Electronic Service Level Agreement
1. Introduction
The Ministry of Industry and Mineral Resources is committed to continuously improving the quality of services provided to investors by ensuring satisfaction across the ecosystem. This is achieved by offering services through the Ministry’s online portal and digital platforms. It should be noted that the service processing time does not include the period required for completing missing information if the user has not provided all required details. Additionally, any processing time involving third parties, such as other governmental entities, is not included in the estimated service time when necessary. Beneficiaries of the Ministry's services must comply with the requirements of each service, as detailed in the service description pages. All digital services will be progressively added to this list. For more information on available electronic services, please visit the Ministry's e-Services Guide via the following link:
2. Support, Communication Channels, and Participation
The Ministry of Industry and Mineral Resources is committed to interacting and responding to all inquiries received from beneficiaries on the Ministry of Industry and Mineral Resources' website. The Ministry of Industry and Mineral Resources also provides assistance and support tailored to the needs of beneficiaries and website visitors, by providing readable content, detailed information, and links to various forms of assistance, such as:
Frequently Asked Questions (FAQs) Regulations, Laws, and Guides Contact Us
The portal includes a Contact The Ministry page, allowing beneficiaries to submit inquiries, complaints, and suggestions around the clock, seven days a week. Users can submit requests via the page, check the status of previous requests, contact customer service via email, or call the support team. Additionally, beneficiaries can access the Ministry’s Partner Communication Account through Platform X and other social media channels. Support and assistance are also available at the Ministry’s branches.
3. Privacy and Information Confidentiality
The Ministry of Industry and Mineral Resources prioritizes the confidentiality and privacy of user information, considering privacy policies and data confidentiality among the key terms of using the Ministry’s electronic services portal.
4. Service Response Time and Availability
| # | Service Provided | Response Time | Service Completion Time | Availability (Days/Week) |
|---|---|---|---|---|
| 1. | Complaints | 4 hours | 72 hours | 7/24 |
| 2. | Industrial License Issuance | 4 hours | Immediate | 7/24 |
| 3. | Industrial License Modification (Establishment Phase) | 4 hours | 48 hours | 7/24 |
| 4. | Industrial License Renewal (Establishment Phase) | 4 hours | 48 hours | 7/24 |
| 5. | Ownership Transfer | 4 hours | 24 hours | 7/24 |
| 6. | Industrial License Cancellation | 4 hours | 24 hours | 7/24 |
| 7. | Workforce Endorsement | 4 hours | 48 hours | 7/24 |
| 8. | Upgrade Industrial License to Construction Phase | 4 hours | 48 hours | 7/24 |
| 9. | Industrial License Modification (Construction Phase) | 4 hours | 48 hours | 7/24 |
| 10. | Industrial License Renewal (Construction Phase) | 4 hours | 48 hours | 7/24 |
| 11. | Upgrade Industrial License to Production Phase | 4 hours | 48 hours | 7/24 |
| 12. | Industrial License Modification (Production Phase) | 4 hours | 48 hours | 7/24 |
| 13. | Industrial License Renewal (Production Phase) | 4 hours | 48 hours | 7/24 |
| 14. | Customs Exemption for Raw Materials | 4 hours | 48 hours | 7/24 |
| 15. | Customs Exemption for Equipment & Spare Parts | 4 hours | 48 hours | 7/24 |
| 16. | Additional Customs Exemption for Raw Materials | 4 hours | 48 hours | 7/24 |
| 17. | Import Permit for Restricted Chemicals | 4 hours | 1 business day | 7/24 |
| 18. | Export Clearance for Unrestricted Chemicals | 4 hours | 1 business day | 7/24 |
| 19. | Industrial Competitiveness Program Enrollment | 4 hours | 10 business days | 7/24 |
| 20. | Adding a Customs Tariff Item to the Local Industry Capabilities List | 4 hours | 55 business days | 7/24 |
| 21. | Removing a Customs Tariff Item from the Local Industry Capabilities List | 4 hours | 55 business days | 7/24 |
5. Proposal Handling Mechanism
A proposal is defined as any innovative idea or initiative aimed at enhancing the services or products offered by the Ministry of Industry and Mineral Resources. The idea or initiative must have a positive impact and provide added value. Submitted proposals are reviewed and referred to service owners for evaluation. However, submission of a proposal does not imply its acceptance or implementation by the Ministry or its affiliated entities; instead, its feasibility and applicability are assessed.The Ministry retains the intellectual rights to manage received proposals, including recording, modifying, transforming, or implementing them in accordance with its strategies, digital transformation goals, and regulatory requirements set by governing bodies such as the Digital Government Authority, National Cybersecurity Authority, National Data Management Office, and others.
Last Modified Date: 2025/10/15 - 02:15 PM | Saudi Arabia Time
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