Water service disconnection is prohibited in Saudi Arabia during Ramadan and the Hajj season
Introduction: New updates to consumer protection
In a move aimed at enhancing quality of life and protecting consumer rights, the Saudi Water Authority announced significant updates to its Water and Wastewater Services Provision Guide. Among the most prominent of these updates, which will take effect on April 5, 2026, is the prohibition of disconnecting water service to subscribers during sensitive periods and religious and national holidays, reflecting the leadership's commitment to the stability of families and the uninterrupted provision of essential services.
General context: Water strategy and the Kingdom's Vision 2030
These regulatory updates are part of the National Water Strategy, stemming from Saudi Vision 2030, which aims to achieve a sustainable water sector that develops and preserves water resources and provides a safe and reliable supply. Saudi Arabia is a global leader in desalinated water production, having invested billions of riyals in infrastructure to ensure water security. The new guidelines reflect this development by governing the relationship between service providers and beneficiaries, and ensuring the highest standards of transparency and efficiency.
The importance of the decision and its local and international impact
Domestically, the decision ensures the stability of Saudi families and residents during the holy month of Ramadan, Eid al-Fitr, Eid al-Adha, as well as National Day and Founder's Day. Regionally and internationally, the ban on service interruptions in the holy cities of Mecca and Medina during the Hajj season (from the 1st to the 20th of Dhul-Hijjah) reflects the Kingdom's longstanding commitment to serving the pilgrims and guarantees a healthy and safe environment for millions of pilgrims arriving from all corners of the globe. Furthermore, service interruptions are prohibited even in cases of pending billing complaints.
Service suspension and resumption controls
The new guidelines establish clear and fair mechanisms for handling outstanding debts. The service provider is only permitted to initiate water disconnection procedures if the outstanding balance exceeds 1,000 riyals, or if three consecutive bills remain unpaid. The regulations require notifying the customer and granting them a 15-day grace period for payment. Following this, a final notice is issued with a five-business-day deadline before disconnection is enforced. Entities with a sensitive nature are granted an additional grace period of up to 30 days. Upon payment, the service provider is obligated to restore water service within a maximum of 24 hours.
Subscriber rights and compensation for service interruption
To ensure that beneficiaries are not negatively impacted, the guide stipulates the subscriber's right to request a water tanker at a reduced cost of 4 riyals per cubic meter in the event of a delay or interruption in service delivery exceeding 72 hours due to circumstances beyond the subscriber's control. The tanker must be provided within 12 hours of the request, with deliveries continuing every 15 days until service is restored. The guide also specifies a 10-business-day processing period for new connection requests and a maximum of 25 business days for on-site implementation after payment of fees.
Delivery and meter transportation costs
The guide outlines the financial fees with complete transparency. The fee for relocating meters up to two meters is 2,500 riyals for smaller diameters and 3,500 riyals for larger diameters, with an additional 1,000 riyals charged for each additional building unit. For the non-residential sector, connection fees start at 3,000 riyals for water and 5,000 riyals for sewage, with variable costs added for areas exceeding 3,000 square meters. These pricing structures aim to regulate urban expansion and efficiently cover infrastructure costs.
