How to make CITC complaint? STC, Mobily, Zain

If you have already registered a complaint to STC, Mobily, or Zain, you can escalate it to CITC using the complaint number. The complaint is lodged in two steps;

Requirements

• Complaint Number registered with mobile company.
• Access to Nafath account.

Step 1: Submit the complaint

First of all, you need to make a complaint to the mobile phone company you are using before raising it to CITC. The easiest way to make the complaint is to call their helpline numbers;

• STC Helpline: 900.
• Mobily Helpline: 1100.
• Zain Helpline: 959.
• Lebara Helpline: 1755.
• Salam Mobile Helpline: 1101.
• Virgin Mobile Helpline: 1789.
• Red Bull Mobile Helpline: 950.

After submitting the complaint, make sure to note down the complaint number as it would be required by the CITC to escalate the process.

Step 2: Escalate the complaint to CITC

If no action is taken by the mobile company within 5 working days, you can escalate the complaint to CITC. Here is the process;

• Open the CITC website.
• Scroll down and click on “Individuals“.
• Click on the “Start Service” button.
• Enter your Iqama Number.
• Approve the Nafath request.

On the next screen,

• Select the mobile company.
• Was the ticket presented to the service provider? “Yes“.
• Ticket on behalf of someone? “NO“.
• Type of Client: Individual.
• Select your Mobile Number.
• Enter the ticket number received by the mobile company.
• Select the type of Ticket e.g. Low Level of Service.
• Describe the details of the service.
• Click on the Submit button.

CITC Number

Keep in mind that there is no other way or number to lodge a complaint to CITC against a mobile company such as STC, Mobily, or Zain.

• CITC Helpline Number: +966-11-4618000.