How to File an End of Service Benefit Complaint with the Ministry of Human Resources

Published: May 2026 | 10 min read

When an employer fails to pay End of Service (EOS) benefit, refuses to calculate it correctly, or withholds payment unfairly, employees have the right to file a formal complaint with the Saudi Ministry of Human Resources and Social Development (MHRSD). The process has been streamlined in recent years through digital platforms, making it accessible to all workers regardless of nationality. This step-by-step guide explains the entire process from initial consultation to final judgment.

Before Filing: Gather Your Documents

Before initiating any complaint, you must collect all relevant documentation. The strength of your case depends heavily on the evidence you can provide. Essential documents include:

Employment contract (signed by both parties).
Last salary slips showing basic salary details.
Bank statements showing salary transfers.
Iqama (residency permit) copy.
Letter of termination or resignation acknowledgment.
Any correspondence with the employer regarding EOS.
Service certificate from the employer (if issued).

You should organize these documents in digital format (PDF or images) as the online platform requires file uploads. Having complete documentation ready will significantly speed up the process.

Step 1: Attempt Amicable Resolution

The Ministry strongly encourages amicable resolution before formal complaint filing. Send a written request to your employer outlining your EOS calculation and requesting payment within a specific timeframe (e.g., 15 days). Use email or official correspondence so you have a record. In many cases, employers pay once they receive formal notice, especially if they know you are prepared to escalate. If the employer responds positively, obtain a written settlement agreement detailing the payment amount and timeline.

Step 2: File a Complaint via Qeewa (Friendly Settlement Platform)

If direct negotiation fails, the next step is to use the Qeewa platform, the Ministry's online friendly settlement system. Qeewa is designed to resolve labor disputes through mediation without resorting to formal litigation. The process works as follows:

Visit the Qeewa website or download the mobile app.
Create an account using your National ID (for Saudis) or Iqama number (for expatriates).
Select "File a New Complaint" and choose the category "End of Service Benefit."
Enter the employer's details (company name, CR number, etc.).
Upload all supporting documents.
Describe your claim clearly, including the amount you believe is owed and the basis of your calculation.

Once filed, a Ministry mediator will contact both parties to schedule a mediation session. Mediation can be conducted in person or virtually. The goal is to reach a mutually acceptable settlement within 21 working days.

Step 3: Mediation and Settlement

During the mediation phase, the Ministry mediator listens to both sides and proposes a settlement. Statistics show that approximately 40% of EOS complaints are resolved at this stage. If an agreement is reached, a binding settlement document is signed, and the employer must pay within the specified timeframe. If the employer fails to comply with the settlement, the Ministry can enforce payment through administrative measures, including suspending services to the company.

Tip: During mediation, present your EOS calculation clearly. Use the standard formula: basic salary × years of service × entitlement ratio. Having a clear, documented calculation increases the likelihood of a favorable settlement.

Step 4: File a Formal Labor Case

If mediation fails, the next stage is filing a formal labor case with the Primary Labor Court. The Ministry will issue a "settlement failure certificate," which is required to proceed to court. You can then file your case through the Najiz portal, the Saudi Ministry of Justice's digital platform. The steps are:

Log in to the Najiz portal using your Absher credentials.
Select "Labor Cases" and then "File New Case."
Attach the settlement failure certificate from Qeewa.
Upload all your evidence documents.
Specify your claim amount and legal basis.
Pay the nominal filing fee (typically 100-200 SAR for labor cases).

The court will schedule an initial hearing, usually within 30 days of filing. Both parties are summoned, and the judge will attempt conciliation before proceeding to formal hearings.

Step 5: Court Proceedings and Judgment

Labor court proceedings in Saudi Arabia are designed to be swift compared to other civil cases. The typical timeline for a first-instance labor judgment is 3 to 6 months. During proceedings:

The judge reviews all submitted evidence.
Witnesses may be called if relevant.
Expert accounting assessments may be ordered for complex EOS calculations.
The court issues a reasoned judgment.

If the judgment is in your favor, the employer has 15 days to appeal. If they do not appeal, the judgment becomes final and enforceable. The Ministry of Justice's enforcement department can then seize company assets or freeze bank accounts to satisfy the judgment.

Step 6: Appeal Process

Either party may appeal the Primary Labor Court's decision within 15 days of notification. The Appeals Labor Court reviews the case and can uphold, modify, or overturn the decision. The appeals process typically takes 2 to 4 months. Under the new Labor Law amendments, labor cases can ultimately reach the Supreme Court, though this is rare for standard EOS disputes.

Important Deadlines:
- Qeewa complaint: No strict deadline, but file as soon as possible.
- Labor court case: Must be filed within 12 months of the date the right accrued (Article 95 of the Labor Law).
- Appeal: Within 15 days of the judgment date.
Missing these deadlines can result in losing your right to claim.

Can You File a Complaint After Leaving Saudi Arabia?

Yes. Expatriate workers who have left Saudi Arabia can still file EOS complaints through the Qeewa platform remotely. The Ministry accepts online complaints from employees who are outside the Kingdom. The mediation sessions can be conducted virtually. If the case proceeds to court, the employee may need to appoint a legal representative in Saudi Arabia. Many law firms offer this service for a fixed fee.

Practical Tips for Success

File your complaint promptly. Delays can complicate evidence gathering and witness availability.
Be accurate in your claim. Courts can award only the amount proven with evidence.
Use the EOS Calculator to prepare a precise calculation of your entitlement before filing.
Consider hiring a labor lawyer if the amount is substantial or the case is complex.
Keep copies of all submissions and correspondence with the Ministry and the court.
Do not sign any settlement under pressure. You have the right to consult a lawyer before signing.

Legal Fees and Costs

Filing a Qeewa complaint is free of charge. Labor court filing fees are nominal (typically 100-200 SAR). If you hire a lawyer, fees vary widely. Some law firms offer free initial consultations for EOS cases. The labor court may also award legal costs against the losing party, though this is not automatic and depends on the circumstances.