Saudi Post – SPL is committed to managing complaints effectively and fairly and guarantee the following:

• Complaints are addressed with accuracy and methodology.
• Data are handled privately and confidentially.
• Complaints are reviewed periodically to enhance transparency and efficiency to achieve customer satisfaction.

Process of filing a complaint

Who can file a complaint?

Any user of Saudi Post – SPL services can file a complaint.

Channels for filing a complaint:

• Call the unified number 19992
• Website: Customer Support | Saudi Post | SPL (splonline.com.sa)SPL Online App
• Twitter: @SPL_CARE

Steps to file a complaint

The customer should file a complaint via the available channels.

Fill the complaint paper and include clear and precise details.

Response time to address the complaint

• Notify the customer via SMS confirming receiving the complaint.
• The complaint will be addressed within 7 days, and the customer will be notified via SMS when it's addressed.
• Due to the complaint circumstances, there may be uncontrollable delays (rarely) in addressing the complaint, and the customer will be notified. 

Status update request

It is possible to update the complaint status via Saudi Post - SPL verified communication channels.