Article 33 of the Saudi Communications and Information Technology Law
المادة 33 من نظام الاتصالات وتقنية المعلومات · الفصل العاشر: أحكام ختامية
The article refers to the Implementing Regulations the provisions and procedures the Authority follows to protect the user and handle the complaints the user submits.
Official text (Arabic)
This article has not been amended since the law was issued.
تحدد اللائحة الأحكام والإجراءات التي تقوم بها الهيئة لحماية المستخدم ومعالجة ما يتقدم به من شكاوى.
This is the official Arabic wording, the only legally binding version. We do not translate the law itself; the explanation below is ours. Official source: Bureau of Experts at the Council of Ministers
Article 33 explained in plain English
This article establishes the Authority's role in protecting the user, but leaves the details to the Implementing Regulations.
What the article provides:
- The Authority has a role in protecting the user.
- The Authority has a role in handling user complaints.
- The provisions and procedures the Authority follows in this are set by the Implementing Regulations.
Who is the user? Under Article 1, any natural or legal person who uses communications or information technology services or related services, including digital content platforms, through a service provider. Individuals and subscribing companies are all users.
What the article does not specify: how a complaint is submitted, its deadlines, whether the service provider must be approached first, and how long handling takes. All of this is left to the Implementing Regulations and is not known from this text.
Before it comes Article 32, which provides for the confidentiality of calls and information sent over public networks, and after it Article 34, which regulates disputes among service providers, which are different from user complaints. A user with a complaint against a service provider can approach the Authority as the Implementing Regulations specify.
Practical example
Noura in Dammam noticed that her internet bill included charges she had not requested, and did not get a satisfactory solution from the company. The Authority has a role in handling user complaints and protecting them, and the Implementing Regulations set the procedures for this.
Translated from our Arabic explanation with machine assistance. For guidance only; it does not replace advice from a lawyer on your situation.
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Frequently asked questions about Article 33 of the Saudi Communications and Information Technology Law
Can I file a complaint against a telecom company with the Authority?
The article provides that the Authority has a role in protecting the user and handling the complaints the user submits, and the Implementing Regulations set the provisions and procedures.
Are companies considered users who may complain?
Under Article 1, a user may be a natural or legal person who uses services through a service provider.
More articles on Telecom User Rights and Complaints
- Article 29
The article gives anyone about whom the Authority has issued a decision the right to file a grievance with the Minister, under the legal procedures followed for objecting to an administrative decision.
لمن صدر بشأنه قرار من الهيئة التظلم لدى الوزير، وفق الإجراءات النظامية المتبعة للاعتراض على القرار الإداري.
- Article 31
The article provides that universal service requirements and the universal use right apply under the rules and bases set by the Implementing Regulations of the law.
تطبق متطلبات الخدمة الشاملة وحق الاستخدام الشامل؛ وفقاً للقواعد والأسس التي تحددها اللائحة.
- Article 35
The Authority is responsible for setting the controls for announcing, promoting or amending price tariffs, international roaming agreements with providers outside the Kingdom, and establishing, selling, promoting and using calling cards.
تختص الهيئة بوضع الضوابط والقواعد اللازمة لما يأتي: أ- الإعلان عن تعرفة الأسعار أو الترويج لها أو التعديل عليها. ب- الدخول في اتفاقيات مع مقدم خدمة خارج المملكة
- Article 39
The article regulates Saudi domain names, technical identifiers and the national numbering plan, allows these tasks to be delegated, and obliges service providers to allow users to port their number according to their requirements.
1- تتولى الهيئة تنظيم أسماء النطاقات السعودية والمعرفات التقنية، وتسجيلها، وتشغيلها، وتحديد المقابل المالي لخدمات التسجيل، والبتَّ في النزاعات المتعلقة بها، وال
The texts are reproduced from the official website of the Bureau of Experts at the Council of Ministers for reference; where they differ, the officially published Arabic text prevails. This content is not legal advice.