The Board of Directors of the Saudi Electricity Regulatory Authority approved an amendment to the “Electricity Service Provision Guide,” with the aim of improving the customer experience and providing more flexible and transparent services. Details of the amendment were published in the latest issue of the official “Umm al-Qura” newspaper, released on Friday.
Improvements to the Billing Cycle and Bill Delivery
Among the most notable changes is the extension of the maximum period for calculating the monthly consumption bill from 30 to 31 days, a technical adjustment aimed at giving service providers greater flexibility in issuing bills without disrupting the monthly billing cycle or imposing any additional burdens on consumers.
The amendment also emphasizes the service provider’s obligation to deliver bills electronically to subscribers, while maintaining the option of other methods approved by the Authority in cases where digital means are not available to the consumer, as part of the push toward digital transformation and streamlining procedures.
Radical reforms to the mechanism for service disconnection due to non-payment
In a significant amendment regarding cases of disconnection electricity service due to non-payment, the procedures regarding notices to subscribers and the extension of grace periods have been revised, in a move that strengthens subscribers" rights and gives them sufficient opportunity to settle their financial obligations.
According to the amendment, if a utility bill includes unpaid amounts for three consecutive months, or if the amount exceeds 1,000 riyals, the service provider is entitled to disconnect the power 60 days after the date the bill was issued, provided that a series of advance notices is followed.
The amendments stipulate that the consumer must receive three progressive warnings, beginning with a first notice 30 days after the bill is issued, followed by a second notice 45 days later, and then a final notice sent just 4 days before the scheduled date of disconnection. The service provider is required to carry out the disconnection on the date specified in the final notice, provided that these notices are sent via the official channels approved in Appendix No. (7) of the Service Provision Manual.
Greater Consumer Protection and an Additional Grace Period for Settlement
This amendment represents a significant shift in the relationship between the service provider and the subscriber, as it grants consumers sufficient time to address any payment delays, and avoid sudden service disconnection, particularly given the economic challenges some individuals may face. It also enhances the clarity of procedures and provides a graduated warning system that helps prevent disputes.
Emphasis on Transparency and Continuous Improvement
The Electricity Regulatory Authority emphasizes that these amendments are part of its ongoing efforts to keep pace with developments in the electricity market and improve service quality, thereby contributing to increased consumer satisfaction and ensuring fairness in the application of regulations. The amendments also reflect the Authority’s commitment to expanding the use of digital tools and ensuring that procedures related to billing and service disconnection are clear and easy for everyone to understand.
With this update, the Authority continues its reform agenda to develop the electricity service delivery environment in the Kingdom, thereby enhancing operational efficiency and raising transparency standards, while maintaining a balance between the rights of subscribers and the obligations of service providers.
