Customer Charter

The Portal of Ministry of Commerce  is deemed a vital channel of interaction and communication with those benefitting from; by means of which information and services are provided. As such, the Ministry of Commerce seeks to form firm relation with its audience based upon standards reinforcing, strengthening, and developing such a relation in order to realize benefit to both sides. This charter involves, on the one hand, the commitments embraced by the Portal towards its visitors, and, on the other hand, the responsibilities of those visitors towards the portal as well.

1. Commitments of the Ministry of Commerce

Proceeding from the Ministry of Commerce's vision and mission and in a quest of achieving the goals of its Portal, we seek to provide the optimal services for the users of such a portal: citizens and residents, whether they are individuals or organizations.

This charter pinpoints the most outstanding of the portal's commitments centered on: 

a) Assistance and Support: 

The portal includes a section for assisting and supporting those benefiting from it. This section provides assistance for Ministry of Commerce portal's visitors, bearing in mind that it should be adequate for the biggest potential number of visitors. Therefore, readable content and a variety of media materials were provided, in addition to detailed information and links to some assistance forms such as frequently-asked questions (FAQ), multilateral inquiry sections, easy usage, mobile version, smart phone applications, and so forth. Following are some examples for some of the assistance and support means on the Portal.

b) Privacy and Confidentiality: 

The Ministry of Commerce Portal takes confidentiality of its users and visitors as a top priority, and the Portal Administration makes every effort in order to provide high-quality services for those benefitting from it through the Privacy and Confidentiality Code.

c) Providing Communication and Participation Mechanisms:

The Portal Administration is committed to interacting and responding to the inquiry requests coming to it via theContact Us page.

2. e-Services Standards 

  • The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 4 seconds.
  • The time taken for the accessibility to the Portal's homepage is about the average between 2-4 seconds.
  • Ratio of readiness is 99.95%
  • Yearly contained downtime hours may reach to 4.38 hours.
  • Monthly contained downtime hours may reach  to 21.56 minutes.

3. Customers' Responsibilities: 

As long as the Ministry of Commerce​​ Portal is committed to providing the optimal services for its customers, there are a set of responsibilities for those customers to bear in a way guaranteeing that they have benefitted from those services in line with what the Portal Administration has planned for. Following are some details on the customers' responsibilities towards the Portal.

Privacy and Confidentiality ​​​​​​​

Last Modified 08 Aug 2022
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