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Service Level Agreement

Services provided by the Information & eGovernment Authority (iGA) are subject to a Service-Level Agreement (SLA) which ensures a 99.95% availability rate for ID card services and that transactions never exceed a specified period of time once all criteria are met as outlined in the table below.
The specified time period is not upheld in case the service is offered in partnership with a third party such as other government entities and others.

Privacy and confidentiality:The confidentiality of user data is of the highest importance to the iGA, which abides by the Personal Data Protection Law (PDPL) and strives to provide high quality services to all beneficiaries through the SLA.

ID Card Services Standards:
First: ID Card Issuance Services:

Service Application Maximum Period
Booking appointment to issue, renew, or replace ID card Online 1 business day
Inquiry about application status Online 1 business day
Issuance of ID card for children under 10 Online 3 business days
Issuance of new ID card In Person One hour
Renewal of ID card for Bahrainis Online
In Person
3 business days
One hour
Issuance of replacement ID card for Bahrainis Online
In Person
3 business days
One hour
Issuance of ID card for GCC citizens In Person One hour
Issuance of ID card for domestic workers Online 3 business days
Renewal of ID card/issuance of replacement ID card for domestic workers Online 3 business days
Issuance or renewal of ID card/Issuance of replacement ID card for non-Bahrainis who aren’t registered at LMRA Online
In Person
3 business days
One hour

Second: Update Services and Units:
Service Application Maximum Period
Updating ID card details Online
In Person
1-3 business days
One hour
Updating ID card chip data Online
In Person
One hour
5-10 minutes
Updating data of non-Bahrainis registered at LMRA Online
In Person
1-3 business days
One hour
Updating data of non-Bahrainis who aren’t registered at LMRA In Person
Self-service
One hour
5-10 minutes
Issuance of unit/establishment number Online
In Person
1-3 business days
One hour
Issuance of detailed data certificate In Person One hour
Issuance of ownership certificate In Person One hour
Activation of GCC card for GCC citizens In Person One hour

Third: Address Services:

Service Application Maximum Period
Issuance of new address certificate Online (Benayat System)
In Person
3-5 business days
1 hour
Receiving address certificates In Person One hour
Printing certificate of existing address Online
In Person
1-3 business days
1 hour
Amending addresses Online
In Person
1-3 business days
1 hour
Numbering new plots In Person 1-7 business days
Sending project plots to addresses department In Person 1 business day

Fourth: Services for Non-Bahrainis

Service Application Maximum Period
Booking appointment for renewal/issuance of replacement ID card / updating chip data for those registered at LMRA Online 1 business day
Booking appointment for issuance or renewal of ID card/issuance of replacement card/updating chip data for companions Online 1 business day
First issuance service for those registered at LMRA  Online 1 business day
Renewal of ID card/issuance of replacement ID card for those registered at LMRA Online
In Person
Self-service
1-3 business days
1-2 hours
5-10 minutes
Issuance or renewal of ID card/issuance of replacement ID card/updating chip data for companions Online
In Person
Self-service
1-3 business days
1-2 hours
5-10 minutes
Updating ID card details for those registered at LMRA Online
In Person
1-3 business days
One hour
Updating ID card chip data for those registered at LMRA In Person
Self-service
One hour
5-10 minutes
Issuance of notification for holders of multiple entry visa In Person One hour

Fifth: Fast Track service:

Service Application Maximum Period
Fast Track ID card services In Person 15-40 minutes

Sixth: Birth and Death Certificates:

Service Application Maximum Period
Issuance of birth certificate Online 1-3 business day
Replacement of birth certificate Online
In Person
1-3 business days
1-2 hours
Issuance of death certificate In Person 1-2 hours
Replacement of death certificate Online
In Person
1-3 business days
1-3 business days
Issuance of birth certificate for newborns In Person  3-5 business days
Printing birth certificates for citizens abroad  In Person 1-2 hours
Issuance of death or birth certificate by court order issued from Bahraini courts (provided legal criteria are met)  In Person 1-2 hours
Printing of death certificates for deceased citizens or resident within the Kingdom  In Person 1-2 hours
 Printing of death certificates for deceased citizens abroad  In Person 1-2 hours

Seventh: eKey Service:

Service Application Maximum Period
eKey service Online (Basic)
In Person
One business day
One hour

Help and Support:

In case if any service is not provided as per the agreement, the client can communicate via the following channels: 
The National Suggestion & Complaint system “Tawasul” via bahrain.bh/tawasul or through calling the Government Services Contact Center on 80008001