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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

  • Services are available 24/7.

  • 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

  • Varies depending on the type of service.

  • 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)
  • Complaints and inquiries submitted outside working hours via the website will be handled on the next working day.

  • Contact page

Authority's Commitments

  • Provide services with high quality.

  • Protect user data and privacy.

  • Continuously update content and systems.

Beneficiary's Commitments

  • Submit accurate and complete information.

  • Follow up on requests via the platform.

  • Use services only for legitimate purposes.

Reporting Issues

  • 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

  • The Authority provides tools to evaluate services (surveys, feedback forms).

  • All feedback is considered to improve service quality.

Comments & suggestions

For any inquiry or feedback on the current page, please fill the required information.

Beneficiary support services represent a fundamental part of a unified and integrated system aimed at achieving beneficiary satisfaction by enhancing the efficiency of handling complaints, requests, and reports, while responding to inquiries effectively and efficiently. These services aim to strengthen online communication with officials at the Real Estate General Authority. This initiative aligns with the authority's commitment to improving the quality of services provided and enhancing the level of interaction with beneficiaries through official digital channels.

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Last modified date: 2025/07/10 12:07 PM

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