Electricity Service Guide
Saudi Arabia
Update: 23 June 2019
Electricity and Cogeneration Regulatory Authority (ECRA)
Electricity Service Guide
Reference Point for this document
In case of any inquiries or observations, please contact the Vic-Governor for Consumers & Service
Providers Affairs:
E-mail: vg_cspa@ecra.gov.sa
Tel: +966 11 2019172
Fax: +966 11 2019173
Periodic Update of this document
This is the 2nd edition of the Electricity Service Guide and will be updated as and when required.
Language of the Document
Disclaimer: This document has been prepared in English. This is an unofficial translation of the
Electricity Service Guide from the Arabic original. It is provided for the convenience of non-Arabic
speakers. The Arabic text is the official reference and shall govern in case of disagreement
between the English and Arabic versions.
Copyright © owned by the Electricity and Cogeneration Regulatory Authority
1 - 102
CHAP
TER
ARTICLE
NUMBER
1ST
Definitions and Terminology
1
Definitions and Terminology
General Regulations
2
General Regulations
Regulations and Procedures for the Permanent and Temporary Electricity Service connection
3
General Rules
4
Private Plots
5
Electrification of Villages and Rural Areas;
6
Residential Facilities That Do Not Have Legal Deeds or Valid Documents
7
Customer Loads Calculation.
8
Determination of number of Customer Meters
9
Sub-meters
10
Requirements for a New Electricity Service Connection
11
Connection Regulations according to Load levels
12
Electricity Service Connection for Minor Loads Without a Meter
13
Temporary Electricity Service Connection
Regulations and Procedures for Electricity Service Modification
14
Addition of New Load
15
Load Increase
16
Load reduction
17
Merging Loads
18
Load Splitting
19
Meter Replacement of Similar rating
20
Meter Relocation
21
Changing the Electricity Service Voltage
Regulations for Disconnecting and Reconnecting Electricity Service and Cancellation
22
Electricity Service Disconnection and Reconnection Due to Non – Payment
23
Electricity Service Disconnection due to other Reasons not Related to Payment
24
Electricity Service Disconnection for Places of Critical Loads
25
Cancellation of Electricity Service
26
Maintaining a Meter Until Renovation and Reconstruction works are Complete
Regulations for Applying the Consumption Tariff
27
Residential Tariff
28
Commercial Tariff
29
Governmental Tariff
30
Industrial Tariff
31
Agricultural Tariff
32
Consumption Tariff for Saline Water Conversion Corporation Pumping Stations
2ND
3RD
4TH
5TH
6TH
CONTENT
2 - 102
PAGE
6
12
15
16
17
17
17
18
20
21
21
26
26
28
28
29
29
29
30
30
30
32
34
37
38
38
40
40
41
41
42
42
7TH
8TH
9TH
Regulations for the Calculation of Consumption and Billing
33
Service Provider’s Responsibility for Consumption Calculation Accuracy
34
Determination of Consumption Category
Consumption Insurance for Temporary Service
35
36
Consumption Calculation and Bills Issue
37
Meter Reading Impediments
38
Consumption Merging and Splitting
39
Sub-meter Consumption Calculation
40
Dealing with Errors in the Calculation of Consumption and Billing
41
Meter Reading Omission by the Service Provider and Collecting Payment of Consumption
42
Faults due to Illegal Connections or Meter Tampering
43
Handling customer Complaints for Incorrect Consumption Billing
Regulation of Electricity Networks Displacement
44
General Rules
45
Clearances
46
Displacement Cases
47
Displacement Impracticality
48
Displacement based on Customer Request
49
Documentation required to Study Displacement Request
50
Execution Period for Distribution Network Displacement
51
Displacement Requests Records
Service Regulations and Procedures for Customers with Critical Electricity Loads
52
Definition of Customers with Critical Electricity Loads
53
General Regulations for Service of Customers with Critical Electricity Loads
Procedures carried out by the Service Provider for Customers with Critical Electricity Loads
54
55
Reliability of Electricity Service for Customers with Critical Electricity Loads
56
Addressing Customer, with critical Electricity Loads, hardship for Bills Payments
Conclusion
Appendices
1
Document Directory for the Guide
2
Approved Consumption Tariff
3
Approved Fees for Electricity Service Connection
4
Guidance Tables for Loads Calculations
5
Service Fees
6
Electricity Service Requirements
7
Communication and Notification Channels with Customers
8
Illustrations
9
Classification of Customers Facilities According to Usage category
10
Meter Inspection and Calibration
11
Clearances and Network Displacement
12
Agreement Form for Electricity Service connection on Distribution Voltage Level
13
Agreement Form for Electricity Service Consumption on Distribution Voltage Level
3 - 102
44
44
45
45
47
48
49
49
51
51
52
56
56
56
57
57
57
58
58
60
60
61
61
61
63
65
66
67
68
73
75
80
81
84
86
87
89
96
Introduction:
The main objective of the Electricity and Cogeneration Regulatory Authority is to ensure that
the supply of electricity and desalinated water is safe; of high quality; reliable and at
economically reasonable prices. To achieve this objective, the Authority is responsible for
establishing a regulatory framework for the electricity industry that is transparent, stable and
unbiased. This guide is the "Electricity Service Guide" which regulates the relationship between
the Customer and the electricity service provider and regulates the procedures for providing
services to recipients in all sectors, and is considered as one of the most important pillars of
regulatory frameworks established by the Authority. The Authority has strived to ensure that
the guide contains a summary of the practical lessons learned from the implementation of the
guide in its previous revisions and the results of the statistical and field studies of complaints
and suggestions of both customer and service providers, in addition to the best global and
regional practices recommended by the consultancy studies carried out by the Authority. The
preparation of this guide is a balance between customer rights and the interests of service
providers in order to achieve the highest level of public benefit in line with the requirements of
Electricity industry development plan.
