User Rights Business - Salam Mobile

Part 1 – General

Article 1 – Definitions

Service/Services: Means communications services between fixed, mobile or limited mobility devices and equipment. On public communications networks.
the user: A natural or legal person who uses or requests telecommunications and information technology services.
User from the government sector: A person with a legal capacity from ministries, public bodies, and institutions, national councils and centers, and the like that uses or requests telecommunications and information technology services.
Business user: legal person, such as companies, commercial institutions and the like, that uses or requests telecommunications and information technology services.
User with disability: A natural person who has official proof that he is a person suffering from a stable total or partial deficiency in his physical, sensory, mental, communicative, educational or psychological abilities; Which may limit or hinder his full and effective use of telecommunications services or related services (such as information), or access to the service provider’s ports that are accessible to other users without disabilities.
the offer: A permanent or temporary offer to subscribe to a specific package or service provided by the service provider, including benefits different from those available in other existing packages or products.
Trial period: It is a temporary period granted by the service provider to the user (for or without compensation) for the purposes of testing and/or experimenting with its services and products.
Usage restrictions: Restrictions or exceptions set by the service provider that restrict the consumption of any of the services. These restrictions include, for example, restrictions on quantity, time, and speed.
Subscription duration: means the period of time during which a subscription remains valid for a user in a particular service under the same terms and conditions.
Security amount: The financial amount requested by the service provider from the user in accordance with the provisions of this document, in order to guarantee his financial right towards the user.
Service contract: The agreement between the service provider and the user; Under which the service is provided, and determines the terms, obligations and prices for that service, and any amendment thereto; It is notarized by any means determined by the Authority.
the address: The national address of a citizen, resident, or public or private legal person, specified by the concerned authority and which entails all the legal effects of notification, or the address specified by the user in the event that the national address is not available.
Service start date: It is the date on which the service provider finishes establishing and operating the service, so that the user can use it.
Minimum contract: The minimum period of time to subscribe to the service.
Amendments to the contract that are not in the user’s favor: Any amendment that results in reducing, reducing, restricting, or preventing the use of or obtaining any feature of the basic or additional services due to the user at the beginning of the service contract, or adding any additional obligations to the user, or canceling the basic package for the user.
Bill: The document issued by the service provider periodically and regularly every Gregorian month, or according to what is issued by the Authority in this regard, which includes details of the financial compensation that the service provider requires the user to pay in exchange for the service/services it provides to the user.
User account: An account number assigned by the service provider to the user; To organize the payment of financial dues resulting from the service/services provided to him.
Periodic wages: Fees for the service/services that are charged continuously in each billing cycle, regardless of usage or not, and end only with termination or cancellation of the service.
Non-periodic wages: Fees for the service/services that are recorded in the invoice according to the use of the service/services, which is not part of the benefits of periodic fees.
Loyalty program: Preferential benefits provided by the service provider to its customers.
Additional services: set of optional services or benefits, which the user may subscribe to in addition to his subscription to a basic package, given that they are not offered separately by the service provider as stand-alone services.
Individual services: Services provided by a service provider separately or integrated with telecommunications services or other separate products.
Postpaid service: A service provided by the service provider that the user can use in exchange for a financial fee paid after use based on the periodic invoice issued by the service provider.
Prepaid service: service provided by a service provider that the user can use in exchange for a financial fee paid before the service is provided.
The remaining balance: means the amount of money remaining in the user’s account after the end of the subscription period, and includes calling minutes or the amount of data and other unused services remaining after the end of the subscription period.
Personal data: Every statement – regardless of its source or form – that would specifically identify the user, or make him identifiable directly or indirectly, and this includes the name, personal identification number, address, contact numbers, license number, records and personal property. , bank account or credit card number, the user’s fixed or animated image, and other data of a personal nature.
International Roaming: It is a service that enables mobile telecommunications users to enjoy telecommunications services while visiting other countries, or while traveling by air or sea.
Local roaming: It is a service that enables mobile telecommunications users within the Kingdom to enjoy telecommunications services by changing the network to another service provider in the event that coverage is not available for the primary service provider.
Credit limit: The maximum limit for the total fees for the periodic and non-periodic service(s) that the user is required to pay in one billing cycle.
Emergency services Numbers: that the Authority identifies in its systems as emergency numbers and allows users to access them at no cost.
Service suspension: Stopping the service provided to the user temporarily, based on his request, or stopping it by the service provider in accordance with the provisions of the terms of this service, or under a directive from the Authority to do so. This includes stopping the outgoing service; Except for contacting emergency services and communication channels with the service provider.
Service cancellation: Terminating the service provided to the user by terminating the service contract, upon his request, or terminating it by the service provider in accordance with the provisions of the terms of this service, or terminating it pursuant to a directive from the Authority to do so.
Hosting provider:It means the service provider that owns the infrastructure for communications and information technology networks that the service provider relies on to the user to provide its services.
Complaint: The user’s expression of dissatisfaction with the service provider and/or with any issue related to one or more of its services, which is expressed by the user by sending it for this purpose through one of the channels available for complaints.
Settlement: The amount that the service provider deducts from the amount required to be paid by the user, or returns to the user what was paid as a result of the inability of the service provider to fulfill his obligations or part of them, or the failure of the service provider to prove his entitlement to the amount, or for other reasons, whether this was done before. The service provider on its own initiative, or based on a complaint from the user, or based on a decision from the Authority.

Article 2 – Scope of application of the document

The provisions of this document apply to all service providers in the Kingdom of Saudi Arabia (the Kingdom) licensed by the Communications and Information Technology Commission (the Commission), and to all retail users of their services.
This document is subject to periodic review by the Authority and is updated as it deems appropriate in accordance with its regulations.
The service provider is committed to implementing the provisions of this document in all its dealings with users of retail telecommunications services. He may not impose or agree, in his service contracts or otherwise, on any exceptions to these provisions unless this is expressly permitted in accordance with the provisions of this document.
When this document requires the implementation of any written procedure, it can be implemented electronically or automatically by automated systems, taking into account the rules, regulations and decisions regulating electronic transactions and what is issued by the Authority in this regard.
The provisions of this document do not prejudice the rights of the user and the obligations of the service provider under any other regulations issued by the Authority, and any regulations applied in the Kingdom.

