Complaints and Suggestions

The Ministry of Industry and Mineral Resources is dedicated to delivering exceptional electronic services, ensuring the satisfaction of investors and beneficiaries through improved communication channels and prompt responses to complaints and suggestions. The Ministry is committed to developing an integrated digital environment that provides multiple channels for receiving and addressing complaints and inquiries, adhering to the highest standards, thereby enhancing transparency and credibility while supporting digital transformation in the Kingdom.

This guide aims to define the quality level of services provided for receiving complaints through the available channels, specifying performance standards, working hours, and the expected response time. It also outlines the commitments of both the Ministry and beneficiaries to ensure a smooth and efficient user experience.

1. Complaint Submission Mechanism

1.1. Complaint Submission Channels and Service Level

#	Channel	Communication Method	Working Hours	Response Time
1	Email	info@mim.gov.sa	Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 all week	within 30 minutes during working hours
2	Virtual Visit	visit.mim.gov.sa	Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 all week	within 20 seconds during working hours
3	'Contact Us' Service	Through the official website	Available 24/7 all week	Immediate
4	Phone call	Unified Number 199001	Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 all week	within 20 seconds during working hours
5	Smart Assistant	Available on the official website	Available 24/7 all week	Immediate
6	Partner Communication Account on X (formerly Twitter)	@Call_199001	Available 24/7 all week	within 30 minutes during working hours
7	Partners Reception Hall	Visiting the Ministry headquarters in Riyadh	Sun – Thu: 08:00 AM – 04:00 PM	Immediate

1.2 Complaint Submission Conditions

The complaint must be related to the Ministry’s services or one of its employees.
The basic required information must be provided (beneficiary’s name, ID number, complaint details).
For complaints related to electronic services, a screenshot of the error or issue must be attached, if possible.

2. Complaint Handling Process

2.1. Steps of Complaint Handling

Receiving and registering the complaint in the system.
Sending a notification to the beneficiary confirming the receipt of the complaint along with a reference number.
Reviewing the complaint details and ensuring the completeness of the information.
Referring the complaint to the relevant department within the Ministry.
Studying the complaint and conducting the necessary investigations.
Responding to the beneficiary with the resolution outcome and the action taken.

2.2. Initial Response Time

All complaints and inquiries submitted through channels requiring human intervention, such as email and phone calls, will receive an initial response within a maximum of 4 hours from the time of receipt. Immediate responses will be provided through the Smart Assistant and social media channels whenever possible.

2.3. Resolution Time

Complaints will be resolved within a maximum of 72 working hours, unless additional reviews or coordination with external entities are required. In such cases, the beneficiary will be informed of the expected resolution timeframe.

2.4. Service Availability

Most communication channels operate 24/7 to ensure instant support for beneficiaries. Specialized teams are available during official working hours to handle more complex requests that require expert intervention.

3. Ministry Commitments

The Ministry of Industry and Mineral Resources is committed to providing services that meet the highest quality standards, ensuring a seamless and satisfactory experience for all beneficiaries. This is achieved through the following key points:

Ensuring Fast and Effective Response

All complaints and inquiries are handled through documented procedures to ensure speedy processing and accurate responses

Providing Multiple and Accessible Communication Channels

The Ministry offers various methods for receiving complaints, allowing beneficiaries to select the most suitable option for them.

Ensuring Transparency in Processes

Beneficiaries are regularly updated on the status of their requests, with clear reports on any delays, if applicable.

Protecting Beneficiary Data and Ensuring Information Confidentiality

The Ministry adheres to approved cybersecurity policies to protect user data and prevent unauthorized access or disclosure.

Enhancing and Developing Services Based on Feedback

The performance of communication channels is periodically evaluated, and complaints and feedback are analyzed to improve processes and service quality.

