Musaned complaint: recruitment offices and domestic worker disputes

A Musaned complaint against a recruitment office is filed from your Musaned account: “Technical support and complaints”, “Create a support request”, “Recruitment requests”, then the contract. Expected resolution: two days if not escalated. Employer and domestic worker disputes over the contract, wages or rights go to amicable settlement at the Ministry of Human Resources. Musaned: 920002866.

Steps

1. To complain about a recruitment office or company: sign in to your account on the Musaned platform, choose “Technical support and complaints” (الدعم الفني و الشكاوى), then “Create a support request”, then “Recruitment requests”, choose the contract the complaint is about, and complete the complaint details.
2. The electronic complaints system accepts complaints on unified contracts that are active or whose status is “Arrived” (تم الوصول). The complaint goes first to the service provider to settle amicably; if no solution is reached it is escalated and the Ministry decides it finally.
3. The expected time to resolve a complaint is two days if it is not escalated. Follow it from your Musaned account under “Support and complaints”, or on 920002866.
4. To get the recruitment cost back after cancelling an electronic contract within the first 5 days from payment: it is refunded to the card you paid with, or to the bank account registered under “My details” (بياناتي), within two working days.
5. If the contract is cancelled 6 days or more after payment: the recruitment office named in the contract is responsible for transferring the amount under the contract terms, and if it does not, you may file a complaint. When you cancel the contract on Musaned, a financial claim is raised automatically under the cancellation policies, and you get a message with the refunded amount and its details.
6. In a complaint to recover the recruitment amount without cancelling the contract: the office is given two days to transfer the amount; if it does not respond, the complaint is escalated automatically to the specialist team to decide. If the office responds to the financial claim, returning the dues takes no more than 10 days.
7. The recruitment period is the one agreed in the mediation contract, at most 90 days from paying the recruitment costs and the start of the contract. Measures against a defaulting office include suspending it from contracting on Musaned, withdrawing its licence, and cashing its bank guarantee to return people's dues.
8. If a domestic worker stops coming to work during the probation period, the employer obtains an absence report (بلاغ انقطاع), and the recruitment office refunds the recruitment costs minus the time the worker stayed, using the formula in the contract. Details of the report are on the Dalni page “Absence report (huroob)”.
9. For a dispute between a household employer and a domestic worker, such as employment contracts, wages, rights, work injuries or dismissal: it is heard in amicable settlement at the Ministry of Human Resources and Social Development, the stage before a labour case is filed in court.
10. The rules for settling domestic worker disputes, published on the Ministry's website in May 2026, say the settlement office works to resolve the dispute within no more than 4 working days from the first session. If it cannot be settled, a record of non-agreement is issued and the claimant may file a case in the competent labour court. If the claimant misses a session, the case is shelved.
11. Rights of a domestic worker under the Domestic Workers Regulation include: a monthly wage in the official currency; no more than 10 hours of actual work a day; at least 8 hours of continuous daily rest; a weekly rest day agreed in the contract; the employer may not keep the worker's passport or documents; and an end-of-service benefit of one month's wage for every 4 consecutive years.
12. Musaned's official channels, around the clock: phone 920002866 and email care.e@musaned.gov.sa. To cancel a complaint after filing it, contact customer service on these channels.