Part 2 – General Obligations of Service Providers

Article 3 – Transparency, accuracy of information and ease of access

The service provider must at all times provide clear, up-to-date and complete information about its retail tariff in all its sales outlets, on its website, or any other channels it uses, and that information must be completely consistent with that provided in Service contracts with the user must also be consistent with the information provided to the Authority by the service provider, whether for approval or through tariff notices.
The service provider must publish clear and transparent information about the terms and conditions of any service packages it provides; Or announced, provided that it includes the following information as a minimum:
1. Explaining how to subscribe to and cancel the service/services.
2. Information about the outlets providing its services
3. Types of calls available in the package (for example, on-net, off-net, or international). Whether it is within or outside a specific contact group.
4. The number of minutes granted for each type of call available in the package.
5. Types of calls excluded from the package.
6. How to deal with minutes, the amount of data, or the remaining balance in the package; And the possibility of transferring it or benefiting from it in the future.
7. Balance expiration validity, and the mechanism for determining validity.
8. Clarification of the number of minutes, the amount of data, and how the balance will be used during or off-peak times (if there is a difference).
9. Penal conditions, if any.
10. How to provide the service if usage restrictions apply in terms of service availability and quality.
11. Situations under which usage restrictions apply.
12. Any conditions or restrictions of use that affect the use of all or part of the available service or its quality.
13. The means necessary for the user to enable him to monitor and control his use of the services on an ongoing basis.
Explaining the mechanism for applying the settlement to the user and the procedures for dealing with the impact resulting from shortcomings, errors, interruptions, or defects in the service mentioned in Section (29) of the document.

Article 4 – Marketing communications

The service provider may not carry out communications marketing to advertise and promote the purchase or use of a product or service it provides. AndThis includes marketing via automated calls or from a natural person, unless the user obtains prior consent to receive such communications. The consent included in privacy policies, service contracts, etc. is not taken into account, and the service provider must adhere to With the following:
1. The user must be contacted through the official communication channels of the service provider.
2. The communication shall be recorded taking into account record keeping requirements.
3. The identity of the recipient of the call must be verified, and that he is the owner of the number being called, or his legal representative.
4. At the beginning of the call, the service provider’s representative must disclose his name, the service provider he represents, the reason for the call, and the user’s desire to continue the call or not.
5. Clearly explain the offered service, its advantages and obligations.
6. Disclosing during the call the full price of any product or service that is the subject of the call.
7. The request for the offered service must be documented in accordance with the mechanism for activating and amending additional services and amending packages, shown in paragraph 8 of this document
8. Enabling the user to block marketing communications free of charge, at any time Through all traditional and electronic outlets.

Article 5 – Obligations related to the trial period and promotional

The service provider may not impose or calculate any fees or charges on a service package or promotional offer after the end of the free trial period for the package, or the end of the time specified for the promotional offer, unless the following conditions are met:
1. Notifying the user of the expiration date of the free trial period or the time specified for the promotional offer at least (24) hours before its expiration to make a decision to continue or not.
2. Obtaining the user’s explicit consent to the request to continue the package, or the offer after the end of the free trial period or the time specified for the offer, provided that the user has been properly notified of this, and that he reads and accepts all terms, obligations and provisions of the service.

Part 3 – Service Order

Article 6 – Request to provide the service

The user or his legal representative must be fifteen years old, and a request to establish the service in the name of a person under this age will not be accepted, even if his legal representative is over this age.
The Service Provider may refrain from providing post-paid (invoiced) services to the User; If it is proven that he is indebted to the service provider himself or if the service provider has evidence of this user’s indebtedness to another service provider, provided that this indebtedness is not the subject of an existing dispute or complaint.

Article 7 – Insurance Amount

The service provider must return the insurance amount to the user, or its remaining balance, after deducting any amount owed to the service provider for the reason for which the insurance amount was requested, through any means requested by the user, including depositing the insurance amount or its remaining balance in the user’s bank account. , or the user’s account with the service provider, as soon as the following dates:
1. The user has a debt to the service provider and is not a matter of dispute between them.
2. The presence of previous defaults in payments by the user, or in his credit record with the authority responsible for credit information.
3. If the service provider does not have any credit information about the new user.
4. Activating the international roaming service upon the user’s request.
The service provider must explain to the user = The reason for requesting the insurance amount, its amount, the method of applying it, and the period during which the insurance amount will be reserved.
The service provider must return the insurance amount to the user, or its remaining balance, after deducting any amount owed to the service provider for the reason for which the insurance amount was requested, through any means requested by the user, including depositing the insurance amount or its remaining balance in the user’s bank account. , or the user’s account with the service provider, as soon as the following dates:
1. Within (10) days from the date of expiration of the reason for requesting the insurance amount, or cancellation of the service.
2. One year has elapsed from the date of payment of the financial insurance, if this is due in one of the cases referred to in paragraphs (a), (b) and (c) of Paragraph (1) of this Article, and the user regularly pays any wages due to the service provider, and not He has any other undisputed debts with the service provider.

Article 8 – The minimum information required to be provided in the service contract

In cases of new subscription to the service or modification of the current subscription, the service contract must include, as a minimum, the following:
1. User information
  - For a natural person: full name, identification number, nationality, contact number – if any – and address.
  - For a legal person: the name of the establishment, the commercial registry number, its date, and the city of issuance, or the establishment’s identification number in the event that the commercial registry is not available for cases excluded from the Ministry of Commerce or non-commercial entities, and the information of the authorized person as described in Paragraph No. (1/A/1). ) of this Article, with the identification documents attached as determined by the Authority
2. Required service information (service or account number(s), type of service, and package description if one includes a description of the individual services it covers).
3. Credit limit for the requested service (if any).
4. Date of concluding the service contract.
5. Information of the service provider’s employee who concludes the contract on behalf of the service provider, with the employee’s acknowledgment of having seen and verified the user’s original identity when requesting the service through the personal presence of the service provider’s employee.
6. Details of the tariff and wages required for the services, equipment and devices provided, and the distinction between periodic wages and any non-periodic wages, whether at the beginning of the service contract or at the end of the service.
7. Details of the services and products and their features that the service provider is committed to providing, and mechanisms for settling amounts in the event that the service provider does not meet the service quality standards approved by the Authority or stipulated in the service contract. -If any.
8. Details of the terms and obligations on the user, and the consequences of not adhering to this.
9. Details of any discounts or offer/s, including its validity period, and any conditions or obligations that will apply to the user during the discount or after its end.
10. Details of any usage restrictions for the services provided under the service contract, and any fees that apply when those restrictions are exceeded.
11. The duration of the service contract, and the conditions for its extension, whether automatic or at the request of the user.
12. Dates for issuing service invoices as determined by the Authority.
13. Terms of modification and termination of service.
14. Conditions under which the service provider has the right to suspend or cancel the service, in whole or in part.
15. Any mechanisms, terms and conditions available for transferring the remaining balance between different types of service subscriptions with the same service provider.
16. Provider information about any of the following:
  - Its complaints procedures, including contact details for the service provider’s complaints department; Without prejudice to the procedures stipulated in this document.
  - Procedures for escalating complaints to the Authority.
  - The user from the business sector must register with the Authority if he provides call center services, and adhere to the regulations issued by the Authority in this regard.
All information referred to in Paragraph (1) of this Article must be provided in accordance with the following:
1. Be in easy and clear terms.
2. It should be available in Arabic and English.
All information referred to in Paragraph (1) of this Article must be documented by the service provider in the service contract and the user’s approval must be obtained in accordance with what is issued by the Authority in this regard.
The service provider must provide the user with a copy of the service contract Once it is activated and sent to the service number, to the user’s registered email for mobile services, to the user’s chosen number and to his registered email for fixed services, After completing the required information set forth in this article, and retaining the contract according to the retention period specified in this document.
When there is any dispute, the service provider has the burden of proving that the user agrees to the terms and conditions of the service contract related to the dispute.
The service provider does not have the right to ask the user to pay any financial amount before the number authentication process is successful, in accordance with the regulations issued by the Authority.

