Based on the Telecommunications and Information Technology Act issued by Royal Decree No. (M/106) dated 02/11/1443 AH, and it’s Bylaw, and based on the regulatory tasks assigned to CST under its Ordinance, and taking into account the needs and regulation of the communications and information technology markets in the Kingdom, and in accordance with the development of the communications markets in the Kingdom and the experiences of other countries;. CST issues this document with the aim of developing the communications and information technology sector in a way that leads to raising the efficiency of its services and developing its infrastructure, enhancing the competitiveness of the communications and information technology sector and the companies operating in it, ensuring the continuity and effectiveness of the level of competition in it, and encouraging it in the Provision of the Call Center Service to achieve clarity and transparency in procedures.

The words and phrases defined in The Telecommunication and Information Technology Act (Act) and its Bylaw and other CST's statutes shall have the same meanings when they are used herein. In addition, the following words and expressions shall have the meanings assigned thereto unless the context requires otherwise:

• 2-1 “Call Center Services” means the service of receiving and sending subscribers/ callers' inquiries and requests for the purpose of providing information about products and marketing / providing the desired information on behalf of the contracting parties with the call center.

• 2-2 “User” or “Beneficiary” means any person who uses or benefits from the services provided by the service provider in accordance with the terms and conditions set forth in this regulation.

• 2-3 “Registration” means the registration with CST to provide Call Center Services.

• 2-4 “Service Provider” means the entity holding the registration from CST to provide Call Center Services.

3-1 The service provider may set up and operate Call Center Services

3-2 In the event that a professional service provided (for example: medical, legal, engineering, financial services, etc.) is licensed under the laws and regulatory rules in force in the Kingdom of Saudi Arabia, the approval of the competent authorities issuing licenses must be obtained before providing these services through the telecommunications center.

3-3 The service provider registered with CST may coordinate with its operators or on behalf of the contracted person in order to implement and complete the technical matters necessary to provide the Call Center Services. The operators must explain the reasonable commercial or technical justifications and reasons to the service provider in case its request is not implemented.

3-4 The service provider may link the numbers of its customers to the telecommunications center after obtaining written approval from the customer for the same.

4-1 Registration with CST is required to provide Call Center Service.

4-2 The service provider must comply with the “Call Center Services Regulations” document, the provisions of the Telecommunication and Information Technology Act, its Bylaw, CST Ordinance, and the decisions and guidelines issued by CST.

4-3 The service provider must abide by the document "Rules of Users Rights Protection Regulations ".

4-4 Other laws and regulations applicable in the Kingdom shall apply to the activities and behavior of the service provider in cases where the Telecommunication and Information Technology Act, its Bylaw, and CST ordinance have no provisions for the same.

4-5 The service provider shall provide periodic reports to CST and any other information required by CST. CST shall determine the types of such reports, the nature of the required information, and the time of submission.

4-6 The relations between the service provider and the users are governed by CST statutes; decisions, guidelines, and regulations issued by CST; and other reference laws in the Kingdom.

4-7 The service provider registered with CST may not contract with other persons to provide the service on its behalf under this registration unless prior written consent is obtained from CST.

4-8 CST may cancel or suspend the registration by its absolute discretion, if the service provider commits any act for this. The service provider only bears the full responsibility resulting from that, without CST bearing any consequences or liability arising from the cancellation or suspension of the registration.

4-9 If the service provider wishes to cancel the registration, it must communicate with CST and end all rights required on its part to the users.

4-10 All violations and penalties related to registration shall be handled in accordance with the Telecommunication and Information Technology Act, its Bylaw, and CST statutes.

4-11 This document is subject to periodic reviews by CST, and it shall be updated accordingly. Updates made hereto shall be approved by the governor of CST.

5-1 The service provider shall fulfill all obligations stipulated in CST statutes and herein, including the continuous provision of the service, developing, and improving it in line with the objectives of the Act. The service provider shall comply, in particular, with the following:

• 5-1-1 Implementing and adhering to all controls and instructions issued by CST and other official authorities.

• 5-1-2 Taking into account honesty and good dealing.

• 5-1-3 Non-discrimination in the treatment of users and ensuring their privacy.

• 5-1-4 Clarification of the fees in advance for the services provided and their characteristics for those wishing to obtain the service before they use it.

• 5-1-5 Complying with the provisions of copyright and other rights in accordance with the regulations governing this relevant when providing any programs to users, with the necessity of the service provider obtaining the approval of the Ministry of Culture and Information/ General Commission For Audiovisual Media before promoting the service, in one of the following two cases:

  • 5-1-5-1 If the content is to be broadcast in any way through any media

  • 5-1-5-2 If the service deals with receiving or sending audio or audiovisual informational materials, written texts or drawings in addition to what may be new in the future in terms of services related to intellectual property rights or the Law of Printed Materials and Publication.

• 5-1-6 The content does not violate the provisions of Islamic Sharia, morals, ethics, general rules, custom and public behavior, and does not include any violation of the laws and regulations in force in the Kingdom.

• 5-1-7 Not providing any unauthorized services within the scope of service.

• 5-1-8 The devices needed to provide the service conforms to the technical standards approved by CST, and its use is limited to providing the services authorized in accordance with this Document.

• 5-1-9 Not using the user's phone numbers or numbers received from users, or to exploit them in any way, such as using them in advertising campaigns, or selling the databases available to the service provider that contain these numbers to other parties without prior permission from the owner of the number.

• 5-1-10 Providing the technical ability in the devices and equipment of its networks through which users' data can be identified for reference when needed, for a term of not less than twelve months, or as determined by CST.

5-2 The service provider must adhere to high-quality performance levels consistent with recognized international standards, while adhering to the decisions of CST in this regard.

6-1 Service provider must market or provide the information of any party as per an agreement the service provider enters into with the concerned party.

6-2 If the service is provided to government agencies, the servers used to store data must be inside the Kingdom.

6-3 Data of servers related to storing data at CST must be updated if changed.

6-4 The content of the service must not violate the Terms of the Islamic Law, public morals, conventionality, and general decency, or the reference laws and regulations applicable in the Kingdom.

6-5 Refraining from providing any unlicensed services, and refraining from using any network other than the networks licensed by CST.

6-6 If the provision of the service requires the use of internet, these terms and conditions shall apply on the servers present inside the Kingdom.

6-7 Service provider registered with CST may not provide its services outside the Kingdom.

Registration is valid for one year from the date of issuance and may be renewed for a similar period.

The service provider registered with CST shall pay the following fees

• 8-1 Annual fees for registration at an amount of (SAR 10,000) ten thousand Riyals annually in exchange for administrative business and services provided by CST.

9-1 Applicant must have a valid commercial registration .

9-2 Application shall be submitted via CST’s website.

9-3 Applicant must provide CST with the addresses and locations of the servers used to store data related to the provision of the service.

9-4 Fees must be paid through SADAD system within a month of the date of issuing the invoice.