Protocols for Wholesale and Retail Trade Stores, Malls and Commercial Centers

Professionals & Health Workers

Working Hours

  • Working hours are according to the regulations followed prior to COVID-19 unless directives are issued otherwise.


  • Take customers’ temperature at entrances, and prevent customers whose temperature exceeds [38 degrees Celsius] from entering the store.
  • Prevent customers who are not committed to wearing a mask or anything that covers the nose and mouth from entering.
  • Use visible floor stickers to organize queues in crowded places to ensure physical distancing between customers (such as entrances, exits, elevators and toilets).
  • Determine the allowed number of customers in each store [one customer for every 9 square meters of the store’s internal space], and set up panels that show the customer’s capacity.

The Employees

  • Use visible floor stickers to show physical distances between employees and customers in crowded workplaces (such as customer service offices).
  • Take the temperature of the employees daily. Prevent employees or employees of external parties whose temperature exceeds [38 degrees Celsius] from entering the store.
  • All employees must wear personal protective equipment (fabric masks or whatever covers the nose and mouth) at all times during work.
  • Prevent employees at high risk of infection (as per the definition attached in Appendix A) from coming to work and oblige them to work remotely from home.


  • Allow materials to be tested in-store and keep the fitting room closed.

Store / Warehouse

  • Maintain recommended social distancing of one and a half meters between customers and employees in crowded areas of the store at all times (such as entrances, exits, and customer service counters).
  • Use floor paint for escalators to ensure using it by one person at a time (with a 6-stairs distance between people).
  • Encourage payment through electronic payment devices (such as online payment options, bank card and smart phones).
  • Disinfect facilities and all surfaces frequently touched by employees and customers (such as cash counting machines, shelves, and toilets) at least once daily.
  • Disinfect trolleys and shopping baskets after each use (if any).
  • Ensure that dedicated hand sanitizers are placed in shared areas, toilets, and near frequently used doors for disinfection after each use.
  • Disable all public touch screens (such as information screens).
  • Dispose of materials that employees share (such as pens used to fill in worksheets, and shared devices such as drinking water devices, etc.).
  • Use no-touch waste bins, and constantly dispose waste.
  • Allow using parking spaces without restrictions, and permit valet parking.
  • Allow full access to the mall and its facilities, including sitting and dining areas, prayer areas, cinemas, and game halls, with the necessity to apply health protocols for each facility.
  • Allow restaurants and lounges designated for food to be opened, with the necessity to adhere to restaurant and cafe protocols.
  • Allow opening of entertainment and game venues, including those designated for children, with the necessity to follow protocols for entertainment venues.
  • Close fitting rooms.


  • Prepare isolation rooms in case of suspected COVID-19 infection.
  • Take the temperature of employees, and prevent anyone whose temperature exceeds 38 degrees Celsius from entering the workplace. The employee must adhere to home isolation, and she/he must be notified of the importance of visiting a doctor and bringing a medical review notice.
  • If a confirmed infection is registered among employees, the protocols approved by the Ministry of Health, and the Saudi Center for Disease Prevention and Control must be applied.

Awareness and Implementation of Regulations

  • Educate customers and employees on adhering to updated safety instructions (such as: physical distancing, hand washing, and surface disinfection).
  • Place a panel at the entrance to the facility that includes a statement of violations.
  • Assign a protocol manager, and direct the Security and Safety Department (if any) to support him/her with security guards or employees, at the entrances, exits, and inside the store to ensure that established protocols are followed, except for small shops such as groceries and supplies, then a worker from the same shop is sufficient to regulate entry and prevent crowding.
  • Designate a channel to receive opinions and feedback from customers and employees, to report breach of protocols, or to suggest any new ideas, such as e-mail, accounts on social media, or phone numbers.
Appendix (1): Groups at higher risk of infection