Article 12 of the Saudi Public Transport Users Regulation
المادة 12 من لائحة حقوق والتزامات مستخدمي وسائل النقل العام
The article sets out the carrier's obligations, including preparing policies approved by the Authority, training staff, an electronic complaints mechanism and register, multiple payment options, notifying eligible passengers of reduced fares, and lost-property records.
Official text (Arabic)
This article has not been amended since the law was issued.
يلتزم الناقل بالآتي:
1- إعداد سياساته المتعلقة بتقديم الخدمة وفق اللائحة، وتقديمها إلى الهيئة لاعتمادها.
2- تقديم الخدمة للركاب وفقاً لحقوقهم الواردة في اللائحة وشروط ترخيص الخدمة الذي تصدره الهيئة له.
3- تأهيل الموظفين التابعين له للتعامل مع الركاب بمهنية واحترام.
4- وضع آلية إلكترونية واضحة للتعامل مع الشكاوى والاقتراحات المتعلقة بحقوق الركاب.
5- الاحتفاظ بسجل خاص بجميع الشكاوى المستلمة وما تم في شأنها وتواريخ ذلك، وانطباعات وآراء أصحاب الشكوى عن الكيفية التي عُولجت بها شكواهم، وإتاحة هذا السجل للهيئة أو أي جهة أخرى تحددها الهيئة.
6- إتاحة منافذ متعددة لتمكين الراكب من سداد الأجرة بيسر وسهولة، بما في ذلك الدفع نقداً أو من خلال الوسائل الإلكترونية.
7- إبلاغ الفئات التي يحق لها الحصول على أجرة مخفضة بذلك عند طلب الخدمة.
8- الاحتفاظ بسجلات لجميع المواد المفقودة من الركاب التي عثر عليها أو سُلمت إليه.
9- بيان كيفية المطالبة بجميع المواد المفقودة من الركاب التي عثر عليها أو سُلمت إليه.
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 12 explained in plain English
This article sets out the carrier's obligations, the carrier being the party licensed by the Authority to carry on public transport activities, in nine items:
- Policies: preparing its policies on providing the service in accordance with the Regulation, and submitting them to the Authority for approval.
- Providing the service in accordance with passengers' rights under the Regulation and the conditions of the license the Authority issues to it.
- Training staff to deal with passengers professionally and respectfully.
- A clear electronic mechanism for handling complaints and suggestions relating to passengers' rights.
- A complaints register: including all complaints, what was done about them, their dates, and the complainants' impressions of how they were handled, made available to the Authority or any body it specifies.
- Multiple payment channels, including payment in cash or electronically.
- Informing the categories entitled to a reduced fare of this when they request the service.
- Lost-property records of items found or handed in to the carrier.
- Stating how to claim these lost items.
The seventh item lets the entitled categories know of their right to a reduced fare when they request the service, and the eighth and ninth items help passengers recover what they lost.
Article 11 requires the passenger to comply with all laws and regulations in force in the Kingdom. Article 13 establishes the carrier's responsibility for compensating damage resulting from its own errors and those of its subordinates, providing medical assistance, and its responsibility for baggage handed over to it.
Anyone with an actual problem with a carrier would be well advised to consult a lawyer specializing in civil cases and compensation.
Practical example
Reem lost her small bag on a bus in Jeddah. Under this article, the carrier must keep records of lost items found or handed in to it, and must state how to claim them, so Reem can learn the method and follow it to recover her bag if it has been found.
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 12 of the Saudi Public Transport Users Regulation
Must a transport company accept cash payment?
The carrier must provide multiple channels for paying the fare with ease and convenience, including payment in cash or through electronic means.
How do I get back an item I lost on transport?
The carrier must keep records of lost items found or handed in to it, and state how to claim them.
Does the Authority approve transport companies' policies?
Yes. The carrier prepares its policies on providing the service in accordance with the Regulation and submits them to the Authority for approval.
More articles on Carrier Obligations and Liability
- Article 13
The article obliges the carrier to compensate for damage from its own and its subordinates' errors during service, to provide medical assistance and pay treatment costs, and makes it responsible for baggage handed to it, with exemptions for passenger fault or force majeure.
1- يلتزم الناقل بالتعويض عن الأضرار الناجمة عن أخطائه -وأخطاء تابعيه- التي تلحق بالركاب أو الغير إذا كان الضرر ناشئًا عن خطأ حصل أثناء تقديم الخدمة أو بسببه. 2-
- Article 18
The article makes compensation, other than for injury or death, follow a policy set by the Authority, without prejudice to the right to resort to the courts.
دون إخلال بالحق في اللجوء إلى القضاء، تكون التعويضات -فيما عدا ما يتعلق بالإصابة أو الوفاة- وفق سياسة تضعها الهيئة لهذا الغرض.
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.