The updated version of the guide has been issued in nine chapters and a number of appendices
detailing the aspects of the provision of electricity service to all Customers Sectors. It covers all
the stages, from the very beginning of the service request until implementation, passing through
the aspects of the service during the application period in terms of tariff and consumption
calculation .
Goal:
The purpose of this guide, is to regulate the relationship between the Customer and service
provider, and to organize the procedures related to providing services to recipients of all
sectors, in a manner that achieves a comprehensive balance between the interests of both the
Customer and service provider.
Scope:
This guide regulates the process of providing electricity services at various stages and regulates
the relationship between the electricity service provider and the customer or those affected.
4 - 102
References:
1. The Electricity Law issued by the Royal Decree No. (M / 56) dated 20/10/1426 H.,
and its amendment issued by the Royal Decree No. (M / 45) dated 06/07 / 1432H,
and any amendments thereto.
2. The Law of expropriation of real estate for public interest and the temporary seizure
of property issued by Royal Decree No. (M / 15) dated 11/03/1424 H.
3. The implementing regulations of the Electricity Law Related to the Duties of the
Authority issued by the Board of Directors Resolution of the Authority, No. 3/11/27,
dated 15/04/1427 H.
4. The implementing regulations of the Law for expropriation of real estate for public
interest and the temporary seizure of the real estate issued by the Ministers
Council - decision No. (54), dated 11/02/1437 H.
5. Regulations for controlling Rules of costs estimation for damage repair and
compensation, and to determine penalties for violations on service provider
facilities approved via ministerial decision by Water and Electricity Minister No.
(886/1) dated 02/11/1433 H.
6. The Saudi Arabian Grid Code issued by the Board of Directors resolution of the
Authority No. (3/16/28) dated 01/06/1428 H.
7. Distribution code issued by the Board of Directors decision of the Authority No.
(4/18/29), dated 02/05/1429.
8. Tariff Resolutions:
8.1 Ministers Council Resolution No. (169) dated 11/08/1419 AH and the amendments
thereto pursuant to the Ministers Council Resolution No. (170) dated 12/07/1421H.
8.2 Resolution of Ministers Council No. (166) dated 24/03/1439H.
8.3 Resolution of Ministers Council No. (188) dated 15/04/1439 AH.
8.4 Authority Board of Directors’ Resolution No. (3/28/34) dated 24/01/ 1434H.
8.5 Decision of His Excellency the Authority Governor number (58) dated 10/08/1432H.
8.6 Decision of His Excellency the Authority Governor No. (50), dated 12/03/1435H.
5 - 102
Chapter: 1
Definitions and Terminology
6 - 102
Definitions and terminology
Item (1): Definitions and Terminology:
1.1 The terms and phrases defined in the Implementing Regulations related to the Electricity
Law and the roles of the Authority (and not defined in this guide) shall have the same
meanings in this Guide unless otherwise indicated by the context.
1.2 The following terms and phrases shall comprise the intended meanings given to each one of
them when used in this guide unless otherwise indicated by the context.
1.3 The following abbreviations shall have the meanings given to each of them when used in this
guide unless otherwise indicated by the context:
 K.V: Kilo Volt.
 KWH: kilowatt Hour
 MVA: Mega Volt Ampere.
Ministry:
Ministry of Energy, Industry and Mineral Resources.
Authority:
Electricity and Cogeneration Regulatory Authority.
Guide:
This guide, entitled "Electricity Service Guide"
Distribution Network:
Consists of underground cables and overhead lines on distribution voltages, substations,
equipment and associated meters.
Transmission Network:
Consists of underground cables and overhead lines on transmission voltages, substations,
equipment and associated meters.
7 - 102
Areas Slated for development:
The areas within the current stage of urban development in accordance to Ministers Council
Resolution No. (157) dated 11/5/1428 H related to the rules of determining the urban range,
the plans of which are approved by the municipalities or by the concerned authority.
Areas not slated for development:
Areas that are not within the planned areas (for development).
