A government website registered with the Digital Government Authority.
A government website registered with the Digital Government Authority.
The Ministry of Industry and Mineral Resources is dedicated to delivering exceptional electronic services, ensuring the satisfaction of investors and beneficiaries through improved communication channels and prompt responses to complaints and suggestions. The Ministry is committed to developing an integrated digital environment that provides multiple channels for receiving and addressing complaints and inquiries, adhering to the highest standards, thereby enhancing transparency and credibility while supporting digital transformation in the Kingdom. This guide aims to define the quality level of services provided for receiving complaints through the available channels, specifying performance standards, working hours, and the expected response time. It also outlines the commitments of both the Ministry and beneficiaries to ensure a smooth and efficient user experience.
| # | Channel | Communication Method | Working Hours | Response Time |
|---|---|---|---|---|
| 1 | info@mim.gov.sa (mailto:info@mim.gov.sa) | Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 | Within 30 minutes during working hours | |
| 2 | Virtual Visit | visit.mim.gov.sa | Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 | Within 20 seconds during working hours |
| 3 | "Contact Us" Service | Through the official website | Available 24/7 all week | Immediate |
| 4 | Phone Call | Unified Number 199001 | Sun – Thu: 08:00 AM – 04:00 PM Available 24/7 | Within 20 seconds during working hours |
| 5 | Smart Assistant | Available on the official website | Available 24/7 all week | Immediate |
| 6 | Partner Communication Account on X | @Call_199001 | Available 24/7 all week | Within 30 minutes during working hours |
| 7 | Partners Reception Hall | Ministry HQ in Riyadh | Sun – Thu: 08:00 AM – 04:00 PM | Immediate |
Complaints and inquiries requiring human intervention (e.g., email, phone calls) will receive an initial response within 4 hours of receipt. Immediate responses will be provided through the Smart Assistant and social media channels whenever possible.
Complaints will be resolved within a maximum of 72 working hours, unless external reviews are required. In such cases, the beneficiary will be informed of the updated timeframe.
Most communication channels operate 24/7. Specialized teams are available during working hours for complex cases requiring expert intervention.
The Ministry of Industry and Mineral Resources is committed to:
| Service Provided | Response Time | Service Completion Time | Availability |
|---|---|---|---|
| Complaints | 4 hours | 72 hours | 7/24 |
| Industrial License Issuance | 4 hours | Immediate | 7/24 |
| Industrial License Modification (Establishment Phase) | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal (Establishment Phase) | 4 hours | 48 hours | 7/24 |
| Ownership Transfer | 4 hours | 24 hours | 7/24 |
| Industrial License Cancellation | 4 hours | 24 hours | 7/24 |
| Workforce Endorsement | 4 hours | 48 hours | 7/24 |
| Upgrade License to Construction Phase | 4 hours | 48 hours | 7/24 |
| Industrial License Modification (Construction Phase) | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal (Construction Phase) | 4 hours | 48 hours | 7/24 |
| Upgrade License to Production Phase | 4 hours | 48 hours | 7/24 |
| Industrial License Modification (Production Phase) | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal (Production Phase) | 4 hours | 48 hours | 7/24 |
| Customs Exemption (Raw Materials) | 4 hours | 48 hours | 7/24 |
| Customs Exemption (Equipment & Spare Parts) | 4 hours | 48 hours | 7/24 |
| Additional Customs Exemption (Raw Materials) | 4 hours | 48 hours | 7/24 |
| Import Permit for Restricted Chemicals | 4 hours | 1 business day | 7/24 |
| Export Clearance for Unrestricted Chemicals | 4 hours | 1 business day | 7/24 |
| Industrial Competitiveness Program Enrollment | 4 hours | 10 business days | 7/24 |
| Adding a Customs Tariff Item to Local Industry List | 4 hours | 55 business days | 7/24 |
| Removing a Customs Tariff Item from Local Industry List | 4 hours | 55 business days | 7/24 |
5.1 Selecting the Appropriate Channel
5.2 Entering Complaint Details Accurately
If dissatisfied or delayed, beneficiaries can escalate complaints through:
Escalation Status Tracking
SLA for Escalations
8.1 Beneficiaries can monitor complaint status through the same submission channel using their reference number. Automatic updates are also available (e.g., Smart Assistant, “Contact Us” service).
8.2 Beneficiaries may update complaint details, provide additional information, or request further review by specialized teams.
The Ministry enhances the experience by:
Was this page helpful to you?
60% of users said Yes from 2843 Feedbacks