The Saudi Water Authority updates its services guide to expedite completion

In a strategic move aimed at improving the quality of life and streamlining procedures for citizens and residents, the Saudi Water Authority the launch of the updated version of the “Water and Wastewater Services Provision Guide.” This update is part of a comprehensive regulatory initiative seeking to raise the level of services provided and promote fairness and transparency between service providers and beneficiaries across all regions of the Kingdom.

General context and development of the water sector in the Kingdom

The water sector in the Kingdom of Saudi Arabia is undergoing radical transformations and rapid developments in line with the objectives of Saudi Vision 2030 and the National Water Strategy. Historically, the sector has passed through several phases of restructuring and reorganization to ensure the sustainability of water resources and improve operational efficiency. The Saudi Water Authority was established to assume the regulatory and supervisory role, separating legislation from service provision, which has significantly contributed to creating a competitive and transparent environment. Updating the Water Services Provision Guide today is not merely an administrative procedure, but rather an extension of ongoing government efforts aimed at governing the sector, reducing water waste, and ensuring access to clean water and reliable sanitation services for all residential and commercial sectors according to the highest international standards.

Speeding up procedures and reducing waiting times

One of the most prominent features of the new updates is the direct focus on reducing service time and meeting beneficiaries' needs quickly and efficiently. The authority explained that the service delivery period has been reduced to a maximum of 30 working days instead of the previous 60 days, with a target of an average actual completion time of no more than 15 days.

In addition, the authority has mandated that service providers address customer complaints within a maximum of 10 working days. If a complaint is escalated, the authority is obligated to resolve it within a maximum of 5 days. These stringent procedures enhance response times and increase the reliability of services provided to the public.

Enhancing transparency and protecting beneficiaries' rights

To ensure the highest levels of integrity, the new updates have enabled beneficiaries to request water meter inspections by a neutral and accredited third party. This significant step strengthens mutual trust between consumers and service providers.

The updated guide also includes detailed regulations concerning reduced warning periods before service disconnection to minimize the accumulation of outstanding debts for subscribers. Strict controls have been put in place to address unauthorized connections, with violators bearing the associated costs. Furthermore, a mechanism for calculating lost consumption for governmental and non-residential categories with unregistered connections has been established, enhancing compliance efficiency and ensuring consistency in the application of regulations.

Strategic importance and expected impact

Domestically, this update positively impacts customer satisfaction by providing a clear legal framework that protects their rights and defines their obligations, thereby reducing disputes related to billing and services. Regionally and internationally, these regulatory steps position the Kingdom among the leading countries in public utilities governance and highlight its commitment to achieving the United Nations Sustainable Development Goals, specifically Goal 6, which focuses on ensuring the availability and sustainable management of water and sanitation for all.

More transparent and fair regulation

In this context, the Vice President for Water Sector Regulation, Dr. Fahd Abu Muati, affirmed that these updates reflect a serious commitment to establishing a more transparent and equitable regulatory framework. He noted that the guidelines carefully balance protecting the rights of beneficiaries with enhancing the efficiency of service providers. He emphasized the Authority's continued dedication to developing regulatory frameworks that keep pace with rapid developments and the sector's evolving needs.

In conclusion, the Saudi Water Authority called on all beneficiaries to visit its official website and review the updated version of the guide, so that they are fully aware of their rights and obligations, and to make the most of the updates that were specifically designed to improve the quality and stability of water services in the Kingdom.