Article 9 – Additional Services and Modification of services and packages

The service provider must provide procedures and means. Electronic Easy enables the user to request the addition, modification or cancellation of any additional services, or individual services included within the service packages provided to the user, or to request modification of the basic package, or to convert post-paid services to pre-paid or vice versa, and does not require the user to attend in person.
The service provider must provide procedures. Telephone Easy enables the user to request the addition, modification or cancellation of any additional services, or individual services included within the service packages provided to the user, or to request modification of the basic package, or to convert post-paid services to pre-paid or vice versa, and does not require the user to attend in person.
In addition to what was mentioned in Article (10-1), the service provider must create a unified mechanism that enables the user to unsubscribe from additional services, via SMS, according to the following:
1. Sending a message containing the letter (gh) for services provided in Arabic, or the letter (U) for services provided in English, to the service number subscribed to
2. When the subscribed service includes several services and the subscriber wishes to cancel one of them, this is done as follows:
  - Unsubscribing from services provided in Arabic shall be done by the subscriber sending a message containing the letter (gh), leaving a space, then (service subcode) to the service number to which he subscribes.
  - For services provided in the English language, the subscription is canceled by sending a message containing the following text: (U, then space then service command) to the subscribed service number.
The service provider must document the user’s request for any service, obtain his approval with its features, terms, conditions, and prices, in accordance with what is issued by the Authority in this regard, and save that according to the preservation period specified in this document.
The service provider must provide the user with a document indicating the type of request, the information set forth in Paragraph No. (2) of this Article, and the time and date of the service provider’s implementation of the request.
The service provider must provide the user with a copy of the service contract when modifying the basic package, or converting the postpaid service to prepaid and vice versa.
The service provider must not automatically activate the Internet service based on usage outside the packages without a request to activate it from the user.
The service provider must verify the user’s request to convert the sub-SIM into a main SIM by sending a verification code (OTP) to the main SIM number, provided that the sent message includes the notification that completing the process of converting the sub-SIM into a main SIM will result in converting all procedures It is currently done via the SIM, including text messages containing passwords (OTP) for government and electronic banking services to the SIM that is required to be activated as the primary SIM.

Article 10 – Validity and amendment of service contracts

The service contract begins from the date the user starts the service.
Except for what is stipulated in this Article, it is not permissible to set a minimum term for the service contract that is binding on the user. If the service provider wishes to specify a minimum term for the contract, he must obtain the prior approval of the Authority in accordance with the regulations of the Authority regulating the approval of tariffs, provided that In this case, it explains the mechanism for calculating early cancellation fees for the contract, and obtaining the user’s approval for the minimum duration of the contract.
The service provider is not entitled to make any amendments to the contract that are not in the user’s interest except in accordance with the following conditions:
1. Authority approval of the amendment.
2. The expiry of at least one year from the date of establishing/activating the service for the user, or the expiry of the minimum contract period, whichever is higher, unless the Authority decides another period.
3. Notifying the user of the amendments 60 days before the effective date of the amendment, or as decided by the Authority.
4. Obtaining the user’s approval of his desire to continue the service contract in accordance with the new amendments before they enter into force.
5. The service provider must document the user’s approval of the amendments, save it, and provide the user with a copy of the amended service contract, as set forth in Article Nine of this document.
If there is a minimum contract, the service provider may give the user a choice between his desire to continue the service according to the current contract until the end of the minimum, or cancel the contract or transfer his number to a service provider for another operator without any financial compensation incurred by the user due to early cancellation of the contract.
If the user does not agree to these amendments or requests to modify the service according to the packages available by the service provider, the contract will be considered canceled as of the date the amendment takes effect.

Article 11 – User Obligations

The user may not use the services, equipment, programs or other products that he receives from the service provider, or allow them to be used or modified in violation of any regulations applied in the Kingdom or the terms and conditions of the service contract, and the user is responsible for the illegal use and its consequences.
The user is responsible for protecting his internal network from any irregular intrusion, whether through calls or his data traffic.
The user must pay the insurance amount, and any amounts of periodic and non-periodic fees owed to the service provider; Within the time specified in the service contract.
The user is obligated – in cases where the service provider provides terminal devices at the user’s location – to allow persons authorized by the service provider to enter the buildings and sites occupied by the user, or under his control, and to allow them to remain in those sites to the extent required. For the following purposes:
1. Carrying out repair or inspection work for any telecommunications devices and equipment, or any devices and equipment related to providing a specific service to the user.
2. Installing any communications devices and equipment within the site; To provide, withdraw, remove, maintain or replace the Service to the User.
The user is committed to the required licenses for the programs used in devices and equipment, including taking into account intellectual property rights, or any other rights required related to providing any services, or installing or using any equipment on his site (this includes telecommunications devices and equipment) throughout the period of providing the service. Or make it available to the user.
The User is responsible for communications originating from his or her telecommunications devices or equipment, and for using them correctly; He bears the costs thereof, regardless of the identity of the person who made or accepted the communications. The user may file a complaint about communications charges that he does not believe were issued by his communications devices or equipment.

