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Minister of Transport and Logistic and Chairman of the Board of Directors of General Authority of Civil Aviation (GACA) Eng. Saleh bin Nasser Al-Jasser signed today MoU in the fields of seaplanes and airstrips between the governments of the Kingdom of Saudi Arabia and the Republic of Maldives. The MoU was signed by the Maldives Minister of Transport and Civil Aviation Mohamed Ameen, in the presence of GACA President Abdulaziz bin Abdullah Al-Duailej, on the sidelines of a visit by a delegation from the Maldives to the Red Sea Destination. The MoU aims to enhance cooperation in the field of seaplanes and airstrips to provide a safe air transport environment in accordance with international best practices. It also aims to implement regulations aimed at ensuring the safety and security of seaplane operations and their development. The Red Sea Destination is being developed responsibly for people and nature by Red Sea Global (RSG), which is dedicated to creating world-class sustainable tourism destinations in Saudi Arabia. RSG owns the first seaplane company in the kingdom, Fly Red Sea, headquartered at the Red Sea International Airport, which connects visitors to the stunning resorts located on the various islands of the destination through a variety of options, including seaplanes. The Red Sea International Airport has become a major gateway for luxury tourism, contributing to enhancing Saudi Arabia's global leadership in innovation and sustainable development. The airport operates entirely on renewable energy and has runway for seaplanes and a private passenger lounge.

The General Authority of Civil Aviation (GACA) released its July report on the performance of Saudi Arabia's domestic and international airports. The report evaluates airports based on 11 operational performance standards that align with strategic objectives to enhance services and ensure a seamless traveler experience. The report highly ranked King Abdulaziz International Airport in Jeddah, Prince Mohammed bin Abdulaziz International Airport in Madinah, Abha International Airport, Qaisumah International Airport, and Qurayyat Airport. GACA categorizes airports into five categories for performance evaluation based on annual passenger numbers to ensure transparency. King Abdulaziz International Airport in Jeddah secured the top spot in the category of airports with more than 15 million passengers annually, with an 82% compliance rate. Following closely behind was King Khalid International Airport in Riyadh at 82%, with King Abdulaziz International Airport outperformed King Khalid International Airport in terms of achieving the standards. In the category of international airports serving 5 to 15 million passengers annually, Prince Mohammed bin Abdulaziz International Airport in Madinah ranked first with a 91% compliance rate. Similarly, King Fahd International Airport in Dammam also achieved a 91% compliance rate. However, Prince Mohammed bin Abdulaziz International Airport outperformed King Fahd International Airport in terms of meeting the standards. In the annual passenger category of 2 to 5 million, Abha International Airport ranked first with a 100% compliance rate, while King Abdullah bin Abdulaziz Airport in Jizan came in second, also with a 100% compliance rate. Abha International Airport outperformed King Abdullah bin Abdulaziz Airport in Jizan in terms of meeting the standards. In the category of airports with less than 2 million passengers annually, Qaisumah International Airport ranked first with a 100% compliance rate, surpassing its competitors in average waiting time for departing and arriving flights. Qurayyat Airport secured the top spot in the fifth category of domestic airports with a 100% compliance rate, outperforming all other airports in terms of average waiting times for departing and arriving flights. GACA assesses airport performance using 11 key performance indicators. These include passenger waiting times at check-in counters, time spent at baggage carousels, passport control, customs areas, standards for people with disabilities, and other standards based on international best practices.

