Introduction
The Saudi Ministry of Foreign Affairs is committed to promoting transparency, accountability, and fairness in the delivery of its diplomatic and consular services by providing a secure and reliable digital environment that enables citizens and residents to access information and digital services easily and efficiently. This policy responds to the principles of the national digital government and Vision 2030, and in line with international commitments regarding freedom of information and government transparency.
Policy Objectives
This policy seeks to achieve the following objectives:
A. Empowering beneficiaries: Providing secure and easy-to-use digital platforms that enable citizens, residents, and expatriate communities to access essential consular and diplomatic services, such as passport renewal, visas, and certificates.
B. Ensuring transparency: Publishing information related to the Ministry’s policies and service procedures in a clear and updated manner, while adhering to the protection of confidential and sensitive information.
C. Protecting privacy and security: Ensuring the protection of personal data and sensitive information in accordance with international standards and national regulations.
D. Enhancing efficiency: Reducing the time and effort required to access services through effective digitization and integration with national platforms.
Scope of the Policy
This policy applies to:
• All digital and electronic services provided by the Ministry of Foreign Affairs through its official website and approved digital platforms.
• All public information and data related to the Ministry’s activities and its diplomatic and consular services.
• All digital communication channels of the Ministry, including smart applications, electronic portals, and integrated national platforms.
Core Policy Principles
Transparency and accountability: Providing accurate, complete, and updated information about services and procedures, with clear reasons for any decisions or delays.
Fairness and equality: Ensuring that all beneficiaries enjoy the same level of access to information and services without discrimination, while providing accessible services for persons with disabilities.
Security and privacy: Protecting personal data and ensuring that sensitive information is not disclosed, and applying the highest standards of encryption and information security.
Integration and interoperability: Ensuring that the Ministry’s digital services are compatible with national policies and unified government platforms.
Ease of access: Designing all digital services to ensure ease of use and access for all age groups and levels of technical skill.
Information Available for Access
The Ministry is committed to making the following information available:
• Information about the consular and diplomatic services provided by the Ministry.
• The procedures and requirements needed to obtain the services.
• The applicable fees and costs, with clarification of payment methods.
• Contact information and diplomatic and consular missions.
• Policies and regulations related to the services.
• Annual reports and general statistics on service performance.
• Relevant official public announcements and alerts.
Information Excluded from Access
The provisions of this policy do not apply to the following information:
A. Security and military information: Information the disclosure of which would harm national security, regional stability, or defense strategies.
B. Personal and sensitive data: Information about individuals, including identification data, medical and financial records, and biometric data.
C. Diplomatic and confidential information: Diplomatic correspondence, confidential negotiations, confidential agreements with foreign parties.
D. Commercial and economic information: Data that may negatively affect the economic interests of the state or private companies.
E. Investigation-related information: Details of criminal or administrative investigations under consideration.
F. Intellectual property and research: Scientific and developmental research protected under intellectual property regulations.
Beneficiary Rights
Each beneficiary has the following rights:
• The right of access: Obtaining information and digital services in an accessible and secure manner.
• The right to clarity: Receiving a clear explanation of service conditions, procedures, and requirements.
• The right to review: Filing a grievance against any decision regarding refusal of access to public information or delay in providing the service.
• The right to privacy: Protecting an individual’s personal data and not using it except for authorized purposes.
• The right to support: Receiving technical support and clear guidance on using digital services.
Ministry Commitments
The Ministry of Foreign Affairs is committed to:
• Publishing this policy on its official website and updating it periodically at least annually.
• Providing 24/7 technical support services to answer inquiries and resolve technical problems.
• Ensuring that all digital services comply with international accessibility standards (WCAG 2.1) to guarantee access for persons with disabilities.
• Training all employees on the implementation of this policy and adherence to its principles.
• Keeping clear records of requests for access to information and digital services.
• Complying with all national regulations and international standards regarding data protection and privacy.
Security Procedures
The Ministry implements the following security procedures:
• Using the HTTPS protocol to encrypt all electronic communications.
• Applying advanced authentication mechanisms (MFA) to protect user accounts.
• Conducting periodic security checks and regular updates to systems and applications.
• Adhering to data minimization principles and secure data storage.
• Providing a clear privacy policy that explains how personal data is collected and used.
Grievance and Complaint Mechanisms
Beneficiaries have the right to submit grievances or complaints regarding:
• Their inability to access information or digital services.
• The unavailability or inaccuracy of the required information.
• Unjustified delay in providing the service.
• Technical issues or difficulties in using digital platforms.
Grievances are submitted through the Ministry’s official complaint channels or via the unified government complaints platform, with prompt and fair handling ensured.
Periodic Update and Review
This policy shall be reviewed at least once annually by the Digital Transformation and Operations Sector, in coordination with the relevant departments, in order to keep pace with national and international technical and legislative developments.
Contact and Support Entities
Beneficiary Services Department – Ministry of Foreign Affairs
• Website: mofa.gov.sa
• Email: customercare@mofa.gov.sa
• Unified Number: 920011114
