المملكة: Water: Compensation for outages within 12 hours, and a ceiling for late bills of 6 months

Issued Directives and decisions issued by it within the specified periods, provided that an extension must be requested in advance if implementation is not possible, otherwise this will be considered a violation requiring accountability and immediate commitment.

Regulating private property and ensuring supplies

The guide stressed the prohibition of the service provider constructing or extending any part of water or sewage networks within the boundaries of private property without fulfilling the regulatory requirements and obtaining the necessary approvals, within the framework of protecting real estate rights and regulating the work of Infrastructure.

On the other hand, the service provider was obligated to ensure water supply and wastewater collection for all facilities located within the urban area, whether through regular networks or through water tankers and off-network services, according to the approved prices, ensuring continuity and uninterruption of the service.

The guide stipulates that in the event of a water outage for a period exceeding 72 hours for reasons that are not attributable to the beneficiary, he has the right to request a water tanker at a reduced cost of 4 riyals per cubic meter, provided that It is delivered within a period not exceeding 12 hours of submitting the request, which enhances consumer protection and limits the effects of interruptions.

Preventing discrimination and requiring full transparency

The Saudi Water Authority confirmed the prohibition of any form of discrimination between beneficiaries or depriving them of deserved services, with an emphasis not to exploit powers in a way that infringes their rights.

It obligated service providers to make all information related to the services provided available, including performance standards, financial tariffs, and rights. And the obligations of beneficiaries, through electronic platforms, call centers and approved channels, to ensure transparency and ease of access to information.

Accurate regulation of consumption and meters

In addition to regulating consumption, the guide obligated service providers to conduct a comprehensive assessment of water and sewage networks to determine the type and size of the required connections. It also gave them the right to install special sewage meters or calculate consumption according to similar rates in the event that there is no meter or consumption does not match the size of the facility.

It stressed the service provider’s commitment to delivering water for free through services. Network connection in the event of proven contamination resulting from an error on his part, with him bearing the costs of emptying, sterilizing and refilling the beneficiaries’ tanks.

Obligations of the service provider and the beneficiary

The guide specified an integrated framework for the contractual relationship between the two parties, as it obligated the service provider to guarantee all the rights of the beneficiaries, and to notify them when the sewage networks are operating, while the beneficiary is obligated to apply for the service and coordinate the connection to the network.

The service provider is obligated to complete the beneficiaries’ data upon discovering any A deficiency in it, while the beneficiary bears responsibility for liquidating the consumption upon terminating his relationship with the property, and informing the service provider of that, along with bearing any bills incurred in the event of non-compliance, and the possibility of transferring the debt to other accounts belonging to him or stopping the service from other facilities owned by him.

The beneficiary bears responsibility for maintaining the internal networks and tanks and treating leaks, while emphasizing that any internal leaks fall within his full responsibility, in addition to his commitment to paying the financial dues regularly.

An integrated system for treating Complaints

The guide obligates service providers to receive and process beneficiary complaints within a period not exceeding 10 working days, with the possibility of extending it by decision of the Authority when needed, in addition to obliging them to respond to the Authority’s inquiries within the specified periods, and to make all necessary data available. Otherwise, the Authority has the right to make appropriate decisions based on the available documents.

The guide also imposed the publication of information boards in service offices explaining the procedures for handling complaints and their time periods, while obliging the service provider to inform the beneficiary of the results of the complaint electronically with details of the treatment, and preventing complaints from being closed without Clarifying the results.

Limiting late claims

With regard to financial aspects, the guide obligated service providers to collect dues regularly from all beneficiaries without exception, while setting a ceiling for late claims not to exceed 6 months’ consumption for the residential sector, while the right to claim the entire dues for non-residential and government consumption categories from the date of connection.

Prohibiting enabling others to use water or sewage connections, and affirmed the beneficiary’s responsibility for any violations or damages related to the meter or account, until In the event that ownership is shared.

The guide stressed that it is not permissible for the service provider to refrain from providing sanitation services due to previous debts, in order to ensure the continuity of basic services.

Regulation of the technical relationship and operational responsibilities

The guide specified the meter as a dividing point for the service provider’s responsibility, so that its responsibility does not include internal networks or sub-meters, while obligating it to notify the beneficiary if consumption is recorded after the meter is closed for any reason.

It obligated the beneficiaries to use water according to the efficiency and rationalization guide. consumption, and establishing an owners’ union in multi-unit facilities, while giving the service provider the authority to stop the service in the event of non-compliance.

The Saudi Water Authority confirmed its jurisdiction to adjudicate in cases not stipulated in the guide, ensuring flexibility of application and handling of developments.

Emergency services

The guide obligated service providers to provide water supplies via offline services in emergency cases such as fires, with costs calculated according to the approved tariff for the government sector, and documenting operations through joint reports and unified forms, to ensure Accuracy and transparency of procedures.

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