The General Authority of Civil Aviation (GACA) has issued the classification index for air transport service providers and airports to inform passengers about their performance and help them make informed choices. The assessment is based on the number of complaints filed with GACA by travellers. According to GACA, 1422 complaints were filed by travellers on Saudi air carriers in July. Saudi Arabian Airlines (Saudia) had the fewest complaints among the airlines, 25 per 100,000 travellers, and a complaint resolution rate of 100%. Flynas came in second, with 27 complaints per 100,000 travellers and a resolution rate of 100%. Flyadeal came in third with 34 complaints per 100,000 travellers and a resolution rate of 99%. The most common complaints in July were about luggage, flights, and tickets. According to the report, King Khalid International Airport in Riyadh had a remarkably low complaint rate of 0.4% per 100,000 passengers and a 100% complaint resolution rate, despite serving over 6 million annual passengers. With less than 6 million annual passengers, Hail International Airport had a complaint rate of 1% per 100,000 passengers and a 100% complaint resolution rate. Bisha Airport had the lowest complaints among domestic airports, with a complaint rate of 3% per 100,000 passengers and a 100% complaint resolution rate. These low complaint rates testify to the high quality of service these airports provide. GACA reiterated that the monthly classification report aims to help passengers make informed choices, promote transparency, demonstrate its credibility and keenness to deal with travellers' complaints, stimulate fair competition, and develop and improve services. According to the authority, multiple communication channels are kept open around the clock to enable interaction with travellers and airport visitors. They are: Call Center number 1929, WhatsApp service at 0115253333, email: gaca-info@gaca.gov.sa, social media accounts, and GACA's website. Through these channels, the authority receives complaints concerning boarding passes, employee behavior, and services for persons with disabilities and limited mobility. In support of its partnering airports, GACA prepared a booklet containing guidelines on handling traveller complaints. The booklet, which was circulated among airport operators, sets out service agreements and the rules for all types of complaints and inquiries. The authority also trains, through regularly held workshops, employees of national airlines and ground service companies that deal directly with travellers on how to comply with passenger protection regulations.

The General Authority of Civil Aviation (GACA), represented by the committee responsible for reviewing violations of the Civil Aviation Law provisions, issued its report for the second quarter of 2024. The report included the issuance of 111 violations, imposing financial fines exceeding 4.5 million Riyals on entities and individuals violating the Civil Aviation Law, its executive regulations, and the instructions issued by the authority. The report showed that 111 violations were issued, including 92 violations against air carriers for breaching the Passenger Rights Protection Regulation, with fines amounting to 4.4 million Riyals. Additionally, 5 other violations were issued against air carriers for non-compliance with the authority’s systems and instructions, with total fines of 140,000 Riyals. Furthermore, 2 violations were issued against licensed companies for not adhering to the instructions issued by the authority in practicing their licensed activities, with total fines amounting to 30,000 Riyals. The report also revealed that the committee issued 12 violations against individuals, including 10 violations detected onboard aircraft, with total fines amounting to 3,900 Riyals. Additionally, 2 violations related to the use of drones without authorization from the authority were issued, with total fines amounting to 10,000 Riyals. The authority clarified that these measures are part of its keenness to achieve transparency and clarity, confirming its ongoing commitment to its regulatory and supervisory role in the aviation sector, improving passenger experience, and enhancing the quality of air transport services in the Kingdom.

The General Authority of Civil Aviation (GACA), represented by the Air Transport and International Cooperation sector, has announced the authorization for US-Bangla Airlines to commence operating regular passenger flights between the Kingdom and the People’s Republic of Bangladesh, on the Dhaka–Jeddah route, during the 2024 summer season. The airline will operate seven weekly flights, with one flight per day, starting from August 1. This step comes as part of the General Authority of Civil Aviation’s continuous efforts to enhance air connectivity and link the Kingdom with the world, in line with the objectives of Saudi Vision 2030, which aim to position the Kingdom as a global logistics hub, open new horizons for travel, and support the goals of the National Aviation Strategy.

The General Authority of Civil Aviation (GACA) concluded its participation in the Africa-Indian Ocean Aviation Week (AFI Week 2024) conference, hosted by Gabon’s capital city of Libreville. AFI Week 2024 aimed to continue developing strategies and measures necessary to support and enhance the aviation industry on the continent. GACA, represented by Executive Vice President of Air Transport and International Cooperation Ali bin Mohammed Rajab, announced during his speech at the opening ceremony that the Kingdom has allocated $150,000 to the International Civil Aviation Organization's (ICAO) Comprehensive Regional Implementation Plan for Aviation Safety in Africa (AFI Plan) and the Comprehensive Regional Implementation Plan for Aviation Security and Facilitation in Africa (AFI SECFAL Plan). Rajab noted that the initiative aims to enhance security and safety levels in air transport. The amount, he said, is part of the $1 million donation made by the Custodian of the Two Holy Mosques to the ICAO's No Country Left Behind (NCLB) initiative. He also indicated that the Kingdom is one of the largest supporters of international organizations and a pioneer in supporting the aviation industry. Moreover, he stressed that the Kingdom is continuously committed to contributing to the growth of this industry, aiming to enhance its performance. On the sidelines of AFI Week 2024, Gabon Vice President Joseph Berre received the Saudi ambassador to Gabon, Faraj bin Nader, and GACA's Rajab in Libreville. During the meeting, they reviewed bilateral relations, areas of cooperation, and ways to enhance and develop them in the field of civil aviation between the two countries. In a separate meeting, Rajab met with African Civil Aviation Commission (AFCAC) Secretary-General Adefunke Adeyemi, discussing ways to enhance cooperation between the Kingdom and AFCAC in various fields of civil aviation.

