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Registered with the Digital Government Authority under number : 20250406046
Toll Free 939

Service Level Agreement for Eservices

To access the Service Performance Statistics:
NAAMA | E-Service Statistics
To access the Portal Performance Statistics:
Portal statistics during the last 30 days | MEWA
 
​​​​​Service Level Agreement for E-Services

 The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through the diverse systems, as well as the rights and duties of the Ministry of Environment, Water and Agriculture (MEWA) and the beneficiaries. This Agreement is an explicit agreement between MEWA and all involved parties, whether they know about the agreement or not. Receiving any of the services included in this Agreement is an implicit consent by recipients of the services to all terms and conditions stated in this Agreement, without prejudice to any other agreements that maybe included in the service provision.

 MEWA is to abide by justice and privacy rules in addressing beneficiaries' services requests confidentially, and will exert its best efforts to provide high quality services to all beneficiaries.
 
 Below are the commitments of both MEWA (the service provider) and beneficiaries:

1. Rights and Duties of Beneficiaries:

• MEWA Portal administration is responsible for providing e-services throughout all days of the week, including weekends and vacations;
• Beneficiaries' requests are addressed fairly and confidentially, and responses will be through the system, SMS or e-mails, as appropriate and according to the service type; 
• The Portal allows user account registration, through which beneficiaries may submit their requests for services and applications provided by MEWA through its Portal, and can follow-up the messages and the progress of their requests through this account;
• Registration should be using the same information in the ID, and the entered data should be correct. Incorrect entered or attached data will lead to discarding the request;
• Applicants are fully responsible for their choices and for abiding by the regulations of services provision, and all breaching requests will be discarded;
• In the event of accepting any request, the applicant shall be notified through his registered email. Users may inquire about the status of their requests through their registered accounts on the Portal; and 
• Visitors' login to MEWA Portal is deemed to be an approval of all use terms and conditions, that are an explicit agreement between MEWA and beneficiaries.

Request Type
Expected Processing Time
​Inquiries
Immediate
Procedural service
​5 working days

 Channel
Request Type
Availability 
Response Time
Expected Processing Time
 Purpose of Recording ​
Phone Call 939
​​​​​Complaints - Inquiries  - Report - Suggestions - Technical Support
​ ​ ​ ​ ​
​		Sunday - Thursday 8:00 AM - 6:00 PM
 20 seconds
​​​​​​ 5 working d​ays
​ ​ ​ ​ ​ ​
​​​​​The requests will be recorded to preserve beneficiary rights and continuously improve custome​r service channels

LiveChatSunday - Thursday 8:00 AM - 6:00 PM
90 seconds
Complaints and Inquiries
24\75 working days
WhatsApp
Sunday - Thursday 8:00 AM - 2:00 PM
Immediate
Social Media Channels  MEWA_KSA
24\7
20 minutes
Social Media Channels - Beneficiaries Services Account:  MEWA_CARE
24\720 minutes
Email:
E-services@mewa.gov.sa
Sunday - Thursday 8:00 AM - 2:00 PM
Immediate


2. MEWA Rights and Duties:

• MEWA is responsible for addressing messages and correct requests and contacting the applicants within the set period of time, that may increase or decrease as the case may be;
• MEWA is to hold its employees accountable for any failure to address requests and inquiries of beneficiaries;
• MEWA Portal administration is to adhere to justice and privacy rules in addressing beneficiaries' requests;
• MEWA is responsible for solving registration and login issues and other problems related to accessibility to any of the Portal sections;
• The Portal administration is entitled to discard non-compliant requests or that include incorrect data;
• The Portal administration is entitled to temporarily suspend some services or systems for maintenance or other reasons;
• MEWA Portal visitors shall not access the Portal with the intention of damaging it or corrupting any of its content;
• MEWA Portal visitors shall report any failure or error, if any, with the aim of improving the content and functions of the Portal; and
• Applicants are fully responsible for their choices and for abiding by the regulations of services provision.

Help and Support 

 MEWA Portal includes a section for helping and supporting beneficiaries, through the diverse communication channels in the Portal. This section provides all the kinds of help that MEWA Portal visitors may need. The content is meant to suit the largest possible number of visitors, so different readable and mass media materials are available in different forms, in addition to detailed information and links to some other helpful sections. MEWA Portal administration is also responsible for responding to the inquiries received through the 'Contact Us' page.


