Service Level Agreement (SLA)

Electronic Services Service Level Agreement

The Ministry of Transport and Logistics Services is committed to continuously enhancing the quality of services provided, in alignment with the directives of the wise leadership to exert all efforts necessary to achieve customer satisfaction. This is achieved through facilitating access to the Ministry’s external portal services, electronic services, and smart device applications in the simplest and most efficient manner, and with the highest possible speed. It should be noted that the time required to deliver the service does not include any delays resulting from incomplete information or documentation where the beneficiary has not provided all required data. It also does not include the time required for processing transactions by third parties (other entities), where the nature of the transaction necessitates such involvement. Beneficiaries are required to comply with the terms and requirements of each service as outlined in the Electronic Services Guide. All electronic services will be updated and added to this list on an ongoing basis. For more information about all electronic services, please click here.

Assistance and Support

The Ministry of Transport and Logistics Services website provides assistance and support to beneficiaries in a manner that accommodates the widest possible range of users. This is achieved through the provision of readable content, multimedia materials, detailed information, and links to various support channels, which can be accessed via the Beneficiary Service Center.

Privacy and Confidentiality of Information

The Ministry of Transport and Logistics Services places the highest priority on maintaining the confidentiality and privacy of user information. The Privacy and Confidentiality Policy forms an integral part of the Terms of Use of the Ministry’s website. For further details regarding privacy and confidentiality, please visit the Privacy Policy page .

Communication and Engagement Mechanism

The Ministry of Transport and Logistics Services is committed to engaging with and responding to all inquiries received from beneficiaries. This can be done by visiting the Beneficiary Service Center page.

Electronic Services Delivery Levels