Public Plots:
The Plots approved by the municipalities and the distribution of their lands, either awarded or
procured, regardless of its location from the phases of the urban scope, and requires that the
entire Plot is not owned by one party when the request for an electricity service connection (is
made).
Private Plots:
Approved Plots that are owned by a specific investor or investors.
Grid Boundary:
The surrounding area within the distance of one thousand (1000) meters from the existing
medium voltage grid based on the approved routes.
Standard voltage:
The specified voltage for electricity power transmission and distribution according to what is
approved in Grid and distribution codes.
Pre-dominant Voltage:
Standard voltage used by the service provider at the location of the electricity service
connection request.
Temporary Service:
Connection of electricity service for a limited period for construction (sites) or events purposes.
A Facility:
A separate building or facility licensed by the concerned authority.
An independent Unit:
A separated internal component of the building in accordance to the provisions of Article 8 of
this guide.
8 - 102
Service Meter:
The meter which measures common loads consumption serving more than one customer in one
facility such as fence lighting , stairs, roof, garden, water pump, swimming pool, elevator, guard
room, appendices and inner corridors of residential and commercial complexes.
Service Provider:
Any person holding a valid license issued by the Authority authorizing him to perform any
electricity-related works.
Applicant:
The individual person or of corporate status who submits an application for an electricity service
connection for the facility or separated unit that he owns or to make any modifications to the
service after the connection.
Consumer:
Every person who is provided with an electricity service for their own consumption.
Connection Agreement:
It is an agreement signed between the service provider and the customer, specifying the terms
and conditions of the electricity service connection.
Consumption Agreement:
An agreement signed between the service provider and the customer specifying the conditions
for the provision of the electricity service.
Tariff:
An approved fee for the provision of a service or commodity within any given electricity service.
Consumption Tariff:
The approved charges for electricity consumption as explained in Appendix 2 and any
amendments that might occur thereafter.
Connection Fee:
An approved fee for providing electricity service connection for the customer as explained in
Appendix 3 and any amendments that may occur thereafter.
The Distribution Code:
The distribution code issued by the Board of Directors decision No. (4/18/29) dated
02/05/1429 H and the amendments thereafter.
9 - 102
Grid code:
Saudi Arabian Code for Transmission system issued by the Board of Directors decision No.
(3/16/28) dated 01/06/1428 H and any subsequent amendments.
Transmission Substation:
A Substation that transforms the transmission voltage to another transmission voltage or to a
medium voltage.
Main Distribution Station:
The station which transforms the medium voltage to another medium voltage.
Distribution SubStation:
A substation which transforms the medium voltage to the low voltage.
Customer Substation:
A substation that transforms the voltage at the connection point to the required voltage by the
customer, which serves the customer loads firstly and is located on his property.
Clearances:
The distance between conductors and the ground or buildings or other facilities, and represents
minimum safety requirements when establishing transmission and distribution networks.
Law of Expropriation:
The Law of expropriation of real estate for the public interest and temporary seizure of the
property issued by Royal Decree No. (M / 15) dated 11/03/1424 H.
Protection of Service Providers’ Facilities Regulations:
A list of the rules of control and costs estimation of damages repair and compensation, and to
determine the penalties for violations on facilities belonging to the service provider, as approved
by the decision of the Water and Electricity Minister No. (886/1) dated 02/11/1433 H.
Substation:
This either refers to the transmission substation or the distribution substation according to the
context.
Working Day:
Any day in which the service providers offices are open in an official capacity to carry out their
work.
Guaranteed Standards:
These are the minimum level of electricity service that the service provider must comply with. In
the event that standards fall below that, then the service provider must compensate the
affected customer in accordance with the guaranteed standards guide as approved by the
Authority.
10 - 102
Chapter: 2
General Regulations
11 - 102
Item 2: General Regulations:
2.1 The Authority is the final reference point for the explanation or interpretation of any text or
clauses in this guide, or if there is any inconsistencies (actual or perceived) between the
guide and any other regulatory documents.
2.2 It is incumbent on the service provider to comply with all the applicable rules and regulations
and the approved technical codes and standards. The service provider is not required to
retroactively apply modifications to its network except in respects to safety or environmental
protection modifications, and the Authority has the final decision regarding the mandatory
modifications .
2.3 The Service Provider is not allowed to place its network or part of it within public or private
ownership boundary before satisfying the legal requirements and documents, and the
service provider must comply with all conditions that are issued by the licensing entity to
establish the network.
2.4 The service provider must guarantee all the Applicant and Customer rights mentioned in this
guide and the relevant laws and regulations, the most important of which is the right to
obtain the service and to provide information about his subscription in it according to the
provisions of this guide.
2.5 The Applicant and the Customer are obliged to abide by this guide’s provisions of relevant
laws and regulations, not causing harm to the interests of the service provider, the most
important of which is paying any outstanding dues, and not to misuse the service provider
facilities or any part of its network/equipment.
