The the Saudi Water Authority the rights of customers that must be upheld before, during, and after the suspension of water service due to non-payment, as part of its regulatory role in the water sector and its commitment to promoting transparency, in accordance with applicable regulatory frameworks, to ensure the rights of consumers and improve service delivery.

The Authority clarified that customers have the right to receive advance notice prior to disconnection, to have the reason for the action clearly documented upon its implementation, and to have service restored within a maximum of 24 hours from the time payment is completed.

It emphasized that if any of these rights are not fulfilled, the beneficiary has the right to file a complaint with the service provider for resolution, and if there is no response, they have the right to escalate the complaint to the Authority for resolution, emphasizing that it monitors service providers" compliance as part of its regulatory role in the water sector.

In a related context, the Authority noted that flexible financial solutions are available, in collaboration with the National Water Company, to help beneficiaries meet their obligations and reduce the risk of service suspension, in accordance with a specific mechanism published on the Authority’s platforms.