Part 4 – Service Providers Obligations to Users

Article 12 – General Obligations

The service provider must provide multiple free and easy channels for communication between itself and the user of its services and products according to the following as a minimum:
1. A voice communication method through which the user can reach the service provider’s employee.
2. Electronic means of communication that enable the user to reach the service provider’s employee.
3. Establishing indicators to measure the performance of communication centers with users, the extent of users’ satisfaction with them, and addressing the causes of any decline in the level of service provided to prevent its recurrence.
The service provider must limit communication with users to be through the unified customer service number announced to users, and if he wishes to communicate with users from different numbers other than the unified number, he must activate a feature that enables the user to identify the caller’s identity.
Taking into account the provisions of Article Six of this document, the service provider must provide its services; For any person who applies for it unless it is not possible to submit it for real and proven technical or regulatory reasons.
The service provider must, after the user requests a service delivered to him at his location, provide an electronic means that enables the user to track the request and clarify its status and the expected time of delivery.
The service provider must provide its services in accordance with the terms and conditions agreed upon with the user and compatible with the provisions of this document, and what is stipulated in its obligations in accordance with the Authority’s regulations.
The service provider must provide its services to all users according to the same terms and conditions, without any differentiation or discrimination with regard to their features, and this includes in particular.
1. Fees and fees for services provided.
2. Quality of service provided.
3. Time to provide the requested service.
4. Any conditions issued by the Authority.
When the user and the service provider conclude a service contract that includes obtaining a device, the service provider does not have the right to restrict the user’s use of the device or limit its use to the segments issued by the service provider only, except after the Authority’s approval.
The service provider must verify the provision and activation of the services requested from the user and prove this upon request.
The service provider must provide a free service via SMS, website, and call on the automated voice response system that enables the user to know the numbers documented on his ID number with the service provider.
The service provider must enable the user to know the numbers documented on his ID number, in accordance with the mechanism specified by the Authority.
The service provider must not make any changes to user numbers except in accordance with the provisions and procedures stipulated in the relevant Authority regulations.
To distinguish between calls made within the mobile communications network and calls made outside it, the service provider is obligated to take the necessary measures to provide the user notification service when making outgoing calls outside the mobile communications network.
The service provider must provide sufficient outlets to serve users, taking into account the geographical spread and distribution of users, and working hours according to the seasons. The Authority may, if it deems it appropriate, issue rules in this regard by decision of the Governor.
The service provider must measure the satisfaction of its service users, follow up on their opinions, requirements and experiences, and find solutions to raise their level of satisfaction and improve their experiences.
The service provider must prepare and implement plans and programs to raise users’ awareness, and publish their rights and obligations on its website and outlets for providing its services, in accordance with the requirements determined by the Authority.

Article 13 – Continuity Service and repair of faults

The service provider must repair service malfunctions as soon as they are discovered by him or when the user informs the service provider of the malfunction of the service provided, whichever comes first, and ensure that no financial fees are charged to the user during the period of interruptions and malfunctions.
The service provider bears responsibility for the proper functioning and repair of any of its network elements outside the user’s sites, and its devices necessary to provide the service, including connections and equipment that were installed or provided by the service provider inside the user’s site, or were among its obligations upon agreement with The user, and the service provider bears the maintenance and repair expenses required for its network and all equipment. For any reason, including due to the natural obsolescence of networks and devices related to providing the Service.
When the service provider receives a malfunction report from the user, he must send the user via text message to his mobile phone number the following:
1. The report number registered with the service provider.
2. The time required to repair the fault.
3. The date and time of the visit to his website – if necessary – taking into account the user’s time.
4. A verification number to ensure the malfunction is corrected. The user is required to close the maintenance request.
5. The settlement amount for financial compensation during the holiday period – if any.
6. Notifying the user after completing the malfunction repair.
The Service Provider must inform the User in advance of any required work related to maintenance or improvement of the requested service, if such work is likely to lead to disruption of the service to the User or a request to enter its premises.
Before contacting the service provider, the user must verify the connections and equipment he is responsible for within his site. This does not include connections and equipment that were installed or provided by the service provider inside the user’s site, or were part of the service provider’s obligations upon agreement with the user.

Article 14 – Maintaining the Privacy of User Data and Communications

The service provider must adhere to the regulations and decisions issued by the Authority or any competent authority regarding maintaining the privacy of users’ data.
The service provider is obligated to take all necessary measures and arrangements to ensure the protection of the confidentiality of the user’s personal information and documents and to prevent unauthorized access, viewing, and disposal of them, including preparing policies related to protecting the confidentiality of that information and documents and submitting them to the Authority for approval, in accordance with the relevant statutory provisions.
Taking into account the relevant legal provisions, the service provider may not disclose the user’s information or documents except with his approval.
Taking into account the relevant regulatory provisions, when the user’s information or documents are exposed to a violation – in any way – the service provider must take all necessary measures to protect the user’s information and documents and immediately notify the Authority and the user of the details of the incident.
Without prejudice to the relevant statutory provisions, the service provider is obligated to retain the user’s information and documents for the period determined by the Authority, and that period is calculated from the date of the last service provision. In the event of a dispute regarding the service between the user and the service provider, such information and documents must be kept until the dispute ends user and the service provider, such information and documents must be kept until the dispute ends.
The service provider is obligated to maintain the confidentiality of the user’s communications and data that is sent or received through its public communications networks, and not to allow any of its employees, affiliates, or others to view, listen to, or record them except according to justifications. Regularity.