2.6 The Service Provider has the right to take any legal action such as disconnection or
withholding the service in order to deal with circumstances that may affect service provision
or affect network reliability and safety in accordance with the provisions of the Electricity
Law provisions ; its implementing regulations; this guide and any rules and procedures issued
in this regard.
2.7 The Service Provider has the right to exercise the right to remove any causes of damage to its
network in the event that the offender is unable to do so. The costs incurred shall be paid by
the offender in accordance with the provisions of this guide and the regulations for the
Protection of Service Providers’ Facilities.
2.8 The service provider must assign qualified personnel to handle Customer complaints in each
service office, assigning them to receive complaints and find solutions, with the number of
staff and those that are affiliated to the office commensurate with the number of Customers.
12 - 102
2.9 The service provider must place a notice in a conspicuous place in the service offices showing
the procedures for handling customer complaints. The Applicant or Customer shall have the
right to file his complaint to the Authority if he is not satisfied with the outcome of the
complaint from the service provider.
2.10 In the event of a complaint or dispute in any matter relating to this guide or its
implementation, or any aspect related to the provision of the electricity service, the
Applicant or Customer has the right to file a complaint, in accordance with the Customer
Complaints Process adopted by the Authority, which is posted on the their official website.
13 - 102
Chapter: 3
Regulations and Procedures for the
Permanent and Temporary Electricity
Service connection











General Rules
Private Plots
Electrification of Villages, Rural and Areas
Residential Facilities That Do Not Have Legal Deeds or Valid
Documents
Customer Loads Calculation.
Determination of number of Customer Meters
Sub-meters
Requirements for a New Electricity Service Connection
Connection Regulations according to Loads levels
Electricity Service Connection for Minor Loads Without a Meter
Temporary Electricity Service Connection
14 - 102
Regulations and Procedures for the Permanent
and Temporary Electricity Service connection
Introduction:
This chapter deals with the regulations and procedures for the connection of electricity services
for private plots, electrification of villages; rural, residential areas, and the connection of
permanent or temporary electricity services to facilities. This chapter also deals with the basis of
load calculation, the number of meters, service connection requirements and Connection
Regulations according to level of load.
Item 3: General Rules:
3.1 Type of the Distribution Network Planning:
The implementation of the electricity network will be carried out according to the planning
methodology already applied in that area (Ring or radial)1.
3.1.1. If the Applicant’s location locates within an area has a ring network planning method,
the service provider will be responsible for connecting the service to the Applicant in
accordance with the ring network system.
3.1.2. If the customer’s location is located within an area has a radial network planning
method and the Applicant wishes to obtain ring network method of connection to his
facilities , then he should incur the costs of the other source.
3.2 Supply to more than one point:
If the Applicant wishes to supply his facility with more than one source (of electricity) for
the purpose of improving reliability due to dispersed loads over a wide area, the service
provider should agree to the request as long as the Applicant incurs the actual cost of the
required extra supply and equipment. The closest location to the supply source will be
considered the main location for the service provider’s supply, and the consumption of all
meters will be collated in a single bill if the facility is a single separate unit.
1
The ring and radial systems are explained in plan 1 found in Appendix 8.
15 - 102
Item (4): Private Plots:
If the plot owner wishes to get electricity service connection to the plot, , he should coordinate
with the service provider to conclude a special agreement according to the following rules: 4.1 The service provider should, in agreement with the owner, designate the sites and areas
necessary to accommodate the distribution substations which should be emptied or set
aside in order to be received by the service provider.
4.2 The owner will pay for the supply, construction of medium voltage networks and distribution
substations within the plot boundaries in compliance with the specifications set forth by the
service provider under its supervision by a pre-qualified contractor and approved by service
provider.
4.3 The service provider should, in agreement with the owner, designate the sites and areas
necessary to accommodate the transmission substations and main distribution substations
if the service connection requires such for the plot area, and will be emptied in favour of the
service provider under the expropriation regulations.
4.4 If the private plot is located within the areas slated (for development), the service provider
will incur the construction costs of a new connection line to the network, also should incur
the supply and construction costs of a transmission or distribution substations and should
be responsible for its operation and maintenance.
4.5 If the plot is located in areas not slated (for development), the supply and construction costs
of transmission or main distribution substation, if required, and connection to the service
provider's network will be as follows:
4.5.1 If the distance between the beginning of the plot and the nearest substation
(depending on the approved routes) does not exceed 10 km on voltage of (13.8 kV) or
30 km on voltage of (33 kV), the service provider should incur the construction cost of
a new transmission or main distribution substation and the connection to the network.
The plot owner should incur the costs of connecting the plot’s medium voltage network
up till the new transmission or main distribution substation.
4.5.2 If the distance between the beginning of the plot and the nearest substation
(depending on the approved routes) exceeds 10 km on voltage of (13.8 kV) or 30 km on
voltage of (33 kV), the owner should incur the construction cost of a new transmission
or main distribution substation located within the plot and the connection cost to the
service provider's network.