The General Authority of Civil Aviation (GACA) authorized Air Samarkand to commence flights for passengers from Uzbekistan to Saudi Arabia during the summer season of 2024. The Uzbek airline will operate two weekly flights from Samarkand to Jeddah in a step that aligns with GACA’s ongoing efforts to enhance air connectivity between the Kingdom and the world. Such efforts are part of the objectives of Saudi Vision 2030, which aims to establish the Kingdom as a global logistical hub and open new horizons for travel, in line with the goals of the Saudi Aviation Strategy.

The General Authority of Civil Aviation (GACA) of the Kingdom of Saudi Arabia concluded its tour of several events in the United Kingdom (UK) held on the sidelines of the Farnborough International Airshow 2024, which took place from July 22 to 26 at Farnborough Airport in the United Kingdom, it was reported today. President of GACA and head of its delegation Abdulaziz bin Abdullah Al-Duailej reviewed the investment opportunities enabled by the National Aviation Strategy and assessed the extent of the developments led by GACA in the system aiming to enable growth and innovation in the aviation industry. During their visit to the exhibition, Al-Duailej and the accompanying delegation were briefed on the latest technologies, innovations, and solutions in the aviation industry, including advanced air mobility, space, and sustainability. They also explored the modern technologies offered by the participating companies in the field of civil aviation. The delegation also visited Cranfield University in Britain, where they were briefed on the university's research in aviation sciences, including the latest technologies offered by its digital air traffic control center. GACA also held a roundtable meeting with Saudi-British Joint Business Council to discuss investment and cooperation opportunities in the civil aviation sector. The meeting addressed ways to enhance investment relations between the Kingdom of Saudi Arabia and the UK, as well as efforts to develop economic and investment ties between them. It also discussed ways to develop high-quality investments and enable the private sector to benefit from investment opportunities in both countries. On the sidelines of the exhibition, GACA signed a memorandum of cooperation with the German company Lilium, a leading manufacturer of vertical take-off and landing (VTOL) aircraft, with the aim of contributing to the development of the regulatory framework for advanced air mobility in Saudi Arabia. The memorandum strengthens GACA's cooperation with international companies to enable advanced air mobility applications in Saudi Arabia and aligns with its efforts to establish regulations and rules that encourage the growth of this type of mobility while ensuring the highest levels of safety, security, and passenger protection. The Saudi Air Navigation Services Company (SANS) also signed a framework agreement with the British Air Traffic Services (NATS) to enhance airport capacity. In addition, SANS signed a memorandum of understanding between the Saudi Academy of Civil Aviation, Prince Sultan bin Abdulaziz University, and Cranfield University, with the goal of developing aviation science research between the two parties and exchanging expertise among specialists. flynas, Saudi Arabia's leading low-cost air carrier, also signed an agreement with Airbus to purchase 160 new aircraft, including 30 wide-body A330neo aircraft and 130 single-aisle aircraft of various models from the A320 family, bringing the total volume of its aircraft purchase orders to 280 within seven years

