Electronic Service Level Agreement
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 page. The Ministry of Industry and Mineral Resources also provides assistance and support in line with the needs of beneficiaries and site visitors, by providing readable content, detailed information and links to some forms of assistance, such as:
The portal also includes a page for the Contact Us service, which allows beneficiaries to submit complaints, suggestions and inquiries 24 hours a day, 7 days a week. Beneficiaries can submit a request through the page and also inquire about previous requests, communicate by sending an email, or calling the customer service team. It is also possible to access the partners’ communication account via the X platform and other social media platforms, and beneficiaries can also obtain support and assistance when they visit the branches of the Ministry of Industry and Mineral Resources.
Privacy and confidentiality of information
The Ministry of Industry and Mineral Resources is keen to keep the confidentiality and privacy of user information at the top of the list of priorities, and the privacy and confidentiality policies are considered among the conditions for using the Ministry of Industry and Mineral Resources website.
| Service Provided | Response time | Service completion time | Service availability time (hours/day) |
|---|---|---|---|
| Complaints | 4 hours | 72 hours | 7/24 |
| Issuance of an industrial license | 4 hours | immediate | 7/24 |
| Industrial License Amendment "Establishment Status" | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal “Establishment Status” | 4 hours | 48 hours | 7/24 |
| Transfer of ownership | 4 hours | 24 hours | 7/24 |
| Cancel industrial license | 4 hours | 24 hours | 7/24 |
| Labor support | 4 hours | 48 hours | 7/24 |
| Upgrade industrial license to construction | 4 hours | 48 hours | 7/24 |
| Modify Industrial License “Establishment Status” | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal “Establishment Status” | 4 hours | 48 hours | 7/24 |
| Upgrade industrial license to production | 4 hours | 48 hours | 7/24 |
| Modify Industrial License “Production Status” | 4 hours | 48 hours | 7/24 |
| Industrial License Renewal “Production Status” | 4 hours | 48 hours | 7/24 |
| Customs exemption for raw materials | 4 hours | 48 hours | 7/24 |
| Customs exemption for equipment and spare parts | 4 hours | 48 hours | 7/24 |
| Customs exemption for raw materials - supplementary | 4 hours | 48 hours | 7/24 |
| Permission to import restricted chemicals | 4 hours | working day | 7/24 |
| Permission to import unrestricted chemicals | 4 hours | working day | 7/24 |
| Join the Industrial Sector Competitiveness Program | 4 hours | 10 working days | 7/24 |
| Service of adding a customs item from the list of industrial capabilities for local products | 4 hours | 55 working days | 7/24 |
| Service to remove a customs item from the industrial capacity list for local products | 4 hours | 55 working days | 7/24 |
Mechanism for dealing with suggestions
A proposal means any creative idea or initiative to develop one of the services or products provided by the industry and mineral resources system, and the idea or initiative has a positive impact and carries results of added value. Proposals are received and referred to service owners. Receiving a proposal does not constitute acceptance or commencement of its implementation by the Ministry or its affiliated entities, but rather a study of its applicability and feasibility. The Ministry of Industry and Mineral Resources reserves its moral right to deal with the proposals received in terms of registering the idea or proposal and converting, producing or reshaping it in accordance with the work strategies of the Ministry of Industry and Mineral Resources and the strategic directions of digital transformation and the requirements of legislative bodies such as the Digital Government Authority, the Cybersecurity Authority, the National Data Management Office, and others.