ServiceService AvailabilityExpected Service Completion Time
Request for a Set of Data24/730 days
Aquatic Organisms Import Permit24/73–5 business days
Registration of Fertilizers and Soil Amendments24/73–5 business days
Permit for the Return of Camels and Livestock Owned by Non-Saudis for Grazing24/73–5 business days
Horse Registration Certificate Printing Service24/7Immediate
Request to Suspend or Cancel Horse Services24/71 business day
Request to Open or Close a Stallion for Breeding24/71 business day
Request to Approve a Name or Update a Horse Stable24/71 business day
Horse Passport Service (New / Replacement for Lost Passport)24/75 business days for new / 14 business days for replacement
Horse Death Notification or Cancellation Service24/71 business day
Horse Birth Notification Service24/760 business days for regular notification / 30 business days for expedited notification
Horse Export Service24/71 business day
Horse Import Service24/71 business day
Horse Ownership Transfer Service24/71 business day
Agricultural Pesticides Registration24/73–5 business days
Issuance of Environmental Permits24/7Not specified
Registration of Camel Data – "Owners of the Saudi Camel Federation"24/75 business days
Issuance of Phytosanitary Certificate24/75 business days
Livestock Numbering and Registration Service24/75 business days
Request to Export Vegetables Produced in Greenhouses24/75 business days
Cancellation of Veterinary Practice License24/75 business days
Cancellation of Individual Apiary24/75 business days
Transfer of Individual Apiary24/75 business days
Renewal of Individual Apiary24/75 business days
Seed Import and Export License Request24/73 business days
Seedling Import License Request24/73 business days
Pesticide Import and Export License Request24/73 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Transaction Inquiry24/7Immediate
Request to Renew a Fishing License for a Foreign Worker24/74 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Veterinary Tools and Supplies Import Permit24/75 business days
Individual Apiary24/75–7 business days
Boat Management24/72 business days
Dependent Management24/72 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Fisheries Aquaculture Projects Support24/75 business days
Camel Ownership Transfer24/75 business days
Camel Data Management24/75 business days
New Agricultural Labor Request24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Preliminary Permit Request24/75 business days
Mobile Veterinary Clinic License24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Veterinarian Permit Transfer24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Preliminary Permit Request24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Preliminary Permit Request24/75 business days
Poultry Support Projects24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Settlement of an Operational Project24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Preliminary Permit Request24/75 business days
Temporary Agricultural Labor Request24/75 business days
Compensation Request24/75 business days
Sponsorship Transfer24/75 business days
Beekeeper Permit – Professional Practice Request24/75 business days
Qualified Agricultural Services24/75 business days
Saudi GAP Certificate Request24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Expansion of an Operational Project24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Expansion of an Operational Project24/75 business days
Operational License Request24/75 business days
Construction License Request24/75 business days
Request to Change Activity (Constructional – Operational)24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Construction License Request24/75 business days
Operational License Request24/75 business days
License Renewal Request (Constructional – Operational)24/75 business days
Request to Convert a Paper License to an Electronic License24/75 business days
Cancellation of an Operationally Licensed Project24/75 business days
Expansion of an Operational Project24/75 business days
License Ownership Transfer (Constructional – Operational)24/75 business days
Construction License Request24/75 business days
Operational License Request24/75 business days
Vegetation Cover Fund Financial Support24/715–20 days (during the afforestation season and subject to availability)
Participation in an Afforestation Campaign24/715–20 days (during the afforestation season and subject to availability)
Cancellation of Beekeeper Permit24/75 business days
Agricultural Investment Registration Abroad Service24/73 business days
Wild Animal Import Permit24/75–7 business days
Transit Permit for Vegetables and Fruits24/75 business days
Transit Permit for Falcons24/75 business days
Transit Permit for Livestock24/75 business days
Transit Permit for Horses24/75 business days
Transit Permit for Pets24/75 business days
Export Service Request for Open-Field Vegetable Crops in the Arabian Shield (Onions and Potatoes Only)24/7Maximum 3 business days
Export Service Request for Open-Field Vegetable Crops in the Arabian Shield (Excluding Onions and Potatoes)24/7Maximum 3 business days
Movables Platform24/715 business days
Fishermen Compensation and Support Service24/760 days
Vegetable and Fruit Import Permit24/75 business days
Import of Seeds and Agricultural Seedlings for Research Trials24/73 days
Fresh Vegetable and Fruit Import License Request24/73 days
Live Livestock Export Permit24/75 business days
Veterinary Solutions Export Permit24/75 business days
