If there is a problem in any of the CIT services provided by one of the service providers licensed by CST, a complaint shall be filed to the service provider via the means provided by the service provider to subscribers, while retaining the complaint number and date. The subscriber can also electronically file his/her complaint to the service provider via CSTwebsite www.CST.gov.sa, and he/she will receive a number for the complaint submitted to the service provider via text message and e-mail registered in the complaint form. A text message will be sent to the subscriber when the service provider resolves the complaint or when 5 days have passed without resolving the complaint.

It can be directly filed to CST without filing it to the serviceprovider by accessing CST website (www.CST.gov.sa), selecting (filing acomplaint to the Commission) and selecting the complaint type as a nuisance.

The service provider shall resolve the problem within 5 days fromthe date of filing the complaint. If this period ends without resolving theproblem, or if a response is sent to the subscriber during this period but the subscriberis not satisfied with the company's response, he/she is entitled to file acomplaint against the service provider to CST directly. He/she will be asked toprovide the complaint number and date and the name of the service provider (seethe picture below).

A complaint can be filed to CST through one of the following means:

• Electronically via CST website(www.CST.gov.sa). The subscriber will be provided with a complaint number sentto him/her as a text message (SMS) to the contact number and e-mail registeredin the complaint form. The subscriber can track the status of the complaint throughCST website (Track Complaint tab) by entering the complaint number sent to him/heras well as the ID number. 
  
• Presenting himself/herself at the CST headquarters inRiyadh or one of its offices in Jeddah and Dammam.
  

1. The Commission studies the complaintto determine whether it is acceptable or not within (10) ten days from the dateof filing the complaint. 
2. If the complaint is not accepted (whetherbecause CST has no jurisdiction to review the complaint, or the subscriber hasnot filed the complaint to the service provider first, or there is no proof ofthe validity of the complaint… etc.), the complaint will be rejected and the subscriberwill be notified by a text message (SMS) to check CST website to review the resultof the complaint and the reason for its non-acceptance, through the tab (TrackComplaint). 
3. If the complaint is formally accepted(i.e. all required data and documents are submitted, and the complaint iswithin the jurisdiction of CST to review it), CST will send it to the serviceprovider to request its statement on the complaint within five days from thedate of sending the complaint to the company, or according to the period determined by CST in cases that require a longer period. 
4. After receiving the statement of theservice provider, CST will send the statement to the subscriber. If thesubscriber objects to the response of the service provider, he/she shall givehis/her opinion within (5) five days or according to the period determined by CST in cases that require a longer period through CST website. A message will besent to the complainant to check CST website within five days from the date ofsending the message. If CST does not receive a reply within the period determinedby CST, the complaint will be automatically closed. 
5. If the complainant objects to theservice provider's statement, CST will adjudicate the complaint according tothe available documents. During this period, additional information may berequested from either the service provider or the subscriber.

You can contact the subscribers’ complaints department by calling​ CST Customer Care​ number​ (​19966​​) .​

When such message appears, the complainant should verify the IDnumber and complaint number. If the problem persists, he/she can file theproblem to CST to review and resolve the problem.

You can access CST website (www.CST.gov.sa) to inquire about thecomplaint by the ID number and the complaint number, where you will find astatement of the current stage of the complaint as shown in the picture below,which will be one of the stages mentioned in the following table

Blackmail complaints are notwithin the jurisdiction of the Communications and Information TechnologyCommission. The complainant can file a complaint to the police or theCommission for the Promotion of Virtue and Prevention of Vice on (0114908666),or through (Kollona Amn) applicationrelated to the Ministry of the Interior.

This is included in the crimes of fraud, and PublicSecurity (represented by the regions police offices) is the competent authorityto receive reports and complaints on such subjects.

Service providers provide aservice that enables subscribers to refuse receiving SMS or MMS from some orall of the e-mail addresses. The following codes are specifically assigned tostop messages: 

• SaudiTelecom Company (STC); send 3311 to 902
  
• EtihadEtisalat Company (Mobily); send the Arabic word “قف” to 604445. 
  
• SaudiMobile Telecommunications Company (Zain); send the Arabic word “ايقاف” to 705000.
  

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

It means that the time limit specifiedfor the current stage of the complaint has expired, and it has been transferredto another stage. You can refer to the website to track the status of thecomplaint.

You can know how the serviceprovider has responded to resolve the subscriber's complaint and his/her satisfactionwith it through the electronic complaints system on CST website.

It has not been scientificallyproven so far that the exposure to the waves emanating from wireless telecommunicationstowers which fall within the approved controls leads to negative health damages,because they are within safe limits. CST has issued national regulations and guidelinesfor human exposure to the electromagnetic fields of radio frequencies approvedby the administrative decision No. 247/1430 dated 7/12/1430 H. These guidelinesare based on the latest international standards and the best internationalexperiences and are recommended by the World Health Organization. They havebeen circulated to all telecommunications service providers to comply withthem. CST also conducts periodic field measurements of the levels of radiationsemanating from mobile telephone stations in the Kingdom in cooperation with impartialacademic and research institutions, including a number of universities andresearch centers in the Kingdom, to verify the extent to which telecommunicationsservice providers comply with the regulations issued by CST. All measurementsthat were made- so far- on a number of wireless stations have shown that thelevels of radiations emanating from its antennas are hundreds of times lowerthan the limits allowed in the regulations prepared by CST, which are based oninternationally applicable standards.

The Ministry of Municipal andRural Affairs is the competent authority for issuing licenses for theconstruction of wireless telecommunications towers, based on the municipal andtechnical regulations issued by the Ministry in this regard. The operators (telecommunicationscompanies) procure the initial licenses of the location before constructing thetowers and the final licenses to ensure compliance with the approved constructionspecifications of the secretariats and sub-municipalities in accordance withthese regulations which are not within the jurisdiction of CST.

It is not possible to remove the towersthat fall within the approved regulations because of the mere apprehension ofhealth damages without any evidence, noticing that this leads to weaken ortotally interrupt the telecommunications service of mobile phones and Internetservices and harm public interest. In fact, the providers of telecommunicationsand information technology services face technical difficulties in locating alternativelocations for towers and transporting them in the light of the increasing usercomplaints of poor coverage in neighborhoods.

It is possible to make a request by filing a complaint in accordance with theprocedure followed in CST (see question 2 in the Complaints Section).

You can first inquire about the numbers registered on your name via CST website through (My numbers) service and check the numbers registered onyour name. Then, you are entitled to file a complaint to CST directly without filinga complaint to the service provider.