4. Service Completion Time

#	Service Provided	Response Time	Service Completion Time	Service Availability
1	Complaints	4 hours	72 hours	24/7
2	Industrial License Issuance	4 hours	Immediate	24/7
3	Industrial License Modification (Establishment Phase)	4 hours	48 hours	24/7
4	Industrial License Renewal (Establishment Phase)	4 hours	48 hours	24/7
5	Ownership Transfer	4 hours	24 hours	24/7
6	Industrial License Cancellation	4 hours	24 hours	24/7
7	Workforce Endorsement	4 hours	48 hours	24/7
8	Upgrade Industrial License to Construction Phase	4 hours	48 hours	24/7
9	Industrial License Modification (Construction Phase)	4 hours	48 hours	24/7
10	Industrial License Renewal (Construction Phase)	4 hours	48 hours	24/7
11	Upgrade Industrial License to Production Phase	4 hours	48 hours	24/7
12	Industrial License Modification (Production Phase)	4 hours	48 hours	24/7
13	Industrial License Renewal (Production Phase)	4 hours	48 hours	24/7
14	Customs Exemption for Raw Materials	4 hours	48 hours	24/7
15	Customs Exemption for Equipment & Spare Parts	4 hours	48 hours	24/7
16	Additional Customs Exemption for Raw Materials	4 hours	48 hours	24/7
17	Import Permit for Restricted Chemicals	4 hours	1 business day	24/7
18	Export Clearance for Unrestricted Chemicals	4 hours	1 business day	24/7
19	Industrial Competitiveness Program Enrollment	4 hours	10 business day	24/7
20	Adding a Customs Tariff Item to the Local Industry Capabilities List	4 hours	55 business day	24/7
21	Removing a Customs Tariff Item from the Local Industry Capabilities List	4 hours	55 business day	24/7

5. Complaint Submission Process

Beneficiaries can submit complaints through the available channels by following these steps:

5.1. Selecting the Appropriate Channel

Email: info@mim.gov.sa info@mim.gov.sa
Official Website: "Contact Us" service
Phone Call: Unified Number 199001
Smart Assistant: Available on the official website
Official Social Media Platforms: (X - formerly Twitter): @Call_199001
Virtual Visit: visit.mim.gov.sa

5.2. Entering Complaint Details Accurately

Specify the complaint type
Provide details of the issue and affected service
Attach supporting documents, if available

6. Complaint Status Tracking

A reference number is sent to the beneficiary after submitting the complaint.
The complaint status can be tracked through the channel used for submission.
The beneficiary receives regular updates until the complaint is fully resolved.

7. Complaint Escalation

If a beneficiary is dissatisfied with the resolution provided or encounters a delay in response, they must initiate the escalation process manually. The beneficiary must take one of the following steps to escalate the complaint:

Phone call: The beneficiary can call 199001 and request an escalation, ensuring the complaint is referred to the relevant department.
Email Submission: The beneficiary can send an email to info@mim.gov.sa, detailing the previous complaint and explaining the reasons for dissatisfaction.
`Contact Us` Service: The complaint can be escalated via the Ministry's electronic platform, including all supporting documents to ensure an in-depth review by the dedicated team.
Escalation Status Tracking: Once an escalation request is submitted, the beneficiary receives a tracking number and is regularly updated on the latest developments until the complaint is fully resolved.
(Service Level Agreement - SLA) for Escalations
The initial response is provided within 4 working hours.
The escalation is resolved within a maximum of 5 working days, with notifications sent to the beneficiary regarding any expected delays and their reasons.

8. Monitoring Complaint Status

8.1. Beneficiaries can monitor the status of their complaints through the same channel used for submission. Once a complaint is submitted, a reference number is provided, which can be used to inquire about the status via email or phone. Automatic updates are also available through electronic communication channels such as the `Contact Us` service or the Smart Assistant.

8.2. The Ministry allows beneficiaries to update complaint details or provide additional information if necessary to ensure the best possible resolution. Beneficiaries can also request further review by a specialized team if required.

9. Performance Monitoring & Quality Improvement

Complaints are periodically reviewed and analyzed to identify recurring patterns and develop appropriate solutions.
Regular reports are submitted to senior management to enhance procedures and policies.
The Ministry conducts regular surveys to assess beneficiary satisfaction and implements service improvements based on the feedback received.

10. Enhancing the Beneficiary Experience

The Ministry is continuously enhancing the beneficiary experience by analyzing complaints and addressing user challenges. This is achieved through the following:

Conducting Beneficiary Satisfaction Surveys

User opinions on service quality are collected and analyzed, and suggestions are reviewed to improve the performance of various communication channels.

Analyzing Recurring Complaint Data

Frequent complaints are monitored and analyzed to identify root causes, ensuring permanent solutions to prevent recurrence.

Developing Technological Tools for Beneficiaries

The Ministry continuously enhances complaint submission platforms, adding new features, such as an improved Smart Assistant and an upgraded electronic complaint portal.

Collaboration with Relevant Entities for Faster Resolutions

The Ministry coordinates with government and private sector entities to streamline the resolution of complaints that require cross-organizational collaboration.

Commitment to Continuous Service Improvement

The Ministry of Industry and Mineral Resources remains committed to the ongoing development of its services, striving to deliver an exceptional experience and achieve the highest levels of beneficiary satisfaction.