FAQ's

The service provider should address the issue within a limited period from the date of submission as per the code of practice. However, if this period has elapsed without solving the problem, or if the consumer received a non- satisfactory response, the consumer has the right to submit the same complaint directly to the Authority including all supporting documents.

Fraud complaints can be submitted directly to the concerned entity at the Ministry of Interior.

A free service is allocated which allows consumers to block nuisance messages by sending the word block followed by the sender's ID to (88444).
If the issue continues, the consumer has the right to submit a complaint to the authority.

TRA requires that all service providers have a complaints process and Code of Practice that sets out their complaints process. These should have been approved by TRA before it put into practice by service providers. You can ask your service provider to provide you with the complaint process and Code of Practice. Which are available on their website.

You have the right to ask for it, send your service provider a formal request through the call centers, shops, outlets, fax or email to customer service. If they fail to provide you with the required in the Code of Practice for Complaint Handling Procedures, you can raise a formal complaint directly to TRA.

·  A clear description of the complaint you submitted and your expectations.
·  Copies of all the correspondence between you and your service provider and if you have it, your complaint reference number.
·  A copy of your ID, so we can confirm you are the service subscriber concerned in the complaint.
·  Your full name and appropriate contact details, including your telephone number or your email, in order for the specialists to       communicate with you directly.
 

In case you filed a complaint and the complaint case remained 60 days without resolution. And/or if exhausting of the service provider's subscriber complaints procedure without resolution as per the practiced procedures to resolve complaints which are available on the service provider’s website.

You can register to receive news notifications on the Telecommunications Regulatory Authority website on the home page.

Anyone can register for the TRA's updates from inside the Kingdom or outside.

In accordance with section 3(f) of the Telecommunications Law, TRA shall, when determining to take measures that will have a material effect on a particular telecommunications market, offer interested parties the opportunity to give their opinions as to such measures within a reasonable period of time. Accordingly, TRA gives notice that it has initiated a consultation process, during which interested parties can submit their input regarding the matters listed further down.

TRA allocates numbers to telecommunications service providers in blocks. It does not allocate numbers to individual users. If you wish to obtain a special number, please contact your service provider.

No one owns the numbers. Service providers assign numbers, for subscribers based on their application for a service. The number may be re/allocated for another subscriber if it is unused currently. Please refer to your service provider for further clarification.