Leading carrier and best low-cost airline in the Middle East flynas has signed a landmark agreement with Airbus for the purchase of 160 new aircraft. The order comprises 30 wide-body A330neo airplanes and 130 narrow body A320-family airplanes. It more than doubles flynas’ total ordered aircraft to 280 over seven years after a 2016 deal to purchase 120 airplanes. The move aligns with Saudi Vision 2030, aimed at transforming the aviation sector and supporting flynas’ ambitious expansion under the slogan “We connect the world to the Kingdom of Saudi Arabia.” This deal cements flynas’ status as one of the top four low-cost airlines worldwide. The agreement was signed at Farnborough Airshow in London, attended by General Authority of Civil Aviation (GACA) President Abdulaziz Al-Duailej and flynas chairman Ayed Aljeaid. The signing ceremony also featured flynas chief executive and managing director Bander Almohanna, chief executive of commercial aircraft Christian Scherer, and executive vice president of commercial transactions Paul Meijers. “I congratulate flynas on this significant agreement, which reflects the rapid development and transformation of Saudi Arabia’s aviation sector under Vision 2030,” Al-Duailej said, celebrating the milestone. “The growth and expansion of flynas are truly remarkable.” He described the deal as pivotal for achieving the National Civil Aviation Strategy’s goal to connect the Kingdom with over 250 international destinations and increase passenger traffic to 330 million annually by 2030. Almohanna highlighted the strategic importance of the deal, stating that it reinforces the determination to establish flynas as a leading global low-cost carrier. “By doubling our order volume to 280 Airbus aircraft, we ensure sustainable growth across our network of regional and international routes, spanning short, medium, and long-haul flights,” he said. Notably, this is the carrier’s first order for Airbus' wide-body A330neo, with deliveries starting in 2027, Almohanna noted. He said that the new purchase will enable the carrier to explore new long-haul markets, offer more seat capacity, with diverse and innovative products to the passengers. Almohanna further noted that doubling the volume of flynas’ fleet orders supports the National Civil Aviation Strategy’s objectives, including increasing international connectivity to Saudi Arabia. Additionally, it reinforces the objectives of the Pilgrim Experience Program and the National Tourism Strategy and creates numerous direct and indirect job opportunities. Almohanna underscored flynas’ commitment to medium- and long-term growth, aiming to expand the fleet operation size to over 160 aircraft by 2030 from 61 aircraft currently. The existing fleet consists of 53 A320neo aircraft, four A320ceo aircraft, and four A330ceo aircraft. Meanwhile, Scherer expressed delight to expand Airbus’ partnership with flynas through this significant deal for both A320neo and A330-900 aircraft. “The A330neo will allow flynas to further grow into widebody markets by building on the A320, benefiting from Airbus’ unique commonality,” Scherer emphasized. “Both aircraft types offer flynas the perfect versatility and economics to expand into new markets while offering their passengers the latest cabin experience and comfort. He added that Airbus looks forward to continuing its successful collaboration with flynas as it embarks on an exciting new chapter. Last year at the 2023 Paris Air Show, flynas signed an agreement with Airbus for 30 additional A320neo aircraft as part of fleet expansion from the previous order for 120 aircraft, which was signed in 2016. Currently, flynas operates over 70 domestic and international routes with more than 1,500 weekly flights and has served over 78 million passengers since its launch in 2007.

the General Authority of Civil Aviation (GACA) held a roundtable meeting of the Saudi-British Business Council in London to explore investment and cooperation opportunities in the civil aviation sector. The meeting was chaired by His Excellency Mr. Abdulaziz bin Abdullah Al-Duailej, President of GACA, and attended by Dr. Rania Leontaridi, Director General of Aviation, Maritime, and Security at the UK Department for Transport, Ms. Jenny Gubbins, Chair of the UK side of the Council, and a delegation of Saudi-British Business Council members, vice presidents, CEOs, officials, and aviation experts.  The meeting discussed ways to strengthen investment ties and boost economic collaboration between Saudi Arabia and the United Kingdom. It also addressed private sector engagement and strategic investment opportunities across both countries. In his opening remarks, GACA President Mr. Al-Duailej highlighted the National Aviation Strategy and the strong bilateral relationship between the two nations. He noted that total Saudi exports to the UK reached SAR 1.36 billion by Q1 2024, with an annual growth rate of 5.82 percent between 2018 and 2023. He also mentioned that in 2023, passenger traffic between the two countries neared one million, reflecting a 50 percent increase from the previous year.  His Excellency emphasized Saudi Arabia's strategic location linking three continents and its commitment to supporting global aviation through infrastructure development and investment. He highlighted GACA’s efforts to adopt innovations such as Advanced Air Mobility (AAM), smart air traffic management systems, and the integration of AI and digital technologies to improve operations and the passenger experience. The meeting featured a presentation on the National Aviation Strategy, including progress in connecting to 250 destinations, digital transformation, the AAM roadmap, and the Environmental Sustainability Program. The presentation also included an overview of the Saudi airport sector, investment mechanisms, business opportunities, and key enablers and incentives. Saudi Air Navigation Services (SANS) signed a framework agreement with the UK’s NATS to enhance airport capacity. On the sidelines of the meeting, Mr. Al-Duailej met with Dr. Rania Leontaridi to discuss joint cooperation. He also met with Mr. Martin Rolfe, CEO of NATS, and Mr. Mark Burns, CEO of Gulfstream, alongside Saudi aviation sector representatives to review developments in the aviation industry and opportunities for enhancing general aviation in the Kingdom.

