Saudi Arabia: Implemented Amended User Protection Regulations (Resolution 552/1445) including quality of service requirement

On 8 May 2024, the Saudi Communications and Information Technology Commission (CITC) implemented the Amended User Protection Regulations (Resolution 552/1445). The updated regulations follow the "Regulations for the Protection of the Rights of Users of ICT Services and Conditions for Providing Services" as per CITC Resolution No. 423/1441. The regulations require service providers to be transparent about their services, including clear information about terms and conditions, pricing and any data collection practices. Service providers must also implement systems and processes to monitor the performance and quality of their telecommunications services continuously. This involves tracking network uptime, bandwidth speeds, latency, and other critical performance indicators that affect user experience. Providers are required to submit regular reports to the Communications, Space and Technology Commission (CST) detailing their compliance with the stipulated service quality standards. These reports may consist of performance metrics, incident reports, and corrective actions taken to address any deviations from the established benchmarks. If service providers fail to meet established service quality standards or if there are discrepancies in reported compliance data, the CST may order corrective action. These actions could range from direct interventions to improve service quality to imposing penalties or fines for non-compliance.