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Organizational Chart1. Introduction
The Electronic Services Service Level Agreement (SLA) aims to clarify and define the quality level of services provided through various systems and services, as well as the rights and obligations of both the Saudi Red Crescent Authority (SRCA) and the beneficiaries. This agreement constitutes an explicit and clear agreement between the Authority and all parties interacting with it, whether they are aware of this agreement or not. Accordingly, merely obtaining any service covered by this agreement shall be considered an implicit and explicit acceptance by the beneficiaries of all terms stated herein, without prejudice to any other agreements that may be part of the service delivery process.
The Authority is committed to maintaining fairness and confidentiality in handling beneficiaries’ service requests with complete privacy and exerts all efforts to provide high-quality services to all beneficiaries.
2. Definitions
- Service Provider: The Saudi Red Crescent Authority (referred to as “the Authority”) or any entity authorized by it to manage the service.
- Beneficiary: Any individual benefiting from the services provided through the platform or visiting it.
- Platform: Saudi Red Crescent Authority Services Platform.
Obligations of the Service Provider and Beneficiaries
3. Beneficiary Rights and Responsibilities:
- The Authority is committed to providing electronic services continuously throughout all days of the week, including weekends and official holidays.
- Beneficiaries’ requests are handled with fairness and confidentiality, and responses are provided through the system, SMS, or email depending on the service type.
- The platform allows users to create an account through which they can submit service requests and access systems and applications provided by the Authority, as well as track their requests and progress.
- Registration must match official identification, and all entered data must be accurate. Any incorrect or invalid data will result in rejection of the request.
- The applicant bears full responsibility for their selections and compliance with service regulations, and non-compliant requests will be rejected.
- If any request is approved, the applicant will be notified via their registered email, and the request status can also be checked through the platform account.
- Accessing the Saudi Red Crescent Authority Services Platform constitutes acknowledgment and acceptance of all its terms and conditions, forming a clear and explicit agreement between the Authority and all users.
3.1 Protection and Confidentiality of Complaint Data
- Time and location of the request/complaint
- Name, identity, address, and contact number of the applicant
- Details of the complained-against party (individual or company)
- A clear and specific description of the complaint, along with supporting evidence and related information
- Any additional information required by the Authority or relevant government entities in accordance with data classification and confidentiality regulations
4. Expected Processing Time for Requests
Request Type | Expected Processing Time | Inquiry Service | Immediate |
|---|---|
Procedural Service | 5 working days |
5. Communication Channels
Channel | Type | Availability | Expected Response Time | Expected Resolution Time |
|---|---|---|---|---|
Technical support | Email (info@srca.org.sa) | – Service request | Available | 3 working days | 2 working days |
Call Center (19971) | – Inquiry | Available | Immediate | 5 working days |
Complaints & Inquiries Service | – Complaint – Suggestion | Available | Available | 3 working days |
6. Authority Rights and Responsibilities
- The Authority is committed to responding to valid requests and communications and contacting their owners within the specified time-frame, which may vary depending on the case.
- The General Department of Volunteering in the Authority maintains fairness and confidentiality in handling beneficiary requests.
- The Authority is committed to resolving login issues or problems related to accessing any section of the platform.
- The Authority is committed to enforcing accountability in cases of failure to respond to beneficiary requests. The Authority is committed to enforcing accountability in cases of failure to respond to beneficiary requests.
- The General Department of Volunteering has the right to reject non-compliant requests or those containing incorrect data.
- The General Department of Volunteering has the right to temporarily suspend certain services or systems for maintenance or other reasons.
- Users are prohibited from accessing the Saudi Red Crescent Authority Services Platform with the intent to harm it or compromise its content.
- Beneficiaries are encouraged to report any deficiencies or errors, if any, to improve the platform content.
- The applicant bears full responsibility for their choices and compliance with service regulations.
7. Support and Assistance
The platform includes a dedicated section to assist and support beneficiaries through various communication channels available within the platform. This section provides all the support needed by beneficiaries while ensuring accessibility for the largest possible audience. It includes readable content, multimedia materials in different formats, as well as detailed information and links to various support resources. The Authority is also committed to responding to inquiries submitted through the “Contact Us” page.
8. Services and Expected Completion Time
Service | Service Availability | Expected Completion Time |
|---|---|---|
Identification Certificates Verification Service | 24/7 | Immediate | Volunteer Care Service | 24/7 | 5 working days |
Volunteer Opportunities | 24/7 | Immediate |
Training Course Registration Service | 24/7 | Immediate |
Training Certificate Issuance Service | 24/7 | 2 working days |
Volunteer Hours Verification Service | 24/7 | Immediate |
Government and Private Sector Training Services | 24/7 | Immediate |
Data Sharing Request | 24/7 | 30 days (maximum total) |
Compliance for the National Standard for Emergency Medical Services | 24/7 | 5 working days |
