Deputy Ministry of Customer Services & Branches

About Department

This Deputy Ministry aims to provide the Ministry's services easily and efficiently through multiple and efficient channels. It endeavors to improve the customer experience by evaluating customer satisfaction, as well as following up and solving their problems continuously. This Deputy Ministry contributes to serving the Ministry's branches in various parts of the Kingdom through coordinating with other Ministry's departments, regarding the main activities of the Ministry; such as protecting consumers, business activities and joint services.


  • ​Supervise the five-year plan of the Deputy Ministry, and endeavor to implement that after getting the approval.
  • Supervise the management of the Ministry's communication centers for the consumer and the business sector
  • Supervise the activities of receiving and responding to customer inquiries and complaints, received online, such as social networks, e-mail and others.
  • Supervise the continuous development of the service and communication channels between the Ministry and the customers
  • Supervise the development of the operational model for providing services, at the level of all service channels, including branches and business centers, and doing continuous development in that regard.
  • Supervise and follow-up the customer complaints effectively, so that to ensure commitment to Service Level Agreement (SLA). 
  • Supervise the development of governance mechanisms at MCI branches through the provision of required practices and continuous evaluation
  • Supervise the facilitation of providing the Ministry's services to customers online.
  • Supervise the promotion of communication among service providing channels, and ensure the consolidation of information.
  • Supervise all that would raise the level of awareness of the customers, relevant to the services provided by MCI, and how to avail of such services, through answering questions and queries.
  • Supervise the qualification and training of the customer service staff at MCI branches, so that to provide high quality services in cooperation with the concerned departments
  • Supervise the Customer Relation Management (CRM), and ensure that the Service Level Agreement is implemented
  • Supervise the preparation and updating of Awareness and Directive Guides, regarding the Ministry's services provided to clients, as well as the Procedural Guides directed to service providers.
  • Supervise and arrange meetings of citizens and investors with the senior officials of the Ministry, listen to their proposals and complaints and try to find appropriate solution.
  • Supervise providing support and assistance to MCI branch managers in various regions.
  • Work to achieve the requests of branch managers in the regions and facilitate their performance and functions in coordination with the relevant departments in the Office of the Ministry.
  • Participate in proposing the mechanisms for the implementation and operation of Rules and Regulations that enable the branches to carry out their tasks, related to consumer protection and business activity.
  • Follow-up the complaints received from the branches, supervise the study and analysis of such complaints in cooperation with the relevant authorities in the Ministry to develop and find appropriate  solutions.
  • Determine the Deputy Ministry need of manpower, financial credits, equipment and take the necessary procedures for providing that after getting the approval. 
  • Prepare periodic reports on the activities and achievements of the Deputy Ministry, as well as any encountered obstacles or difficulties and make proposals for development.
  • Any other tasks assigned to the Deputy Ministry within its competence

Last Modified 18 Apr 2019
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