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User Protection

-Users rights and responsibilities ( click here)
-In order to preserve your rights as a telecommunications service user, please peruse the Service Requestor/User Protection Document ( click here ) , which is considered a reference to the relationship between the service provider and the user.
-To see the Telecommunications Act document ( click here )
-To see the Elecommunications Bylaws document ( click here )
-To see the terms of mobile, fixed, data and Internet services documents ( click here ) and ( click here ) and ( click here ).

For more information please contact Customer Care Center on 959.  

The process of handling inquiries and complaints

1- Users are entitled to present their complaints to their service provider, provided that the complaint is submitted within 60 days of the incident, or the disputed bill, unless it was proved that the user was not aware of the bill or the incident at the time of its occurrence.

2- Complaints will be processed within 5 days.

For any inquiries or complaints, please do not hesitate to contact us through:

1- Zain Customer services by calling 959 or 0590000959 from other operators.

*Calling 959 from all Zain numbers will be free of charge. 

**Calling 959 from other operators using 0590000959 will be chargeable (normal local call rate applied by your operator)

2- Visiting Zain shops, to know your  nearest Zain shop click here.

3- Self-services portal (My Zain account) in Zain website www.sa.zain.com   

4- Live chat in Zain website www.sa.zain.com   

5- Zain App.

6- Zain customer service in Social Media (Facebooklinked inInstagramtwitterEmail)

- Customer will receive a reference number with expected time to resolve the complaint via SMS.

- In the event that the expected period ends before the complaint is processed, the user will be informed of the progress of his complaint and the expected new period of termination.

- Customer will receive a written response to their complaint via a text.

Line Validity  

In order to avoid line disconnection, the customer will have to do one of the following transactions 
at least once every 90 days: 
-   Placing calls
-   Sending SMS
-   Browsing the internet
-   Recharging with any amount
If the customer did not make one of the above transactions within the 90 days period, the line will be receiving calls only, and must be recharge within the period of 30 days to avoid termination.  
Validity rules apply on prepaid lines except Noor. 
Available recharge amounts through channels:

Vouchers & E-Vouchers (SAR) 15 20 50 100
SADAD & Online top ups (SAR) 5<

Each prepaid customer has 10 invalid tries to recharge the account, then the recharging will be blocked and the customers will have to call 959 to unblock the service. 
Customers who port in from other operators to Zain prepaid lines, and customers who migrated from postpaid to prepaid will not get initial balance, and should recharge with the available amounts in order to enjoy Zain services. 
In case of migrating from prepaid to postpaid, the customer will lose the balance on his/her prepaid line. 

Now you can check the numbers registered under your ID/Iqama by sending an empty SMS to 700123

For more information, please visit the nearest Zain shop or call 959