المملكة: 310 million electricity compensation… "Energy" Launches a consumer protection model

Restructuring the Electricity Sector

During the launch ceremony, the Governor of the Saudi Electricity Regulatory Authority spoke; Engineer Abdullah bin Mohammed Al-Bishi, about the Authority’s model of consumer protection.

He explained that it comes as an extension of a reform process that began, with the restructuring of the electricity sector in 2019 AD, with the generous guidance and continuous support of the wise leadership, may God support it, and the follow-up and empowerment of His Highness the Minister of Energy, Chairman of the Authority’s Board of Directors.

This process led to building a more efficient and transparent electricity system, centered on consumer protection, improving service, and enhancing reliability. And the sustainability of the sector.

Consumer Protection Model

The Governor explained that the Consumer Protection Model represents an institutional and cultural transformation that places the consumer at the heart of the system, and makes follow-up and care begin with the Authority, and not after submitting a complaint, by understanding the experience, analyzing the indicators, and taking the necessary measures before the consumer is affected.

Also through an integrated digital system, linking the Authority with service providers, and following up, monitoring, analyzing and forecasting, based on all the technical and operational data in Sector.

With regard to the launch of the Authority’s new identity, the Authority’s Governor explained that the new identity expresses the Authority’s departure into a more advanced regulatory phase, focusing on justice, transparency and proactiveness, and seeks to enhance service reliability, protect consumers’ rights, and support the structure of the electricity sector, in line with the objectives of the “Saudi 2030” Vision.

The Electricity Sector in Saudi Arabia

Engineer Abdullah Al-Bishi stated that the process of transformation, since the restructuring of the sector, has been clearly reflected in Protecting the rights of consumers, in accordance with high quality standards, which the Authority has obligated electric service providers to do.

The value of compensation provided to eligible consumers, according to the Electrical Service Level Standards Guide “Guaranteed Standards”, increased from about 2.5 million riyals in 2019 AD, to more than 310 million riyals, in 2025 AD, until the month of October, stressing that these numbers came as a result of enhancing fair supervisory and regulatory effectiveness.

In addition to the consumer protection model and the authority’s new visual identity, during the occasion, the authority launched its application for smart phones, which allows consumers to access services and information easily and transparently.