4.6 All constructed networks and substations that are funded by the plot owner will be owned
by the service provider and the service provider will be responsible for its operation and
maintenance. The service provider will be entitled to use it to supply any other customer
outside the plot area, while ensure providing the plot with the priority for network and
substation future use those are funded by the plot owner.
4.7 The electricity service will not be provided for the plot until the conditions mentioned above
have been met.
16 - 102
Item (5): Electrification of villages and rural areas:
The service provider should provide the electricity service connection to Applicant in all the
villages and rural areas within its concession area of its public network according to the
following conditions:
5.1 The village or rural area should be approved by the Ministry of Interior.
5.2 The village or rural areas should be approved under electrification plan provided by the
service provider and approved by the Ministry for that year.
Item (6): Residential Facilities That Do Not Have Legal Deeds or Valid Documents:
Residential facilities that do not have legal deeds or documents of ownership authorized by
the State, will get an electricity service connection in accordance with the regulations stated
in the Ministers’ Council Resolution No. (394) dated 15/10/1435 A, and any subsequent
regulatory decisions issued in this regard.2
Item (7): Costumer Load Calculation:
The Applicant is allowed to calculate his loads by hiring a consultant licensed by the relevant
authority. If the load is not determined then the load will be calculated for each facility based
on the constructed building area in light of the guidance tables to calculate loads specified in
Appendix 4, taking into consideration the following:
7.1 Calculation of Building loads in special cases:
The buildings that included in the areas tables and having special loads such as central air
conditioning loads and electrical equipment for swimming pools or elevators, these loads
should be specified and added to the loads mentioned in the guidance tables to calculate
loads. Based on that, the total load of the applicant shall be determined.
7.2 Calculation of loads of buildings with high ceilings (Higher than 3.5 m):
The estimated loads in the guidance tables are for the buildings with standard ceilings
(heights of 3-3.5 meters). In cases where the building’s ceiling height is above the standard
one, these buildings require additional loads in the form of air conditioning loads. These loads
should be calculated by adding (30 VA) to the loads specified in guidance tables for each cubic
meter (1 m3) of the extra volume above the standard height. This load shall be added to the
load specified in the guidance tables for the calculation of the recommended loads and based
on that, the total load of the applicant shall be determined.
2
The guide will be updated in order to include any subsequent decisions with this regard.
17 - 102
7.3 Loads to which the guidance tables for loads calculations do not apply:
Facilities’ loads that guidance tables do not apply for calculating loads, should be determined
according to the load details submitted by the Applicant, taking into consideration, the
nature of their use. The service provider has the right to review them in accordance with the
approved planning standards. These facilities include, but not limited to, the following:
A) Buildings with areas that are outside the scope of the tables.
B) Industrial loads and workshops.
C) Fuel Filling stations.
D) Farms.
E) Warehouses.
F) Hospitals.
Item (8): Determination of the number of Costumer Meters :
In accordance with the electrical loads regulations stipulated in Item 11 of this chapter, upon
electricity service connection, the service provider will provide each separate unit with its
own unique meter. Each meter will be treated as a separate consumer, even if the unit is in a
group of units under one owner name such as apartments; villas in residential communities,
commercial shops etc. The number of meters for the Applicant is determined according to the
following:
8.1 Residential Facilities:
8.1.1. Residential facilities are considered as one Residential unit and are equipped with one
meter. However, if they are proved to consist of several separate units based on the
construction permit and after inspection, by the service provider, each separate unit will
be provided with a meter for a separate consumption. If there is a difference from what is
stated in the construction permit and the unit’s real situation in the building after
inspection, then the Applicant should rectify the building permit to reflect the real
number of units otherwise, to consider the least number of units.
8.1.2 A Residential unit is considered separate if the following are available:
A) A room, kitchen and toilet.
B) Separate entrance from the other units.
C) There are separate stairs (separated completely and not inside the hallway) in case of
multiple floors.
8.2 Commercial Facilities:
8.2.1 Shops and offices used by one party should be provided with meters according to the
construction permit even though some are open plan without separating. If the shops and
offices are used by one party, then their consumption is consolidated in one bill until they
are actually separated on site.
18 - 102
8.2.2 in case of units that has more than one installed meter due to technical reasons and used
by a single Customer, the load will be accumulated and the consumption amount should be
based on the total consumption of all these meters. Also, one single bill should be issued
for the whole consumption of the meters.
8.2.3. A commercial facility in which there are more than one activities in one open place will be
considered as a single commercial unit and will be provided with only one meter. If,
however, there are separate shops that are not connected and have separate licenses
and do not share electricity services such as air conditioning and lighting, a separate
meter for each shop should be provided.
