Your Rights First: A Comprehensive Guide to Electricity Consumer Rights in Saudi Arabia

The Saudi Arabian Water and Electricity Regulatory Authority has launched a comprehensive awareness campaign under the slogan “Your Rights First,” with the aim of enhancing consumer awareness of their rights and obligations related to electricity service, in a step aimed at consolidating transparency and fairness in the relationship between service providers and end beneficiaries.

Background of the initiative and its national context

This campaign comes as part of the major transformations taking place in the Kingdom's energy sector, in line with the objectives of Saudi Vision 2030, which prioritizes improving the quality of services provided to citizens and residents. With the restructuring of the electricity sector and the modernization of regulatory frameworks, the need has arisen to empower consumers and provide them with the necessary knowledge to defend their rights. The campaign is based on the updated "Electricity Service Provision Guide," which serves as the primary reference document for regulating this contractual relationship and ensuring service delivery according to the highest standards of reliability and efficiency.

Key consumer rights guaranteed by the regulations

The organizer explained that the updated guide guarantees a range of fundamental consumer rights, which the campaign seeks to highlight, including:

• The right to reliable service: Guaranteeing continuous and reliable electricity service without unjustified interruptions.
• Billing transparency: Receiving a clear and detailed monthly bill that accurately explains the consumption items and associated costs.
• Protection against service disconnection: Electricity service to residential consumers may not be disconnected for non-payment in specific cases and at certain times, including:
• Examination periods for public education schools.
• During the holy month of Ramadan.
• After 12 noon.
• Outside of the official working hours of the service provider.
• In case there is an existing complaint regarding the invoice that has not been resolved.
• If there is a person in the facility whose life depends on the availability of electricity (special humanitarian cases).

The importance and expected impact of the campaign

The “Your Rights First” campaign is of strategic importance on both the local and economic levels. Locally, it is expected to contribute to increased consumer satisfaction, a reduction in complaints and disputes, and enhanced trust in service providers. It also incentivizes service providers to adhere to regulatory standards and improve the quality of their operations. Economically, a clear regulatory environment that protects the rights of all parties enhances the attractiveness of the energy sector for local and foreign investment, which contributes to the diversification and sustainability of the national economy. The Water and Electricity Regulatory Authority called on all consumers to visit its official website to review the “Electricity Service Provision Guide” in its entirety and familiarize themselves with all their rights and obligations, emphasizing its commitment to achieving the highest standards of fairness, protecting consumer rights, and ensuring the quality of services provided.