The President of the General Authority of Civil Aviation (GACA), Abdulaziz bin Abdullah Al-Duailej, visited on Tuesday the Farnborough International Airshow, accompanied by the vice-presidents and CEOs of companies operating in the civil aviation sector in the Kingdom. The President of GACA and the accompanying delegation toured the exhibition’s pavilions and discovered the aviation industry’s modern technologies, innovations, and solutions, including advanced air mobility, space, and environmental sustainability. GACA signed a memorandum of cooperation (MoC) with Lilium, the leading German company in the manufacture of electric aircraft and the field of regional air transport, to develop and implement the regulatory framework necessary to introduce vertical take-off and landing (VTOL) aircraft into the Kingdom beginning from 2026. During the visit, Al-Duailej met with the CEOs of Embraer, a Boeing company Wisk, and Lilium, where aspects of cooperation in the civil aviation industry were reviewed. The President of GACA attended the signing of the memorandum of understanding (MoU) between the Saudi Academy of Civil Aviation (SACA), Prince Sultan University (PSU) and the British Cranfield University, which aims to develop aviation science research and exchange experiences between specialists.

July 22, 2024 The General Authority of Civil Aviation (GACA) issued its June report on the performance of domestic and international airports in Saudi Arabia. Airports are assessed based on 11 operational performance standards, which align with strategic objectives to enhance services and ensure a seamless traveler experience at Kingdom airports. The report ranked King Khalid International Airport, King Fahd International Airport, Abha International Airport, Al-Ahsa International Airport, and Qurayyat Airport highly. GACA categorizes airports for performance evaluation based on annual passenger numbers, ensuring a transparent approach. King Khalid International Airport in Riyadh secured the top spot in the category of airports with more than 15 million passengers annually, with an 82% compliance rate. Following closely behind was King Abdulaziz International Airport in Jeddah at 64%. In the category of international airports serving 5 to 15 million passengers annually, King Fahd International Airport tied for first place, with a 91% compliance rate. Prince Mohammed bin Abdulaziz International Airport followed with a 82% compliance rate. In the 2 to 5 million annual passenger category, Abha International Airport and King Abdullah bin Abdulaziz Airport in Jizan demonstrated a 100% compliance rate. However, Abha International Airport outperformed King Abdullah bin Abdulaziz Airport by surpassing higher targets in the specified evaluation criteria. In the category of less than 2 million passengers annually, Al-Ahsa International Airport achieved a 100% compliance rate, outperforming its competitors regarding average waiting time for departing and arriving flights. Qurayyat Airport came first in the domestic airport category, with a 100% compliance rate. It outperformed all competing airports regarding average waiting time for departing and arriving flights. GACA evaluates airport performance through operational performance standards focused on critical passenger touchpoints. These include check-in, security, passport control, customs, baggage claim, and assistance for passengers with reduced mobility (PRM). These metrics ensure a seamless and efficient travel experience for all passengers and are aligned with international best practices.