8.3 Appendices:
Are built with municipality permission on a land area or on buildings roofs as an addition to
residential or commercial facilities, and is not considered a separate Residential unit by itself,
but belongs to one or several units and therefore a separate meter is not provided. However,
if the municipality highlights a text in the construction permit or in a separate letter that
these appendices are residential units and they are in compliance with Residential unit
conditions, a separate meter should be provided.
8.4 Chalets and Resort Units:
A separate meter should be installed for any single independent chalet or single
independent resort unit or if they are included in a group of chalets or resort units according
to the following:
A) The chalet or resort unit should meet the separate Residential unit conditions.
B) A construction permit in which the number of chalets or resort units has been indicated.
8.5 Small Residential units (Better known as Studios):
A separate meter should be installed for any studio according to the construction permit, which
shows that Studio includes a bedroom, a toilet and a kitchen.
8.6 Service Meter:
A service meter, for residential and commercial facilities owned or leased to more than one
person, should be installed according to the following conditions:
8.6.1. There are Shared loads by separate units, each having its own independent and separate
entrance based on the construction permit and the site investigation.
8.6.2 It is not allowed to install more than one service meter for one single facility unless there
is a technical requirement for such, however, they should be incorporated in one bill.
19 - 102
8.7 Determination of the number of Meters for a part of the facility
If an Applicant requests to supply a part of his facility, meters should be provided for that part
which requires service connection according to the following conditions:
8.7.1 The implemented facility part complies with the construction permit.
8.7.2 Never result in an obligation breach to secure a location for the transformer in case the
loads of the whole facility exceed (166 kVA) in accordance with the provisions of clause
11.1.6.
8.7.3 Never change of whether the units that require service connection will be considered as a
separate or combined group of units, this in purpose of calculating the dues against
service connection, in accordance with clauses 11.1.5 and 14.1.
Item (9): Sub-meters:
9.1 Each separate unit is provided with a separate meter according to the electricity service
connection regulations , then separate bills should be issued . For buildings and complexes
those are supplied from one main meter and it is not possible to segregate to separate
meters due to technical reasons, therefore it could be possible to issue a separate bills for
each sub-meters which have been installed by the Applicant or Customer based on an
agreement between the Applicant or Customer and the service provider, stating the
liability of each party according to the procedures and conditions of the connection
agreement.
9.1.1 Terms of Implementation:
A) If the request relates to a residence for governmental entity employees or others, an
official letter should be submitted by the entity to which the place of residence belongs
that includes entry approval for the service provider staff, its vehicles, equipment and
machinery all the times and disconnection of the electric service in case of Customers
non-payment.
B) There is a construction permit that indicates the number of units (residential or
commercial). In the case of old buildings, the number of units will be confirmed by a
letter from the municipality.
C) The meters must be installed in appropriate locations to allow meter readings and the
electric service to be disconnected.
D) Signing the connection agreement between the service provider and the owner, and a
consumption agreement between the service provider and the Customer.
E) All sub-meters should be inspected by the service provider at the expense of the owner
to ensure that they conform to the service provider meters standards .
9.1.2 The Applicant should be responsible for sub-meters maintenance if they are not owned by
the service provider, and the service provider may carry out the responsibility of
maintaining the sub-meters based on a special agreement with the Applicant.
20 - 102
Item (10): Requirements for new electricity service connection:
10.1 Before applying for a construction permit, the Applicant should obtain a coordination
certificate issued by the service provider indicating the expected date of service connection
and electrical power needed ; the supply possibility and requirements , the electricity
services connection to new facilities should be performed in case that the requirements
contained in Table 1, Appendix No. (6), are met.
10.2 The service provider should connect the electricity service to the customer within thirty
(30) business days from the date of connection payment, as long as there are no
impediments due to reasons not related to the service provider.
10.3 The Service Provider has the right not to connect a new service to an Applicant in case of a
previous outstanding debt.
10.4 The Applicant should pay the connection fee within ninety (90) days from the date of
payment notification issued by the service provider. In case of non-payment during this
period, the service provider will be able to re-evaluate the study and to recalculate the
costs.
10.5 Meters should be installed for multiple units in accordance with the requirements in Table
5 of Appendix 6 of this guide.
Item (11): Connection Regulations According to Loads Level:
Connection regulations depend on facility loads to which the electricity service to be connected
according to the following classification:
Facilities loads that do not exceed (4 MVA).
Facilities with loads exceeding (4 MVA) and not exceeding (16 MVA)
Facilities with loads exceeding (16 MVA) and not exceeding (25 MVA)
Facilities with loads exceeding (25 MVA)
Connection Regulations Details by above load classification are as follows:
11-1 Electricity services connection regulations for of facilities with a load not exceeding (4
MVA):
11.1.1 Electricity service should be connected for loads not exceeding 4 MVA on low
distribution voltage.
11.1.2 The Applicant should pay the connection fees only if the facility located within the
planned areas or within the network boundary.
