1. Contact channels
Customers can reach us via [[TO BE CONFIRMED]], [[TO BE CONFIRMED]], or [[TO BE CONFIRMED]]. An Arabic-language complaint option and Arabic-language support/chat access will be available for Saudi customers. Display actual operating hours and response arrangements at [[TO BE CONFIRMED]]; do not advertise 24/7 unless staffed accordingly.
2. How to submit a complaint
Identify the business/account, order or subscription number, issue, relevant date and desired resolution, with screenshots if useful. Do not include passwords, full payment-card numbers or unrelated sensitive personal data. A reference number will be issued on receipt.
3. Our published service targets
We aim to acknowledge complaints within 2 business days and provide an initial resolution or progress update within 7 business days after sufficient information is received. These are voluntary service-level commitments and not presented as Saudi legal deadlines. We will explain any further investigation, dependency or delay and provide a route to escalate unresolved cases.
4. Fair review and resolution
Complaints are assessed based on the order, actual service usage, logs, applicable plan, and mandatory consumer rights. Possible outcomes include clarification, technical correction, reactivation, billing correction, refund where due or another appropriate remedy. Customers will not be required to waive legal rights to obtain assistance.
5. Escalation and external authority
If the first response is inadequate, request escalation at [[TO BE CONFIRMED]] and mention the original ticket. Consumers may use the Ministry of Commerce's official commercial complaints service or its hotline 1900 where applicable. Using an official complaint route does not cancel a customer's subscription or statutory rights.
6. Contact
[[TO BE CONFIRMED]], ALFIDAONE | [[TO BE CONFIRMED]] | [[TO BE CONFIRMED]].