Export Permit for Scientific and Research Purposes24/75 business days
Wildlife Organisms Export Permit24/75 business days
Live Birds Export Permit24/75 business days
Semen Export Permit24/75 business days
Horse Semen Export Permit24/75 business days
Permanent Horse Export Permit24/75 business days
Entry and Exit Permit24/75 business days
Entry and Exit Permit24/75 business days
Disclosure of an Unlicensed Well24/77 business days
Pet Export Permit24/75 business days
Hatching Eggs/Chicks Export Permit24/75 business days
Honeybee and Queen Bee Export Permit24/75 business days
Animal Products Export Permit24/75 business days
Animal Waste Export Permit24/75 business days
Falcon Export Permit24/75 business days
Rabbit and Rodent Export Permit24/75 business days
Veterinary Diagnostic Specimens and Preparations Export Permit24/75 business days
Animal-Use Equipment Export Permit24/75 business days
Aquatic Organisms Export Permit24/75 business days
Veterinary Equipment Export Permit24/75 business days
Agricultural Sites Inquiry24/7Immediate
Inquiry About Well-Drilling Contractor Licenses24/7Immediate
Inquiry About Organic Products and Inputs24/7Immediate
Escalation of Water Complaints24/760 days
Wildlife Organisms Import Permit24/75 days
Suppliers Portal24/71 business day
Veterinary Practice License24/715 business days
Saudi Horse Equestrian Platform24/75 business days
Meyad24/72 days
E-Recruitment Portal24/71 month (depends on the recruitment competition)
Agricultural Record Issuance Service24/75 business days
Veterinary Doctor Visit24/73 business days
Veterinary Health Certificate24/71
Permanent Horse Import Permit24/75 business days
Horse Semen Import Permit24/75 business days
Veterinary Solutions Import Permit24/75 business days
Veterinary Items Import Permit24/75 business days
Import Permit for Scientific and Research Purposes24/75 business days
Animal Products Import Permit24/75 business days
Veterinary Equipment Import Permit24/75 business days
Honeybee and Queen Bee Import Permit24/75–7 business days
Falcon Import Permit24/75 business days
Livestock Semen and Embryos Import Permit24/75 business days
Animal Waste Import Permit24/75 business days
Balagh24/710 business days
Afforestation24/715–20 days (during the afforestation season and subject to availability)
Request to Cancel the Certification Body License24/72 days
Request to Approve an Inspector/Representative of the Certification Body24/72 days
Certification Body License Renewal Service24/75 business days
Certification Body Registration and Licensing Service24/710 days
Requests for Granting the Organic Production Inputs Logo and QR Code (Fertilizers, Soil Amendments, Biofertilizers, Plant Protection Products)24/730 business days
Registration of Organic Production Inputs (Fertilizers, Soil Amendments, Biofertilizers, Plant Protection Products)24/760 days
Citizen's Voice24/710 business days
Small Livestock Breeders Support Program24/760 business days
Camel Numbering Request24/75 business days
Mooring Transfer Request24/76 business days
Boat Ownership Transfer24/75 business days
Boat Addition and Registration24/75 business days
Fish Trap Deployment Request24/77 business days
Fish Trap Import Request24/78 business days
Request to Add an Engine to a Boat24/75 business days
Request to Replace the Current Boat Engine24/75 business days
Boat Deregistration Service24/74 business days
Fishing License under the Saudization System24/75 business days
Fishermen's Sons License24/75 business days
Individual Fishing License24/74 business days
Investor License24/76 business days
Permanent Craftsman License24/75 business days
Saudi Fishing Worker License24/75 business days
Foreign Fishing Worker License Request24/74 business days
Temporary Fishing Worker License Request24/75 business days
Seasonal Fishing License Request24/75 business days
Requests for Granting the National Organic Products Logo and QR Code24/730 business days
Organic Product Certification Support Requests for Organic Farms24/730 business days
Organic Product Certification Support Requests for Farms Undergoing Organic Conversion24/730 business days
Organic Farm Support Requests24/730 business days
Support Requests for Farms Undergoing Organic Conversion24/730 business days
Requests for Those Wishing to Convert to Organic Production24/745 business days
Live Birds Import Permit Request24/75 business days
Breeder Record Transfer Request24/75 business days
Veterinary Clinic Visit Appointment Request24/73 business days
Vaccination Appointment Request24/75 business days
Animal Sampling Request24/75 business days
Breeder Record Activation Request24/75 business days
Waiting List Registration Request24/75 business days
Breeder Record Issuance Request24/75–7 business days
Cat Import Permit Request24/75 business days
Livestock Import Permit Request24/75 business days
Egg/Chick Import Permit24/75 business days
Rabbit and Rodent Import Permit Request24/75 business days
Livestock Census Certificate Request24/75 business days
Request to Add/Cancel Equipment or Change the Company Name for a License to Practice Manual or Tubular Well-Drilling Contracting Activities24/77 business days
Inquiry About Applications for Licenses to Practice Manual Well-Drilling Contracting Activities (Before License Issuance)24/7Immediate
Inquiry About Applications for Licenses to Practice Tubular Well-Drilling Contracting Activities (Before License Issuance)24/7Not specified​

​

Latest edit date: 31 August 2026 09:36 AM Kingdom of Saudi Arabia time.
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