11.1.3 If the facility to which the electricity service connection is required is located outside
the planned areas and outside the network boundary, the Applicant can choose one of
the following two options:
21 - 102
A) To incur part of the line construction costs outside the network boundary as shown in
Table 1 of Appendix 5, in addition to the connection fee. The service provider will incur the
costs of supplying and installing transformers, a low voltage network, circuit breakers and
accessories, in addition to the line construction cost within the network boundary, and the
remaining line construction cost outside the network boundary.
B) To share with other Applicants the full costs of a medium voltage network installation
supplied from the nearest source of supply in addition to the connection fees. The cost of
supplying and installing transformers, a low voltage network, circuit breakers and
accessories will be borne by the service provider.
11.1.4 Additions beyond the network boundary referred to in item 11.1.3, partly or entirely
funded by the Applicant, will not be considered within the network boundary until three
calendar years have been elapsed after their commissioning and putting into service.
11.1.5 If the facility consists of 6 residential units or less, they are treated as separate units when
calculating the connection fees. For facilities that include more than 6 Residential units or
include any other non-residential unit (such as a shop or commercial office) that
connected to one supply point, they are treated as one unit when calculating the
payment for connection fees. While ensure that, the service meter should not be
counted against the number of units.
11.1.6 The Applicant should provide a dedicated area for the main distribution substation within
the facility perimeters to accommodate the transformers and the necessary equipment,
if the loads corresponding to the total facility constructed area (according to the
construction permit) exceeds 166 kVA, irrespective of the circuit breaker loads installed
by the service provider, and the distribution substation should conform to the following
requirements :
A) Be on a certified street.
B) Not exceed 20 m2 for each transformer.
C) To comply with the drawings and specifications approved by the service provider.
D) To obtain the municipality approval for the substation site .
The service provider should take into consideration supplying the facility from the existing
network without the need for a distribution substation, while the technical possibility is
available, in accordance with specific technical conditions prepared by the service provider and
approved by the Authority.
11.1.7. The service provider should pay the owner of the facility annual rent for the use of the
distribution substation located in his facilities to serve other customers in accordance
with the value specified in Table 2 of Appendix 5, and the owner will not be entitled to
the rent if he is the sole beneficiary of the substation’s power supply.
11.1.8. In case a connection for a low distribution voltage is requested other than the service
provider’s standard voltages, the connection regulations in the following item 11 (2) will
apply.
22 - 102
11.2 Electricity Service Connection regulations for facilities with Loads between 4 MVA and 16
MVA:
11.2.1 The electricity service will be connected for loads greater than 4 MVA and does not
exceed 16 MVA on the distribution medium voltage.
11.2.2 The Applicant have the right to split the loads on the distribution low voltage for the
purpose of consumption measurement in a way that does not conflict with the
consumption tariff rules and decisions .
11.2.3 The Applicant will pay the connection fee for the power to be supplied on the
distribution medium voltage if the facility for which the electricity service is required, is
located within the planned areas or within the network boundary.
11.2.4 If the facility whose electricity service to be provided is located outside the planned areas
and outside the network boundary, the Applicant should incur part of the line
construction costs outside the network boundary as shown in Table 1 of Appendix 5, in
addition to the payment for connection fees for the already connected power on the
distribution medium voltage. The service provider will incur the line construction costs
within the network boundary as well as the remaining costs of the line outside the
network boundary.
11.2.5 Additions outside the network boundary in clause 11.2.4 should not be considered within
the network boundary until three calendar years have elapsed from the date of their
commissioning and putting into service.
11.2.6 The Applicant will install his own substation and should be held responsible for its
operation and maintenance.
11.2.7 Notwithstanding the provisions of clause 11.2.6 above, the service provider should
operate and maintain the substation of the Applicant if the following conditions are met:
11.2.7.1 The substation complies with the service provider network standard and
specifications where execution should be under the service provider
supervision and by one of the approved contractor.
11.2.7.2 ownership transfer of substation equipment to the service provider is
completed.
11.2.7.3 Equipment are located on the external boundaries of the facility and the service
provider has free access to them.
Otherwise, they are owned by the Applicant who is responsible for their operation and
maintenance.
23 - 102
11.2.8 In case a connection is required on distribution medium voltage other than the standard
voltages of the service provider or if the technical requirement requires a connection to
be on one of the transmission voltages, in which case, the connection regulations in
subsequent clause 11.4 will apply.
11.3 Electricity service connection Regulations for of loads exceeding 16 MVA and not
exceeding 25 MVA:
11.3.1 The electricity service should be connected to loads greater than 16 MVA and not
exceeding 25 MVA on the distribution medium voltage.
11.3.2 The Applicant has the right to split the loads on the distribution low voltage for the
purpose of consumption measurement in a way that does not contradict with the rules
and decisions related to the consumption tariff.
11.3.3 The Applicant should incur the connection fees for the supplied power already connected
to the distribution medium voltage plus the connection costs, will be at the nearest
appropriate point in the network (specified by the service provider) starting from feeder
breaker in the substation , and the ownership of the cables and lines connection to the
network related to service provider and he is the sole responsible of operation and
maintenance..
