Customer Charter

Customer Charter

The Social Development Bank Portal is deemed an important channel of interaction and communication with beneficiaries, and services and information provided by the Bank. As such, the Social Development Bank seeks to form a strong relationship with its audience based on standards reinforcing, strengthening, and developing such a relation in order to realize benefit to both sides. This charter involves the commitments embraced by the Portal towards its visitors, and, on the other hand, the responsibilities of those visitors towards the portal as well.

Commitments of Social Development Bank

Proceeding from the Social Development Bank vision and mission, and in order to achieve the objectives of the portal, we seek to provide the best possible services for the users of the Portal. This Charter identifies the top commitments of SDB portal:

Assistance and support:
The Portal includes a section for assisting and supporting those benefiting from it, this section provides assistance for the  Portal's visitors, taking into account that it should be adequate for the biggest potential number of visitors. For that, readable content and a variety of media materials were provided, in addition to detailed information and links to some assistance forms such as: Knowledge Center, frequently asked questions, multilateral inquiry sections, ease of use, etc.

Privacy and confidentiality:
The Social Development Bank Portal takes confidentiality of its users and visitors as a top priority, and the Portal Administration makes every effort in order to provide high-quality services. Further information is available here.

Providing Communication and Contact points:
The Portal Administration is committed to interacting and responding to the inquiry requests coming to it via Contact Us page. 

E-service standards
  1. The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 4 seconds.
  2. The time taken for the accessibility to the Portal’s homepage is about the average between 2-4 seconds.
  3. Readiness ratio is 99.95%.
SDB Customer Responsibilities

As long as the Social Development Bank Portal is committed to providing the best possible services for its customers, there are a set of responsibilities for those customers to bear in a way guaranteeing that they have benefitted from those services in line with what the Portal Administration. Following are some details on the customers' responsibilities towards the Portal.

Usage Policy and Disclaimer
Usage of the Social Development Bank Portal is available for your personal use, and your access and use of this portal are subject to terms and conditions of use and the regulations of the Kingdom of Saudi Arabia. Your access to this portal is considered an unconditional acceptance to the terms and conditions of usage whether you were a registered user, or not, this acceptance is in force as of the date of your first use of this portal.​ Further information can be viewed here.

Restrictions on Usage:
you approve refraining from the following:

  1. Provide or upload files that contain software, materials, data or other information that is not owned by you or you or you are not licensed to use them.
  2. Use this portal in any way to send any commercial or undesirable e-mail, or any misuse of that sort.
  3. Provide or upload files on this portal that contain viruses or corrupted data.
  4. Publish, announce, distribute, or circulate materials or information containing defamation, law violation, or sexual, obscene, and against Islamic rulings or code of ethics materials; or illegal materials.
  5.  Subscribe via SDB portal in illegal or unlawful activities in Saudi Arabia.
  6. Use of any means, software or procedure to interfere or attempt to interfere with the proper operation of SDB Portal. 

 Intellectual Property
The Social Development Bank preserves all its rights to stop and imped any link in any way from any website that contains inappropriate, flagrant, defamatory, translational, obscene, pornographic, unacceptable, illegal topics, names, materials, or information that violate any law or breach any intellectual property rights, privacy rights, or public rights. 


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