the bill date |
| A package or promotion charged after a free trial | The CST says no fee may be charged after a trial without your express consent |
| Roaming charges you did not expect | Roaming may not be activated without your request |
| Cancellation not taken into account | Show the cancellation confirmation the provider must give you |
Your rights as a telecom user
The CST lists, among others: free number portability within 3 working hours, SMS alerts at 80% and 100% of a data package, the right to suspend your service for up to 12 months, clear and detailed bills you can object to, and protection of your personal data.
Common mistakes
- Going straight to the CST: the complaint must first be made to the provider.
- Waiting too long: 60 days to complain to the provider, then 180 days to escalate.
- No evidence: attach bills, contract and screenshots.
- Paying the disputed amount under pressure: the provider may not demand it while your complaint is examined.
Frequently asked questions
How do I complain about a telecom company in Saudi Arabia?
First complain to the provider's customer care. If it does not resolve the complaint within 5 days, or closes it without dealing with it, escalate it to the Communications, Space and Technology Commission (CST).
How long does the provider have to answer?
The CST sets a statutory period of 5 days for the service provider to handle a complaint.
How long do I have to escalate a complaint to the CST?
Up to 180 days from the date the provider closed the complaint or the end of its 5-day period.
Is escalating a complaint to the CST free?
Yes. The CST lists no fee for the Telecom Complaints Escalation service.
How do I contact the CST?
Through the Mutasil portal (mutasil.cst.gov.sa), the CST mobile app, by phone on 19966 or by email at info@cst.gov.sa.
Can my provider cut my line while my complaint is being examined?
No. Under the CST rules, a provider may not cut the service, change the services provided or demand the disputed amount while a complaint about it is under investigation.
What if the provider refuses to open a complaint ticket?
For businesses, the CST has a dedicated report on the Mutasil platform for providers that refuse to open a complaint ticket, handled within 7 business days. Individuals can describe the refusal when escalating their complaint.
Can several users file one complaint together?
Yes. The implementing regulations allow the CST to receive a group complaint from several users on the same subject, if the complainant proves that they represent the group.
Can I complain directly to the CST without going to my provider?
Normally no: the provider must be given the chance to handle it first. As an exception, the CST may accept a complaint directly in cases that need urgent handling.
Official sources
- Communications, Space and Technology Commission — Telecom Complaints Escalation: conditions, 5-day provider period, 60 and 180-day deadlines, documents, Nafath login, 30-day processing, channels, free service.
- CST — “Customer First” amendments to the telecommunications bylaws: handling period cut from 15 to 5 days, 60 days to dispute a bill, no cut-off or demand for the disputed amount during investigation, published procedures.
- CST — Unable to open a complaint ticket report: service for businesses, 7 business days, free.
- CST — Telecommunication user awareness: user rights (portability, alerts, trial offers, suspension, bills, roaming, privacy, free contact channels).
- CST — Implementing Regulations of the Telecommunications and Information Technology Law: Articles 71 to 77 (complaint handling, escalation, urgent and group complaints, no suspension during a complaint, enforcement of CST decisions).
- CST — Contact us: phone 19966 and email info@cst.gov.sa.
This information is for guidance only and may change. Always check with the relevant authority or its official website before starting a procedure. Spotted an error? Tell us.