Article 15 – Invoices

The service provider must provide free and easy means that enable the user to monitor the consumption of the services he uses.
The service provider must invoice post-paid services at the end of each calendar month.
The service provider does not have the right to invoice fees for any service in advance for post-paid services, or to demand them from the user until after the end of the billing cycle.
The service provider must provide the user with clear, correct, and detailed invoices in Arabic or English – according to the user’s choice – and send them electronically – without charge – while enabling the user to access the service provider’s electronic systems and obtain a copy of the detailed invoices for a period of no less than two years. Ten (12) months from the date of issuance of the invoice, and making it possible to save or print it.
The Service Provider may not demand from the User any amounts in excess of the wage costs applicable to the services it provided at the User’s request.
The service provider must include the following information in the invoice at a minimum:
1. User account number details and additional services.
2. Service details and usage details or reports.
3. Invoice Date.
4. Date of cancellation for non-payment and date of service suspension.
5. Details of non-regular wages.
6. Details of periodic wages, for each service separately.
7. Credit limit.
8. The address.
9. Settlement amount, if any.
10. Loyalty program, if any.
11. Any other financial compensation for providing the service, if any.
12. Any other financial compensation for providing the service, if any.
13. Insurance amount, if any.
14. A statement of the user’s right to review the invoice and to submit an objection to the wages contained therein within 60 days from the date of its issuance.
15. Means of filing a complaint with the service provider.
Methods of submitting complaints with the service provider. The service provider must keep the details of the invoices issued, according to the period specified in this document, and the burden falls on him to prove the accuracy of the amounts contained in the invoices when there is any dispute about them.
The service provider must provide the user with evidence of receipt of any amount paid; Indicating the type of service, its number, the user account number that was paid, the payment amount and its date, and saving the document for the duration of saving the relevant invoice.
The user has the right to object to the fees for the service that he believes was not issued from his number, or that he requested it, and he does not then have to pay the fees that were objected to; Until the objection is decided, and in this case the user must pay the amount stated in the invoice that he did not object to, within the payment date indicated on the invoice.
The user has the right to object to the validity of any fees included in the invoice within a period of (60) days from the date of issuance of the invoice, or from the date of the user’s knowledge of it if he did not prove his knowledge at the time of its issuance. It is the responsibility of the service provider to prove that the user is aware of the issuance of the invoice.
The user is not responsible for paying any previous fees that were not invoiced correctly, in whole or in part, except in the following cases.
1. The amounts are correct for periodic or non-periodic wages, provided that they are invoiced and claimed by the user within (60) days from the date the amount is due.
2. The amounts are correct for the fees for using the service while roaming internationally, if they are invoiced within (60) days from the date of use.
The service provider may – upon the user’s request – find a written agreement with him to pay in installments, so that it is appropriate and enforceable, provided that the service provider guarantees the following:
1. The amount of the single installment for the wages mentioned in Paragraph No. (11/A) of this Article shall not exceed the value of the credit limit for the period in question, unless the user wishes to pay a higher amount.
2. b. It shall not exceed the amount of one installment for the wages mentioned in Paragraph No. (11/B) of this Article; Twice the value of the credit limit for the period being claimed, unless the user wishes to pay a higher amount.
3. The installment amount does not fall within the credit limit of the bill.
4. The service provider must keep a copy of this agreement until the full amount subject to the agreement is paid.
The service provider must take all measures to verify the accuracy of the amounts claimed by the user before listing his name as a defaulter in the systems of credit information companies, including – but not limited to:
1. There is no suspicion of fraudulent behavior on the part of the service provider, its employees, agents or distributors.
2. There are no open complaints regarding the amount of the invoice or the establishment of a service.
3. Not violating any of the Authority’s regulations, for example but not exclusively: billing amounts after cancellation requests or illegally deducting amounts that exceed the credit limit
4. The service provider must notify the user of the amounts due from him, via a text message sent to his number registered on the Absher platform after (50) days from the date of issuance of the invoice, which includes a reminder to him of the amounts due, their reason, the date of payment, and the consequences resulting from failure to pay, including This includes the possibility of listing him as a defaulter in the systems of credit information companies.
5. The service provider must immediately update the user’s status, in the credit information companies’ systems, as soon as the reason for his inclusion disappears.
6. If a user is included in the credit information companies’ systems, in violation of the procedures stipulated above, the service provider must immediately update the user’s status in the credit information companies’ systems. This does not exempt the service provider from applying the regulatory procedures against him as a result of his violation.
The service provider may transfer any amounts due that have not been paid by the user, which resulted in cancellation of the service, to any other account belonging to the user with the service provider unless it is a matter of dispute, with the user having to be notified before making the transfer, and the transferred amount does not fall within the credit limit. For the invoice in which it is included.
The service provider must return to the user any amounts owed to the user by the service provider, within (10) days at most from the date of the user’s request or discovery if the user requests that the amounts be transferred to his bank account, or within (5) five days at most. If the user requests it to be added to any of his accounts with the service provider.

Article 16 – Controls for Prepaid Services

Without prejudice to the provisions contained in this document, the service provider must provide clear information to the user about the terms and conditions of prepaid services.
The service provider must provide free means that enable the user to use prepaid services; From monitoring the consumption of the services used on an ongoing basis.
The service provider must notify the user of free prepaid services when 80% of his balance is consumed. At least two days before the expiry of the package validity period, This is done through a short text message sent to that user, or by any other appropriate means.
The service provider must specify the recharging channels for prepaid services and the validity period of subscribing to them.
After each recharge of the prepaid services balance, the service provider must notify the user, free of charge, by SMS or by any other available means, of the value of the new balance, and the validity period of the subscription.
The service provider must provide mechanisms, terms and conditions that allow the remaining balance to be transferred between different types of service subscriptions with the same service provider.
The service provider must provide information on how to dispose of the remaining balance for prepaid services in cases of expiration of the subscription validity period, transfer of the number or cancellation of the service.
The service provider must provide clear information on how the user can benefit from additional services for prepaid services.
The service provider does not have the right to cancel the service before the end of the subscription period without a legal reason that allows him to cancel the service.

Article 17 – Credit Limit

The service provider must determine the credit limit and include it in the service contract according to what it deems appropriate for it. It may not be raised except by the user’s request, and the service provider must respond to the user’s request to reduce the credit limit, taking into account that the credit limit after the reduction should not be less than the minimum value of the package. If the user requests to modify his package to a package with fees higher than the credit limit, this means that the credit limit will automatically be raised to the value of the new package as a minimum.
The service provider must; Notifying the user when 80% of his credit limit has been consumed for the relevant period, through an SMS message sent to the user, or by any other documented means.
The service provider must notify the user when 80% of the subscribed internet package is consumed via an SMS.
The service provider must suspend the service as soon as the amounts requested by the user reach the agreed upon credit limit. The user can request a return of the service and be given a grace period for payment not exceeding (5) working days, provided that his consumption during this period does not exceed 10% of his credit limit.
The service provider must suspend the Internet service immediately after the user consumes the entire capacity of the Internet package subscribed to. The user must be notified via SMS of the suspension of the service, how to restore it, and the cost of using the Internet without the package if he so desires.
The total value of the bill must not exceed the amount of the credit limit, except for what is stated in this document. If the user does not pay the amounts due, the service will continue to be suspended during the next billing cycle and only periodic fees will be calculated in the next bill.
Service suspension due to exceeding the credit limit is limited to non-periodic fee services, but services whose use is counted within periodic fees are not suspended, such as unlimited internet packages and unlimited calling, for example.
The following are excluded from being subject to the credit limit, but are limited to:
1. Charges for the last call initiated before reaching the credit limit.
2. Fees for using the service while roaming internationally. This does not include using the Internet while roaming.
3. An increase not to exceed 10% of his credit limit in the event that the user requests the return of the service after it has been suspended until the credit limit has been reached.

