Free MNP in 3 Hours and Mandatory 80% SMS Alerts: CST Reaffirms Comprehensive Saudi Telecom Consumer Rights
The Communications, Space & Technology Commission (CST)—Saudi Arabia’s digital regulator—has reaffirmed a comprehensive series of consumer protection rights under its Telecom Act Bylaw and Regulations on the Protection of Rights of ICT Services' Users, designed to enforce transparency and protect consumers across the Kingdom's mobile and broadband markets.
Under the national awareness initiative "Your knowledge is your shield," CST has outlined key operational standards that all licensed Saudi telecommunications service providers—including stc, Mobily, Zain KSA, Virgin Mobile, and Lebara—must strictly adhere to.
Consumption Transparency: 80% and 100% Usage Alerts
To shield subscribers from unexpected out-of-bundle charges and billing surprises, CST mandates a two-tier real-time notification framework:
80% Consumption Alert: When a user reaches 80% of their data or package allowance, the operator must trigger an immediate SMS notification.
100% Depletion & Shutdown Notice: Upon consuming 100% of the package, the user is entitled to an SMS alert confirming service shutdown, detailing restoration steps, and clearly stating per-megabyte costs for out-of-package browsing.
Number Portability and Plan Flexibility
Free 3-Hour Mobile Number Portability (MNP): Subscribers have the right to transfer their mobile number to any of the five licensed service providers (stc, Mobily, Zain KSA, Virgin Mobile, Lebara) completely free of charge, with the transfer process completed within a maximum of 3 working hours.
Trial Period Protections: Operators cannot charge fees for promotional packages or offers following the end of a trial period unless the customer provides explicit consent to continue.
Service Suspension for Up to 12 Months: Customers may request to temporarily pause their service for up to 12 months, during which regular plan fees are frozen, and only a service suspension fee can be applied.
Roaming, Billing, and Data Privacy Enforcements
International Roaming Consent: Operators are barred from activating international roaming without an explicit user request and must issue an immediate SMS alert upon connecting to any foreign network.
Detailed Invoicing & Complaints: Customers are entitled to clear electronic invoices in their preferred language with the full right to contest disputed charges. If a complaint remains unresolved with the operator, consumers can escalate the issue directly to CST.
Data Security & Privacy: Telecom providers are legally bound to protect customer data against leaks, loss, or unauthorized access, maintaining complete confidentiality over communications and messages.
