Service Level Agreement (SLA)
The Real Estate General Authority is committed to delivering high-quality electronic services that are available 24/7, ensuring a smooth and efficient experience for beneficiaries.
Service processing times depend on the completeness of submitted data and coordination with relevant entities.
The Authority provides multiple communication channels to support beneficiaries and guarantees the protection of their data privacy in accordance with approved policies.
Availability of Electronic Services
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Services are available 24/7.
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In the case of scheduled or emergency maintenance, users will be notified in advance.
| Channel | Description | Working Days | Working Hours |
|---|---|---|---|
| Official Social Media | Official customer service accounts – @REGA_CARES | All week | 16 hours/day (08:00 AM – 12:00 AM) |
| Physical Service Centers | Riyadh (Al-Ghadeer), Khobar (Al-Bustan), Madinah (Al-Khalidiyah) | Sunday – Thursday | 8 hours/day (10:00 AM – 6:00 PM) |
| Riyadh HQ (Al-Yasmeen) | Real Estate General Authority Headquarters | Sunday – Thursday | 8 hours/day (08:00 AM – 04:00 PM) |
| Jeddah (Al-Mohamadiyah) | King Abdulaziz Road | Sunday – Thursday | 7.5 hours/day (08:30 AM – 04:00 PM) |
| Unified Call Center | 199011 | Sunday – Thursday | 16 hours/day (08:00 AM – 12:00 AM) |
Service Processing Time
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Varies depending on the type of service.
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Begins once all required documents and conditions are fulfilled.
Technical Support Hours
| Channel | Description | Working Days | Working Hours |
|---|---|---|---|
| Official Social Media | Official customer service accounts – @REGA_CARES | All week | 16 hours/day (08:00 AM – 12:00 AM) |
| Unified Call Center | 199011 | Sunday – Thursday | 16 hours/day (08:00 AM – 12:00 AM) |
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Complaints and inquiries submitted outside working hours via the website will be handled on the next working day.
Authority's Commitments
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Provide services with high quality.
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Protect user data and privacy.
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Continuously update content and systems.
Beneficiary's Commitments
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Submit accurate and complete information.
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Follow up on requests via the platform.
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Use services only for legitimate purposes.
Reporting Issues
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The Authority is committed to addressing technical issues as quickly as possible.
- Via the Contact Us page or the unified call center.
Evaluation and Improvement Mechanism
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The Authority provides tools to evaluate services (surveys, feedback forms).
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All feedback is considered to improve service quality.