Complaint Handling Procedure

1. How to raise a complaint

You can raise a complaint through any of the following channels:

• Email: sales@devetrust.com
• WhatsApp, or the contact form on the Contact page
• Your account contact directly, if your organization has an active contract with us

We do not have a separate complaints department today — our team is small and direct, and every complaint reaches the person who can actually resolve it, with no extra layers.

2. What we need from you

To speed up handling, please include: your organization's name, a description of the complaint, the date of the incident if applicable, and any supporting documents or screenshots.

3. Acknowledgement and response times

These are times we can genuinely meet with our current team size — not marketing figures:

• Acknowledgement of receipt: within 1 business day.
• Routine complaints (billing, a feature, performance): an update or resolution within 5 business days.
• More complex complaints (a contractual dispute, a personal-data request): up to 15 business days, with a periodic update if it takes longer.

Saudi business days run Sunday through Thursday, excluding public holidays.

4. Escalation path

If you do not hear back within the time above, or the proposed resolution does not satisfy you, explicitly ask for the complaint to be escalated — it is then reviewed directly by Devetrust's management, with a final response within 30 days of the escalation date.

5. If you remain unsatisfied

Your complaint remains subject to the Terms of Use and the service agreement signed with your organization. If an amicable resolution is not possible, any dispute is governed by the laws of the Kingdom of Saudi Arabia, with jurisdiction in the courts of Riyadh, as set out on the Terms of Use page.

6. We are not a CITC-licensed operator

Devetrust is an independent technology platform, not a telecommunications provider licensed by CITC. This procedure is a commercial commitment to our customers, not a regulator-supervised complaints process.