Legal
Complaints & Suggestions Policy
Last updated: September 1, 2026
This policy is issued by Madar Al-Aamal for Technical Solutions and governs the Company’s single complaints-and-suggestions channel for all of its products and services, current and future, including Wasl App.
1. Contact Channels
You may submit a complaint or suggestion through the requests-and-complaints window on our website (no login needed, and you receive a request number on submission to follow up with) or via email, phone, or WhatsApp (channels listed at the bottom of this page).
2. How to File a Complaint
State the Center’s name (if applicable), a description of the issue, and any relevant attachments. We receive complaints in Arabic.
3. Acknowledgment and Response Time
We respond with an initial response to your complaint within a maximum of 3 business days of receiving it. Resolution time may vary by the nature and complexity of the issue, and we will keep you updated on its status.
4. Handling Steps and Internal Escalation
The complaint is first reviewed by the support team; if unresolved, it is escalated to the relevant management within the Company for a final decision.
5. Complaint Records
Complaints and their handling steps are logged internally for follow-up and service-improvement purposes.
6. Your Right to External Escalation
If your complaint is not resolved to your satisfaction, you retain the right to approach the competent authorities: the Ministry of Commerce for complaints concerning e-commerce and consumer rights, and the Saudi Data & AI Authority (SDAIA) for complaints specifically concerning the processing of your personal data, under applicable law.
Complaint channels