Service Level Agreement - (SLA)
REGA is committed to providing high-quality electronic services, available around the clock, to ensure an easy and fast experience for the beneficiary.
The duration of the services depends on the completeness of the data and coordination with the relevant authorities.
The authority provides multiple communication channels to support beneficiaries, and ensures the protection of their data privacy in accordance with the approved policies.
Availability of electronic services
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Available around the clock (24/7).
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In the event of periodic or emergency maintenance, the user is notified in advance.
| Mode | Description | Business Days | Hours of Work |
|---|---|---|---|
| Official Social media |
Official Customer Service Social media outlets Accounts @REGA_CARES |
Days of the week |
16 h/d From 8 am to 12 am |
|
Customer Service Centers |
1. Riyadh, Al Ghadeer Disctrict, Al Oliya Street 2. Al Khobar, Al Bustan District, King Faisal Road 3. Al-Madina Al-Munawwarah, Al Khaldiyah District, King Abdullah branch road |
Sunday to Thursday |
8 h/d From 10 am to 6 pm |
|
4. Riyadh, REGA, Al Yasmeen Dist., Al Oliya Street |
8 h/d 8:00 AM – 4:00 PM |
||
|
5. Jeddah, Al Mohammadiyah Dist. King Abdulaziz Road |
7.5 h/d 8:30 AM – 4:00 PM |
||
| Unified telephone number | 199011 | Sunday to Thursday |
16 h/d From 8 am to 12 am |
Service Implementation Duration
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Varies as per the type of service
- The duration starts from the date of completion of requirements and documents
Technical Support time
| Mode | Description | Business Days | Hours of Work |
|---|---|---|---|
| Official Social media |
Official Customer Service Social media outlets Accounts @REGA_CARES |
Days of the week |
16 h/d From 8 am to 12 am |
| Unified telephone number | 199011 | Sunday to Thursday |
16 h/d From 8 am to 12 am |
Complaints and Enquiries may be submitted outside work hours via the portal. They will be addressed on the next business day.
- Communication Channels via the website
REGA Obligations
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Provide high quality services
- Protection of user information and privacy
- Continual Update of content and systems
Beneficiary Obligations
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Offer correct and valid information
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Follow-up requests on the platform
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Use services for legal purposes only
Reporting Malfunctions
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REGA is committed to address technical malfunctions as soon as possible
- Via (Contact Us) or the unified call center
Evaluation and Improvement Mechanism
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REGA provides tools to evaluate the service (Surveys-Remarks)
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Opinions and remarks are considered in improving services