Customer rights upon water disconnection: Saudi Water Authority regulations

In a move aimed at enhancing transparency and protecting consumer rights in Saudi Arabia, the Saudi Water Authority important and decisive clarifications regarding the rights of beneficiaries and the obligations of service providers before, during, and after the decision to suspend water service due to non-payment. This announcement comes within the framework of the Authority's growing regulatory role to ensure the sustainability of services and raise the efficiency of the sector in line with the objectives of the Kingdom's Vision 2030.

Basic rights of the beneficiary in case of payment default

The authority has established a set of strict standards that the service provider (such as the National Water Company) must adhere to in order to ensure that the beneficiary is not arbitrarily harmed. These rights include:

• Prior notice: The service may not be disconnected suddenly. The beneficiary must be alerted and notified of the impending disconnection date to give him the opportunity to rectify his financial situation.
• Documenting the reason for termination: When implementing the suspension procedure, the reason must be clearly documented, ensuring the beneficiary's right to know the legal justifications for the procedure.
• Speed ​​of service restoration: The Authority has obligated service providers to restore the water supply within a period not exceeding 24 hours from the moment payment is completed, which reflects the regulator’s keenness on the continuity of the vital service.

Complaints and escalation mechanism

The Saudi Water Authority has confirmed that these rights are not merely guidelines, but rather legal obligations. If the service provider fails to uphold any of these terms, the beneficiary has the right to take the following steps:

1. File a formal complaint directly with the service provider.
2. In case of non-response or dissatisfaction with the solution provided, the beneficiary has the right to escalate the complaint to the Saudi Water Authority for a decision, as it is the regulatory and monitoring body for the sector.

Context of transformation in the Saudi water sector

These measures are part of a broader context for developing the water sector in the Kingdom, which has witnessed a radical transformation in its structure in recent years, separating regulatory and operational roles. This restructuring aims to create a fair and competitive environment that guarantees the rights of all parties and focuses on improving the quality of life for citizens and residents. The Authority monitors the performance indicators of operating companies to ensure adherence to the highest standards of quality and reliability.

Financial solutions to avoid service interruption

Recognizing the challenges some customers may face, the Authority indicated its collaboration with the National Water Company to provide flexible financial solutions . These solutions include the option of paying outstanding debts in installments and managing financial obligations through convenient methods, thus reducing the risk of service interruption and ensuring the continued flow of water to homes and businesses. Customers can learn more about these mechanisms through the official platforms of the Authority and service providers.