(Under review by the service provider)
What does the status “under review by the service provider” mean?
At this stage, CST does not address the company, but it is the first stage after filing the complaint to the service provider and it is waiting for the company's reply to the complainant.
The complainant can then escalate the complaint to CST to address the company, where the complaint becomes (under review).
(Viewing the result of the complaint)
When the customer files a complaint against the service provider to CST, CST reports that the company has replied by what contradicts his/her complaint without verifying the validity of the company's statement and thus the problem is not resolved.
The customer complains about poor coverage and the company does not provide a convincing response. However, when it is filed to CST, CST reports that the company has informed them that the customer’s location is covered by the service with no verification by the company or by CST.
The company's response has been sent to the complainant. If he/she is not satisfied with the response, he/she can object within the specified time limit, which is five days, by accessing the website “www.CST.gov.sa” and selecting “Track Complaint, where there will be an icon "Complainant’s objection within the time limit".
(Closing the complaint)
There are many reasons to close the complaint such as:
The complainant does not object to the company's response within the time limit for closing the complaint.
The complainant has a duplicate complaint being processing.
A decision has been issued by CST regarding a previous complaint by the customer.
The requirements of the acceptance of the complaint are not fulfilled (the service number of the complaint is wrong; the right complaint type is not selected; no complaint is filed to the company; the necessary coordinates of the location to review the complaint technically are not written; etc.).
The complainant shall be the owner of the affected number, and if he/she is not the same person, the complaint will be closed unless there is a power of attorney.
CST has no jurisdiction to review the complaint.
(Being under review)
What does “under review” status mean?
CST reviews the complaint, whether to review its acceptance or to review the complaint after the objection of the complainant to the company's response in preparation for issuing CST’s decision regarding the complaint. Please kindly wait until the completion of the review.
(Complainant – Ensuring the implementation of the decision)
When the customer tracks the complaint, a message appears stating that the complaint has been resolved in favor of the customer, but the company does not implement CST’s decision.
When issuing the decision in favor of the complainant, the complainant shall wait for the time limit given to the company, which is five days. If the service provider does not contact the complainant during this period or if he/she is not satisfied with the solution of the company, the icon "The service provider has not implemented the decision of the complaint adjudication decision" will appear to the complainant after the expiration of the time limit. The complainant shall click it and write his/her statement which will appear for five days. CST will track the implementation of the decision with the company.
Note: The icon "Statement of non-implementation" only appears after the expiration of the five-day time limit from issuing the adjudication decision.
(Follow up Department- Ensuring the implementation of the decision)
The adjudication is made, but the service provider does not implement the decision.
What to do when the service providers procrastinate in implementing the decision of the Commission if the adjudication is in favor of the customer?
After the complainant clicks on the icon "The service provider has not implemented the complaint adjudication decision", the complaint will be forwarded to the department of decisions implementation follow up, where the service provider will be contacted by the department of decisions implementation follow up to provide what proves its implementation of the adjudication decision. If its implementation of CST’s decision or directives is not proven, the complaint shall be forwarded to the committee responsible for reviewing the violations of the telecommunications regulations to take the necessary action towards it.
(Closed by the complainant)
What does “closed by the complainant” status mean?
There are two reasons for the complainant to close his/her complaint:
Clicking on "done" icon which means that the decision has been implemented.
The complainant does not add his/her statement to the website within the time limit after issuing the adjudication decision, which is 10 days (5 days’ notice for the company and 5 days’ notice for the complainant).
(Registering a violation against the service provider)
What does “A violation is registered against the service provider” status mean?
It means that the complaint has been forwarded to the committee responsible for reviewing the violations because the company has not implemented the adjudication decision.