The General Authority of Civil Aviation (GACA) has signed a memorandum of cooperation with Lilium, the leading German manufacturer of vertical take-off and landing (VTOL) aircraft. The agreement aims to support the development of a regulatory framework for advanced aerial mobility in Saudi Arabia. It was signed on the sidelines of GACA’s participation in the 2024 Farnborough International Airshow, held from July 22–26 at Farnborough Airport in the United Kingdom. This memorandum strengthens GACA’s collaboration with global aviation leaders to enable the adoption of advanced aerial mobility applications in the Kingdom. It aligns with the Authority’s ongoing efforts to establish clear regulations and frameworks that promote growth in this sector while ensuring the highest standards of safety, security, and passenger protection. His Excellency Abdulaziz bin Abdullah Al-Duailej, President of GACA, stated that the agreement reflects GACA’s commitment to supporting innovative and sustainable air mobility solutions, in line with the goals of the National Aviation Strategy and Saudi Vision 2030. He added that through partnerships with leading global aircraft manufacturers, GACA seeks to develop a robust regulatory environment to ensure the safe and efficient operation of VTOL aircraft and advanced air mobility systems. Al-Duailej further emphasized that this collaboration is part of the broader aviation sector strategy and supports initiatives focused on sustainability and environmental preservation. He noted that Saudi Group recently signed a purchase agreement with Lilium for up to 100 electric aircraft—including 50 confirmed and 50 optional units—offering unprecedented connectivity solutions during Hajj and Umrah seasons. These aircraft will also enable faster access for visitors to major sporting, entertainment, and tourism events, and help connect the Kingdom’s mega projects through premium aerial services that meet future expectations. GACA has already launched a comprehensive national roadmap for advanced air mobility, in collaboration with multiple international partners. This roadmap sets the foundation for safe and efficient operations of new air mobility technologies and focuses on integrating VTOL aircraft into the existing aviation infrastructure and broader transportation ecosystem. Klaus Roewe, CEO of Lilium, stated that the agreement confirms Lilium’s commitment to contributing to the development of advanced air mobility regulations in Saudi Arabia. He added, “Our goal is to help shape both the regulatory and operational foundations needed to begin electric aviation operations for our customers in the Kingdom.” Roewe noted that the agreement provides one of the essential building blocks for launching electric flight operations successfully, outlining a clear path for the regulatory steps ahead. This partnership highlights GACA’s ambition to establish Saudi Arabia as a global leader in advanced air mobility solutions. It follows several successful aerial mobility trials, including a historic air taxi demonstration in June 2024 during Hajj season in Makkah. That trial, conducted in collaboration with the Ministries of Transport and Logistics Services, Hajj and Umrah, Interior, and the company Front End Limited, featured the EH216-S electric VTOL drone aircraft. In 2023, another successful air taxi trial was conducted in NEOM using aircraft developed by Volocopter, reinforcing the Kingdom’s commitment to safely integrating these technologies by hosting a wide range of tests and demonstrations in partnership with leading international aircraft manufacturers.

The General Authority of Civil Aviation (GACA), with a delegation headed by GACA President Abdulaziz bin Abdullah Al-Duailej, is scheduled to participate in the 2024 Farnborough International Airshow, which will be held between July 22 and 26 at Farnborough Airport in the UK. The event will feature several important aviation industry activities. The Farnborough International Airshow provides a platform for GACA to showcase the role of the civil aviation sector in the Kingdom and the progress made in achieving the objectives of the National Aviation Strategy. It also aims to build relationships and investment partnerships with the civil aviation system in the UK. The Saudi delegation will review the available investment opportunities and the significant developments led by GACA in the aviation system to enable growth and innovation in the aviation industry. During the Saudi delegation's participation in the event, GACA, in partnership with the Saudi-British Joint Business Council, is planned to organize the Saudi-British Aviation Roundtable Meeting. This event aims to exchange expertise and highlight the investment opportunities offered by the Kingdom in this vital and important sector.

The General Authority of Civil Aviation (GACA) issued an index for the classification of air transport service providers and airports based on the number of complaints filed by travelers to the authority in June. GACA stated that the total number of complaints submitted by passengers against air carriers in June amounted to 900. Saudi Arabian Airlines (Saudia) was the least carrier complained about, with 12 complaints per 100,000 passengers. The state-run airline recorded a timely complaint handling rate of 99%. Flynas ranked second, with 14 complaints and a closure rate of 100%. Meanwhile, Flyadeal came third, with 18 complaints per 100,000 passengers, reporting a timely complaint closure rate of 96%. The most frequent complaints for June were about luggage, boarding and ticketing services. For the same month, King Abdulaziz International Airport in Jeddah reported the lowest complaints, at a rate of 0.4% per 100,000 passengers, among international airports that receive over six million passengers annually. Only 16 complaints were submitted by travelers, with a timely complaint handling rate of 77%. Abha International Airport was the least airport complained about, at a rate of 1% per 100,000 passengers, among international airports that receive less than six million passengers annually. Only eight complaints were submitted, with a timely complaint handling rate of 100%. For domestic reports, Bisha Airport recorded the lowest complaints per 100,000 passengers with one complaint, or 3%, recording a timely complaint processing rate of 100%.