Article 18 – International Roaming

The service provider must not automatically activate the international roaming service for the Internet service based on usage outside the packages without a request to activate it from the user.
The service provider must notify the user via free SMS in Arabic and in English (unless the user chooses one language), immediately after connecting to the network of another mobile telecommunications service provider while roaming internationally, of the following:
1. Tariff for receiving voice calls.
2. The tariff for making voice calls to another service number that uses a number affiliated with a service provider in the Kingdom.
3. The tariff for making a voice call to another service number that uses a number affiliated with a service provider in the roaming country.
4. The tariff for sending an SMS to another service number that uses a number affiliated with a service provider in the Kingdom.
5. The tariff for sending an SMS to another service number that uses a service provider’s number in the roaming country.
6. Tariff for using the Internet in the same international roaming area
7. Any usage restrictions while roaming internationally, their use will result in an increase in bill amounts.
8. Clarifying the unit of calculation for each service tariff, provided that the international roaming service tariff sent to the user is in Saudi riyals.
9. Explaining that the quality of service in mobile telecommunications networks in other countries depends on the service provider in the roaming country.
10. Displaying the packages provided by the service provider to the user in the roaming country, their features, and how to subscribe to them.
The service provider must notify the user of any change in prices; before applying it to the user.
The service provider must put in place the necessary measures to protect the user in border areas from automatic international roaming on the network of a service provider in another country.

Article 18- Local Roaming

Service providers holding a unified license must do the following:
1. Automatic activation of voice services and Internet services for local roaming without requiring payment from the user.
2. Notifying the user via a free SMS in Arabic and English – unless the user chooses one language – when he connects to the network of another mobile communications service provider while roaming locally, according to the mechanism determined by the Authority.
3. No additional financial charge is charged for enabling the user to benefit from local roaming.

Article 19 – Possibility of Porting Numbers

The user has the right to request the transfer of the service number from one service provider to another service provider, and the service provider is obligated to fulfill his request in accordance with the Authority’s regulations related to number transfer.
The User has the right to request the transfer of fixed telecommunications services; From one site to another, the service provider must fulfill his request according to the available technical capabilities and in accordance with the Authority’s regulations in this regard. The service provider must suspend the service and not charge any fees for the service from the date of the request to transfer the service until the date of its activation in the new location.

Article 20 – Waiver of Service

The user may assign the service to another person, provided that the conditions for providing the service are met by the assignee, and the service is established for the assignee in accordance with Articles Five, Six and Seven of this document.
The service provider may reject the waiver request if there are any unpaid dues to the service provider on the service subject to the waiver or on the assignee, except in cases where those dues are in dispute due to the user’s objection to them.
The service provider must provide the user with proof of his assignment of the service to another person, including the details of the assignment and the date of enforcement of the assignment.

Article 21 – Suspension and Cancellation of Services

The service provider must facilitate the procedures for requests to suspend, waive or cancel the service, or transfer it to another service provider, and must allow the user or his legal representative to submit requests from Through all outlets providing its services, including telephonic call, And Electronic means And autoresponder Personal presence at all outlets providing services, not limiting them to specific means, and not obliging the user to be personally present.
The user has the right to request cancellation of the service, and the service provider must implement his request and not charge any fees for the service requested to be canceled starting from the date of submitting the request. This is without prejudice to the company’s right to claim any legal amounts incurred on the service before the date of requesting its cancellation.
The user has the right to request suspension of the post-paid service for a period not exceeding (12) twelve months. During the suspension period, no financial compensation is calculated except for the service suspension fees approved by the Authority. If there is a minimum for the service contract; The service provider may extend the commitment period for a period equal to the service suspension period, and the service provider must notify the user of this.
The service provider has no right not to implement the user’s request to suspend or cancel the service due to the user having amounts owed to the service provider.
The presence of a minimum contract does not obligate the user to continue the service if he wishes to cancel it, and this does not prejudice the service provider’s right to demand from the user the financial amounts that may be imposed in the event of cancellation of the service due to the user before the end of the contract period.
The service provider must document the user’s request to suspend or cancel the service, obtain his approval before executing the request, and save it according to the storage period indicated in this document.
The service provider must provide the user with evidence of his request to suspend or cancel the service, indicating the date the request was submitted.
The service provider must suspend or cancel the service in the following cases:
1. If he receives a request for suspension or cancellation from the Authority.
2. If a suspension or cancellation request is received from the user.
3. If the user’s legal status changes, including the user’s death, the expiration of the ID expiration date, or the non-citizen leaving the Kingdom permanently, within (3) days from the date the service provider becomes aware of the change in legal status, except in the case of death, which shall occur within a period of (30) days – Unless the Authority decides otherwise – during this period the heirs may submit a request to transfer the service to one of the heirs, provided that the transferee in this case bears all obligations resulting from the service being transferred.
4. The user does not respond when requested to update his information, or it is proven that the user provided incorrect data or information, or the service was established in violation of the Authority’s regulations.
5. If the user – with regard to the fixed telecommunications service – is forced to leave the site where the service was established due to a request to vacate it due to force majeure reasons beyond the control of the user, then the service provider must cancel the service starting from the date on which he was informed of this, with the user not bearing any sums of money due to the cancellation.
6. Proof of misuse of the service, including causing disturbance, threat, fraud, or abuse to others, according to what is issued by the Authority in this regard.
7. (60) days have passed from the date of issuance of the invoice if the user does not pay the amounts due during that period, unless the amount is in dispute with the service provider, and the service provider is not entitled to calculate any fees after this date.
The service provider may suspend or cancel the service for the user for any of the following reasons:
1. The user’s inability to provide the insurance amount requested by the service provider in cases where insurance may be requested, in accordance with what is stated in this document.
2. The user’s non-compliance with the provisions of the deferred payment “installment” agreement for one or more installments according to the service provider’s deferred payment plan in this regard.
3. The user violates any of the terms or conditions contained in this document or the service contract.
4. The user’s inability to pay the service provider’s dues, in accordance with any of the articles contained in this document, unless those dues are in dispute.
5. The subscription period for the prepaid service expires, without the user charging the service balance, taking into account what is stated in Article Sixteen of this document.
Unless the Authority decides otherwise, or if the cancellation request is from the user, cancellation of the service by the service provider must be preceded by the following procedures:
1. Suspending the service by stopping outgoing services only, for a period of no less than (15) days before the cancellation process, and ensuring in all cases that the user is able to receive incoming calls, and call emergency services and the service provider’s contact numbers.
2. Sending a notice to the user at least (5) days before the suspension or cancellation process via SMS for mobile communications services, and any other appropriate means for other services, instructing the user to avoid the reason for the suspension or cancellation, how to do so, the date of suspension or cancellation, and a message Another one day before suspension or cancellation, if the reason for suspension or cancellation persists.
3. The user is given a period of no less than (25) days to pay before the service is suspended, starting from the date of issuance of the invoice, unless the reason for the suspension is that the invoice amount reaches the credit limit.
Cancellation of the service does not exempt the user from the following:
1. Pay all amounts due to the service provider for that service.
2. Immediately return all peripheral communications devices to the service provider, if the service provider secures them for the user, and this was agreed upon in the service contract, taking into account damage resulting from normal use.
If the service provider suspends the service due to a legal justification, he is not entitled to charge any fees to the user other than the service suspension fees approved by the Authority for the period in which the suspension occurred.
The service provider must restore the service immediately when it becomes clear that there is an error or that the action taken to suspend or cancel the service is incorrect, and no later than the next business day from the date of discovery of the error or the incorrectness of the action taken, at most, unless force majeure circumstances prevent the service provider. of doing so. It is not permissible to charge an amount to restore the service in this case, and the user is also exempted from paying periodic fees for the period of suspension or cancellation.
The service provider must restore the service that was suspended when the reasons for the suspension disappear immediately, and no later than the next business day at the latest, unless force majeure circumstances prevent the service provider from doing so. In the case of cancellation due to the user’s request; The service will not be returned to him except upon his request. In this case, this request will be treated as a new request, and the service will be returned according to the availability of the technical capabilities of the service provider. The service provider is not obligated in this case to return the service with the same previous number.
The service provider may not suspend or cancel the user’s other services due to the presence of debt on another service, unless the debt is added to the other services in accordance with Paragraph (13) of Article Fifteen of this document.
The user does not have the right to ask the service provider to recover the fees for establishing services when they are canceled for non-payment, at the request of the user, or under a legal reason.

