Complaint Channels
You can submit complaints through the following channels:
- In-App Form: Use the complaint form available within the application
- Email: [[Privacy/Support Email]]
- Phone: [[Support Phone]]
Response Timeline
- Acknowledgment: Within 1 business day
- Target Resolution: 5 business days
- Escalation Path: Available for unresolved complaints
Complaint Process
- Submission: Submit your complaint through any of the available channels
- Acknowledgment: You will receive an acknowledgment within 1 business day
- Investigation: Our team will investigate your complaint thoroughly
- Resolution: We aim to resolve complaints within 5 business days
- Follow-up: We will keep you informed throughout the process
Regulatory Routes
If you are not satisfied with our response, you may escalate your complaint to:
- Ministry of Commerce: Consumer complaint service for commercial disputes
- SDAIA National Data Governance Platform: For privacy-related complaints
What to Include in Your Complaint
To help us resolve your complaint quickly, please include:
- Your contact information
- Description of the issue
- Relevant dates and times
- Any supporting documents or screenshots
- Reference numbers (if applicable)
Confidentiality
All complaints are handled with strict confidentiality. We will only share information with authorized personnel involved in resolving your complaint.
KSA Legal References:
- PDPL & Implementing Regulations; Personal Data Transfer Regulation (SDAIA).
- E‑Commerce Law & Implementing Regulations (Ministry of Commerce).
- Electronic Transactions Law & Implementing Regulations (Digital Government Authority).
- Telehealth/Telemedicine Rules (MOH / Saudi Health Council).
- SAMA Cybersecurity Framework & PCI DSS payment security requirements.
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