Taadeen Service Level Agreement
The Ministry of Industry and Mineral Resources affirms its keenness to continue improving the quality of services provided to investors, by doing everything possible to achieve customer satisfaction by providing the services of the Ministry's external portal and electronic services, noting that this time does not include completing deficiencies if the customer does not provide all the required information, nor does it include the time taken to process transactions by a third party "other government agencies" if the nature of the transactions requires it. Customers must also adhere to the terms and requirements of each service as shown in the cards of the electronic services page on the services page. All electronic services will be added to this list successively. For more information about all available electronic services, please visit the Ministry's guide to electronic services via the following link:Click here
Support, communication channels and participation
The Ministry of Industry and Mineral Resources is committed to interacting and responding to all inquiries received from beneficiaries on the Ministry of Industry and Mineral Resources page. The Ministry of Industry and Mineral Resources also provides assistance and support in line with the needs of beneficiaries and site visitors, by providing readable content, detailed information and links to some forms of assistance, such as:
The portal also includes a page for the Contact Us service, which allows beneficiaries to submit complaints, suggestions and inquiries 24 hours a day, 7 days a week. Beneficiaries can submit a request through the page and also inquire about previous requests, communicate by sending an email, or calling the customer service team. It is also possible to access the partners’ communication account via the X platform and other social media platforms, and beneficiaries can also obtain support and assistance when they visit the branches of the Ministry of Industry and Mineral Resources.
Privacy and confidentiality of information
The Ministry of Industry and Mineral Resources is keen to keep the confidentiality and privacy of user information at the top of the list of priorities, and the privacy and confidentiality policies are considered among the conditions for using the Ministry of Industry and Mineral Resources website.
| Service Provided |
Service completion time *Without Governmental Approvals |
Service completion time for modified request *Without Governmental Approvals |
Service availability time (hours/day) |
|---|---|---|---|
| Exploration License Issuance | 90 days | 120 days | 7/24 |
| Exploration License Renewal | 30 days | 60 days | 7/24 |
| Transfer of Exploration License | 60 days | - | 7/24 |
| Mining License Issuance | 60 days | 90 days | 7/24 |
| Small Mining License Issuance | 60 days | 90 days | 7/24 |
| Mining License Renewal | 60 days | 90 days | 7/24 |
| Small Mining License Renewal | 60 days | 90 days | 7/24 |
| Transfer of Mining License | 60 days | - | 7/24 |
| Transfer of Small Mining License | 60 days | - | 7/24 |
| Building Materials Quarry License Issuance | 30 days | 60 days | 7/24 |
| Building Materials Quarry License Extension | 30 days | 40 days | 7/24 |
| Building Materials Quarry License Amendment | 45 days | 75 days | 7/24 |
| Transfer of Building Materials Quarry License | 60 days | - | 7/24 |
| Reconnaissance License Issuance | 15 days | 30 days | 7/24 |
| Surplus Raw Materials License Issuance | - | - | 7/24 |
| Public Project License Issuance | - | - | 7/24 |
| Complaints - Critical | 6 hours | - | 7/24 |
| Complaints - High | 20 hours | - | 7/24 |
| Complaints - Medium | 40 hours | - | 7/24 |
| Complaints - Low | 64 hours | - | 7/24 |
Mechanism for dealing with suggestions
A proposal means any creative idea or initiative to develop one of the services or products provided by the industry and mineral resources system, and the idea or initiative has a positive impact and carries results of added value. Proposals are received and referred to service owners. Receiving a proposal does not constitute acceptance or commencement of its implementation by the Ministry or its affiliated entities, but rather a study of its applicability and feasibility. The Ministry of Industry and Mineral Resources reserves its moral right to deal with the proposals received in terms of registering the idea or proposal and converting, producing or reshaping it in accordance with the work strategies of the Ministry of Industry and Mineral Resources and the strategic directions of digital transformation and the requirements of legislative bodies such as the Digital Government Authority, the Cybersecurity Authority, the National Data Management Office, and others.