Article 22 – Special rules for the user with disabilities

The service provider must; Providing services that suit the needs of the user with disabilities, and ensuring his access to these services on an equal basis with other users, in order to achieve in particular the following for them:
1. Possibility of free access to service information and directory inquiry services.
2. Physical access to publicly available service provider facilities.
3. Providing an electronic means of communication in sign language for the deaf and hard of hearing (speaking to the deaf).
4. Access to speech services for the deaf, to make or receive voice calls partly or entirely in written text.
5. Easy, free and continuous access to emergency services through special numbers or private SMS services.
6. Priority in breakdown repair services.
7. Issuing invoices and other transactions in a format accessible to the visually impaired user, if requested.
8. Facilitating the procedures for accepting the service provider and managing the bills of the user with disabilities by a third party.
9. Training the service provider’s customer service employees in order to properly deal with the user with disabilities.

Article 23 – Special Rule for Users from the Government and Business Sectors

The service provider must provide the following to the user from the government and business sectors:
1. Determine the means of communication with the account manager according to the service provider’s policy in providing it, and inform the user if it changes.
2. Verifying the regularity of the commissioner and the powers delegated to him.
3. Providing and making available systems and programs that enable the delegate to view details of the services provided, invoice details, and usage reports, and manage these services according to the delegated powers.
4. Providing a service level agreement that includes, at a minimum, the following:
  - Information, features, prices and terms of the service.
  - Methods of communication and escalation.
  - Billing and payment procedures and periods.
  - The minimum quality of services provided.
  - Maximum fault repair period.
  - Responsibilities and obligations of each party.
  - Settlements resulting from breach of obligations and the service level agreement.
The service provider must develop a guide for users from the government and business sectors that includes all requirements and procedures related to services and the mechanism for dealing with them in a clear and transparent manner that is published on the service provider’s website.
As an exception to what is stated in this document, the following provisions apply to users from the government and business sectors:
1. Financial insurance: The service provider may agree with the user of the government sector and the business sector on alternative mechanisms, conditions and means of financial insurance.
2. Service Request: The procedures for providing services to the government sector are applied according to what is issued by the competent authorities regarding the procedures for requesting the provision of services to government agencies – if any.
3. Providing the service: The service provider must determine the time for providing services that require time to implement if the user’s site is ready and the infrastructure that supports providing the service is available to him. However, if the user’s site is not ready or the infrastructure does not support the implementation of the service, the duration depends on the agreement. With the user, provided that each party carries out its responsibilities in accordance with what is agreed upon in the service contract.
4. Invoices: The service provider may agree with the government and business sector users on the period for issuing invoices, claims, and payment mechanisms regarding them.
5. Cancellation of the service: The service provider may agree with the user of the government sector and the business sector on a mechanism for suspending or canceling the service due to non-payment other than what is stated in these, taking into account the instructions issued regarding government agencies.

