Water: Compensation for outages within 12 hours and a 6-month grace period for overdue bills

has issued The Saudi Water Authority a comprehensive regulatory guide for the provision of water and wastewater services. This guide aims to standardize procedures, enhance service quality, and guarantee the rights of beneficiaries, while clearly defining the obligations of both service providers and subscribers. This reflects a commitment to improving sector efficiency and achieving operational sustainability.
The Authority emphasizes at the outset that it is the final authority in interpreting and implementing its provisions. Service providers are obligated to implement all directives and decisions issued by the Authority within the specified timeframes. If implementation proves impossible, an extension must be requested in advance; failure to comply will be considered a violation requiring accountability and immediate adherence.

Regulating private property and ensuring supplies

The guidelines emphasize the prohibition of service providers constructing or extending any part of water or sewage networks within private property boundaries without fulfilling regulatory requirements and obtaining the necessary approvals. This is part of protecting property rights and regulating infrastructure.
Conversely, the guidelines obligate service providers to guarantee water supply and wastewater collection for all establishments within the urban area, whether through the established networks or via water tankers and non-network services, at approved rates, thus ensuring service continuity and preventing interruptions.
The guidelines stipulate that in the event of a water outage exceeding 72 hours due to reasons beyond the customer's control, they are entitled to request a water tanker at a reduced rate of 4 riyals per cubic meter, with delivery within 12 hours of submitting the request. This enhances consumer protection and mitigates the impact of outages.

Prohibition of discrimination and a commitment to full transparency

The Saudi Water Authority affirmed its commitment to prohibiting any form of discrimination against beneficiaries or denying them their rightful services, emphasizing the importance of not abusing authority in a way that infringes upon their rights.
It also mandated that service providers make all information related to the services offered available, including performance standards, tariffs, and beneficiary rights and obligations, through electronic platforms, call centers, and approved channels, ensuring transparency and easy access to information.

Precise regulation of consumption and meters

Regarding consumption regulation, the guidelines require service providers to conduct a comprehensive assessment of water and wastewater networks to determine the type and size of connections needed. They also grant service providers the right to install separate wastewater meters or calculate consumption at comparable rates if no meter is present or if consumption does not correspond to the size of the facility. The guidelines
emphasize the service provider's obligation to deliver water free of charge via off-grid services if contamination is proven to be due to their own negligence, while also bearing the costs of emptying, disinfecting, and refilling customers' water tanks.

Service provider and beneficiary obligations

The guide establishes a comprehensive framework for the contractual relationship between the two parties. It obligates the service provider to guarantee all beneficiaries' rights and to notify them when the sewage network is operational. The beneficiary, in turn,
The service provider is required to complete beneficiary data upon discovering any deficiencies. The beneficiary is responsible for settling consumption upon termination of their relationship with the property and must notify the service provider accordingly. They are also responsible for any outstanding bills in case of non-compliance, and may transfer the debt to other accounts belonging to them or have the service suspended for other properties they own.
The beneficiary is responsible for maintaining the internal networks and tanks and addressing leaks. It is emphasized that any internal leaks fall under their full responsibility, in addition to their obligation to pay all outstanding fees regularly.

An integrated system for handling complaints

The guidelines require service providers to receive and process beneficiary complaints within a maximum of 10 working days, with the possibility of extension by the Authority if necessary. They are also obligated to respond to the Authority's inquiries within the specified timeframes and to provide all necessary data; otherwise, the Authority has the right to take appropriate action based on the available documents.
Furthermore, the guidelines mandate the posting of informational signs in service offices detailing complaint handling procedures and timeframes. Service providers are also required to inform beneficiaries of the complaint's outcome electronically, along with details of the processing, and are prohibited from closing complaints without clarifying the results.

Reducing the number of overdue claims

Regarding financial aspects, the guide mandates that service providers collect payments regularly from all beneficiaries without exception. It sets a ceiling for overdue payments, capping them at six months' consumption for the residential sector, while non-residential and governmental consumers are entitled to claim the full amount due from the date of connection. The guide
prohibits allowing unauthorized use of water or sewage connections and emphasizes the beneficiary's responsibility for any violations or damages related to the meter or account, even in cases of joint ownership. Furthermore,
the guide stresses that service providers cannot refuse to provide sewage services due to outstanding debts, thus ensuring the continuity of essential services.

Organizing the technical relationship and operational responsibilities

The guide defines the meter as the point of reference for the service provider's responsibility, excluding internal networks or branch meters. It also mandates that the provider notify the customer if consumption is recorded after the meter has been shut off for any reason. The guide
requires customers to use water according to the efficiency and conservation guidelines and to establish a homeowners' association in multi-unit buildings. It grants the service provider the authority to suspend service in cases of non-compliance.
The Saudi Water Authority affirmed its jurisdiction to adjudicate cases not explicitly addressed in the guide, ensuring flexible implementation and addressing emerging issues.

Emergency services

The guide obliges service providers to provide water supplies via non-network services in emergency situations such as fires, with costs calculated according to the approved tariff for the government sector, and to document operations through joint minutes and standardized forms, in order to ensure the accuracy and transparency of procedures.