Customers Charter

Customers Charter

Customer Charter:

  Portal of Ministry of Media is an important interactional and communicational channel between the ministry and their beneficiaries. by means of which information and services are provided. As such, the ministry 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. On the other hand, the responsibilities of those visitors towards the portal as well.


Achieving leadership in supporting and facilitating e-services, information and transactions that linking beneficiaries and affiliates with the Ministry of culture and information administrations.


The portal of the Ministry of culture and information seeks to achieve the Ministry and Kingdom's vision, by provide its electronic services


  • Focus on latest developments in the culture and information services to facilitate access to the users through the portal

  • Record the new e-services through ministry of culture and information; and disseminate it on the portal.

  • Provide variety media content; news, reports, activities and events

  • Development the Portal content according to the highest quality standards

Strategic Goals:

  • Make the Portal of the Ministry of culture and information an electronic reference in the kingdom.

  • Keep abreast of the latest methodologies and techniques in presenting the content of the portal.

  • Achieve the highest levels of communication and interaction with various portal services.

  • Provide unique model in e-government transactions

Users :

All citizens, residents and visitors in Kingdom of Saudi Arabia -

Business sector-

Ministry of culture and information workers-

Who seek for information related to culture and information in the Kingdom-

General Standers:

-Provide the latest technologies in the presenting the services and protecting the customers data.

Compatibility with different browsers.-

Receive feedback and suggestions 24 hours from the visitors of the portal.-

E-services Standards:

-The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 6 seconds.

-The time taken for the accessibility to the portal's homepage is about the average between 4-6 seconds.

-Ratio of readiness is 99.95%

-Yearly contained downtime hours may reach to 52.56 hours.

-Monthly contained downtime hours may reach to 4.38 hours.

The portal of the ministry of culture and information is keen to raise the performance and quality levels to improve the current rate and reduce the downtime of the portal.

Our commitments:

Proceeding from the MOCI'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:

Assistance and Support:

The portal includes a section for assisting and supporting those benefiting from it. This section provides assistance for MOCI 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.

Privacy and Confidentiality:

The MOCI Portal takes confidentially of its users and visitors as a top priority, and the portal administration makes effort in order to provide high-quality services.

Providing Communication and Participation Mechanisms:

The Portal Administration is committed to interacting and responding to the inquiry requests coming to it.

Specific mechanisms for dealing with complaints and inquiries:

Complaints and inquiries have been linked to the concerned departments to automatically expedite the arrival of the message to the concerned authority and follow up until it is answered. The duration of response to messages is set at 3 working days and varies according to the subject. If the response is delayed, the message is automatically escalated.

Complaints and suggestions for portal: Portal and electronic transactions management

Phone: + 966-11-4068888 E-mail:

Customer Obligations

As the portal of the Ministry of Culture and Information is committed to providing the best possible services to its customers, there are a number of responsibilities that these customers bear in order to ensure that the benefit reaches them according to the gate management.

Terms of Use:

Users of the portal should consider the portal's terms and conditions and accept them.

Electronic Participation:

The Ministry portal has developed a number of electronic participation channels that ensure that customers interact with everything posted on the portal. The electronic participation includes a number of participation tools, including electronic voting, questionnaires and social networking sites. In order for customers to participate through any of these channels, they must first accept the criteria and conditions for each of these channels.

Complaints and Inquiries:

The portal designed a number of channels and tools that allow its customers to participate effectively and present their views to every worker in the portal, headed by the Minister. These channels include the citizen's voice, which is an important interactive channel that includes forms of inquiries, complaints and suggestions. The portal has set conditions and criteria that customers must adhere to in order to ensure that their opinion or complaint reaches the ministry official.