Part 5 – User Complaints

Article 24 – Complaints Handling Procedures

The service provider must establish a special department to receive, manage, and process user complaints related to its services.
The user has the right to submit his complaint to the service provider within (60) days of any of the following dates:
1. The date of the last incident that caused the complaint to be submitted, or the date of issuance of the objectionable invoice if the complaint relates to the invoice.
2. The date on which the user became aware of the incident or the issuance of the invoice, if it turns out that the user was not aware of the invoice or the incident at the time.
According to the Authority’s discretion; A complaint may be made by a person acting as an agent of a group of users; Provided that the following is taken into account:
1. The complaint must be based on the same material facts and its legal basis.
2. The person who filed the complaint must provide proof of his legal representation of the group.
The service provider must address the complaint within a period not exceeding (5) days from the date the user submits his complaint to the service provider.
The service provider must establish specific and clear procedures for handling user complaints, ensuring that they are addressed according to the period specified in Paragraph No. (4) of this article, while adhering to the following:
1. The service provider’s complaint processing procedures must be carried out according to an electronic system, in which all complaint processing procedures are preserved and documented.
2. Complaints must be submitted through all means, including telephone contact, personal presence, and other electronic means. The service provider does not have the right to oblige the user to use only one means of submitting his complaint.
3. The user must be provided with a reference number for his complaint.
4. After submitting the complaint, the user must be informed of the expected period for processing the complaint via text or electronic message. If the expected period expires before the complaint is processed; The user must be informed of developments in the processing of his complaint and the new expected period for its completion, taking into account the statutory period for processing the complaint.
5. The service provider must provide the user with a detailed and clear written response about the outcome of his complaint via text or electronic message, and not be satisfied with brief phrases such as the phrase (the complaint has been addressed).
The service provider must publish the means for receiving complaints and the procedures for handling them on its website and in the service provision outlets, clearly and in a prominent place, in both Arabic and English.
The service provider must stop the user’s claim for the amount whose authenticity is contested, whether the objection is before him or before the Authority, and must not suspend or cancel the service because of the objected to amount, until the complaint submitted to him or submitted to the Authority is completed, and this does not exempt The user is entitled to pay the unobjected amount within the payment period specified in the invoice.
The user may submit to the Authority a complaint in which a solution has not been reached with the service provider within (180) from the date the service provider closes the complaint, or the expiration of the specified period indicated in Paragraph No. (4) of this article, and the Authority may exceed this period. The period in cases in which it becomes clear that there are realistic reasons that prevented the user from submitting his complaint to the Authority during that period.
The Authority may not accept consideration of the complaint when there are valid reasons for doing so, for example:
1. If the subject of the complaint is beyond the authority’s jurisdiction to consider.
2. If the subject of the complaint has previously been decided, whether by the Authority or a competent judicial authority.
3. If the user has the same complaint and it is still pending before the Authority or a competent judicial authority.
4. If the user submits his complaint after the expiry of the specified statutory periods, other than what is excluded therein.
5. If the complaint is unrealistic or incomplete, or is based on incorrect requests, or does not meet the conditions for acceptance.
6. If it becomes clear that the complaint contains any inappropriate statements.
The Authority may request from the service provider or user any data or documents regarding the complaint before it, and they must provide the Authority with what is requested according to the periods specified by the Authority.
The Authority shall terminate the complaints it has escalated within a period not exceeding (30) days from the date of its escalation, unless the nature of the complaint requires the need for more time, in which case the user shall be notified of that. The following shall be considered termination of the complaint unless the Authority decides otherwise:
1. Consensus between the user and the service provider at any stage of complaint processing.
2. The user accepts the statement or solution provided by the service provider, and the user’s failure to respond with an objection within the time specified by the Authority is considered an implicit acceptance of that.
3. The user leaves his complaint, and the user’s failure to respond to the authority’s requests within the specified time is considered abandonment of his complaint.
4. The Authority issues a decision to decide the complaint.
5. The user requests that his complaint be closed at any stage of its consideration.
The Authority shall decide on the complaint and issue its decision according to the documents available to it, and it may request additional information from one or both parties.
The Authority may combine complaints related to the same subject matter and the same material facts, in order to make a single decision regarding them.
The Authority may receive a user’s complaint that is not related to specific obligations of the user on the service provider stipulated in the Authority’s regulations or the service contract, whether for the purpose of improving the quality or provision of services or for other reasons. The Authority shall establish procedures to address it contrary to what is stated in paragraphs 11 and 12 of this law. Subject.
The service provider must implement the Authority’s decision issued in the complaint, immediately after being notified of it, and not exceeding the period specified by the Authority.
The service provider must take corrective measures to address the causes of complaints and ensure that they are not repeated.
The Authority may refer the service provider to the Committee for Reviewing Violations of the Telecommunications System if it becomes clear to it upon examining the complaint that it violates the Authority’s regulations.

Article 25 – Complaints against a service provider who relies on another service provider

The service provider is not exempted from its obligations to address user complaints in accordance with the provisions of Article Twenty-Four of this document if the user’s complaint relates to matters under the control of another service provider (the hosting service provider); Which the service provider relies on to the user to provide its services in accordance with its license.
The service provider must receive the user’s complaint referred to in Paragraph (1) of this Article and address it in coordination with the hosting service provider.
The service provider must clarify in its service contracts, if it relies on the networks or services of another service provider.

Article 26 – Preservation

The service provider must keep any contracts, records, documents, invoices, etc. requested from him in this document for a period of no less than (12) Gregorian months, according to the following:
1. Service contract and amendments to it: The period begins from the date of expiration of the service contract and payment of its full dues, and the absence of any dispute between either party regarding the service contract.
2. Documents for additional services, provision and activation of services, transfer and waiver of service, suspension and cancellation of service: The period begins from the date of submitting the application.
3. Invoices: The period begins from the date of issuance of the invoice, unless there is an existing dispute regarding that invoice. The service provider is obligated to keep the invoices until the date the dispute ends. The service provider must also keep invoices that have not been paid partially or completely after the end of (12) months from the date of their issuance until they are paid.
4. Subscription records for prepaid services: The period begins from the expiration of the subscription validity period, unless there is an existing dispute regarding this subscription. If there is a dispute over this subscription, then the service provider must keep the records until the date the dispute ends.
5. The complaint submitted by the user and all procedures taken on it: The period begins from the date of closing the complaint.

Part 6 – Settlement and Treatment of Damages

Article 27 – Settlement and Treatment of Damages

The service provider’s responsibility towards the user shall arise in cases decided by the Authority according to the facts of the case before it, including, for example, the following:
1. Service interruption, delay, defects or failures in transmission, communications, or quality of service approved by the Authority.
2. The service provider is unable to prove the accuracy of the amount that is the subject of the user’s complaint.
3. The service provider is unable to prove the validity of the action taken in accordance with what was issued in this document.
4. The user subscribes to a service based on an advertisement or information issued by the service provider that turns out to be incorrect, or misleading to the user.
5. The service provider violates any of the Authority’s regulations.
6. The service provider is unable to prove the provision of the service according to what was agreed upon with the user, or the regulations issued by the Authority.
The service provider’s responsibility When there are shortcomings, errors, interruptions or defects in the service He must do the following:
1. Settlement of the financial fee for the service.
2. Correcting the problem in a way that eliminates its impact on the user.
3. Correcting the cause of the problem, to prevent it from recurring to another user.
4. Allowing the user to cancel the service contract or transfer it to another service provider without placing any obligation on the user.
Any action taken against the user taken in violation shall not be taken into account Authority regulations and the provisions of this document.
The provisions of this Article shall not prejudice the provision of an additional settlement stipulated in the Authority’s regulations or included in the service contract or service level agreement between the user and the service provider.
This document does not restrict the user’s right to request compensation before judicial authorities or other competent authorities if this compensation is due under the regulations in force in the Kingdom.

Article 28 – Implementation and Commitment

The service provider must put the provisions of this document into effect, and adhere to its provisions, including amending the current service contracts in effect with users, according to the period determined by the Authority.
Without prejudice to any other obligations under the Authority’s regulations, the service provider must provide the Authority, upon its request or in accordance with any periodic obligations determined by the Authority, with the data, information and documents required to prove its compliance with the provisions of this document.
The Authority has the right to carry out inspection, audit, monitoring and control operations in accordance with what is stated in the Communications and Information Technology System and its executive regulations.
The Authority may take whatever action it deems appropriate in accordance with its regulations when the service provider breaches any obligation contained in this document.