11.3.4 The Applicant should install his own substation and should be responsible for its
operation and maintenance.
11.3.5 Notwithstanding the provisions of clause 11.3.4 above, the service provider should
operate and maintain the substation of the Applicant if the following conditions are met:
11.3.5.1 Substation complies to the service provider's network standard and
specifications .
11.3.5.2 substation is located on the external boundaries of the facility and allowing the
service provider free access to it.
11.3.5.3 The ownership transfer of substation equipment to the service provider is
completed, If the Applicant wishes to retain the ownership of the substation, he
will pay the service provider an annual financial amount equivalent to 2.5% of
the total substation capital value, subject to annual inflation rate, the above
percentage should be revised accordingly once approved by the Authority .
11.3.6 The service provider may share with the Applicant, the Applicant substation costs and
the connection lines to the network proportional to the additional supplied power that
the service provider wishes to add in order to enable it to serve other customers.
24 - 102
11.3.7. Where a connection is required on a distribution medium voltage other than the
standard voltages of the service provider, or if technical requirements require the
connection on one of the transmission voltages, then the connection regulations
contained in the following clause 11.4 should apply.
11.4 Electricity service connection regulations for loads exceeding (25 MVA):
11.4.1 The electricity service should be connected to loads greater than 25 MVA and not
exceeding 120 MVA on the transmission high voltage.
11.4.2. The electricity service should be connected to loads exceeding 120 MVA on the
transmission high voltage or extra high voltage.
11.4.3 The Applicant have the right to split the loads on the distribution voltages for the
purpose of consumption measurements , in a way that does not contradict the
rules and decisions related to the consumption tariff.
11.4.4 The Applicant should incur the connection fees for the supplied power over the
transmission voltage in addition to the connection fees to the nearest appropriate point in
the network (as specified by the service provider) starting from the feeder breaker in the
substation . In case of an objection from the Applicant about the point of connection to
the network which has been specified by the service provider, the Authority will decide
about this issue, and ownership of the cables and lines connection to the network will
belong to the service provider, and it should be responsible for their operation and
maintenance.
11.4.5 The Applicant should build his own substation and will be responsible for its operation
and maintenance.
11.4.6 Notwithstanding the provisions of clause 11.4.5 above, the service provider will operate
and maintain the Applicant substation if the following conditions are met:
11.4.6.1 Splitting the customer's load over the distribution voltages for the purpose of
consumption measurement.
11.4.6.2 Substation complies with the service provider's network standard and
specifications.
11.4.6.3 Enabling the service provider a free access to the substation
11.4.6.4 Ownership transfer of substation equipment to the service provider, If the
Applicant wishes to retain the substation ownership , he will pay the service
provider an annual financial amount equivalent to 2.5% of the total substation
capital value , provided that this rate is adjusted according to the annual rate of
inflation once approved by the Authority.
11.4.7 It is allowed for the service provider to share with the Applicant, the Applicant substation
cost and the lines connection to the network proportional to the additional supplied
power that the service provider wishes to add to enable it to serve other customers.
25 - 102
Item (12): Electricity Services Connection for minor loads without a Meter:
12.1 The electricity service should be connected to small and fixed site (units) that do not exceed
4 kVA from the nearest available source of supply related to the service provider without
the need to install a meter, including for example small billboards, telephone booths, selfservice machines, ATMs or otherwise if the requirements in Table 1 of Appendix 6 are
satisfied.
12-2. Electricityservice connection fees for small loads without a meter:
The electricity service connection fees charge for small loads without a meter will be calculated
according to the breakers load and rating to be installed.
Item (13): Temporary Electricity Service Connection:
13.1 Temporary Electricity Service Connection for Construction Purposes:
This is a connection of electricity service with meter for a limited period of time to the sites
under construction. During the preparation of the technical design for the temporary
connection, the possibility of using the main cable or line in the future, in purpose of
reducing the works that the service provider should implement and reducing the financial
burden on the Applicant.
13.1.1 Temporary Electricity Service Connection Requirements for Construction Purposes:
The temporary electricity service should be connected for construction purposes if the
requirements in Table 2 of Appendix 6 are met.
13.1.2. Payment for a Temporary Electricity Services Connection for Construction Purposes:
Only the actual cost is collected from the Applicant upon connection of the temporary
service, provided that the value of the cable laying, line and equipment is not included, if
it can be used for permanent connection in future for the same Applicant or other
Applicants from the same site.
13.2 Temporary Electricity Service Connection for Events:
It is the connection of an electricity service with or without a meter for limited period used
for events such as (Special occasions, weddings, festivals, seasonal events).
13.2.1 Requirements for temporary electricity service connection for events:
The service provider is not obliged to provide a temporary service for events, so the
service provider can agree to this when sufficient resources and justification are available
if the requirements in Table 2 of Appendix 6 are met.
13-2-1. Payment for the Connection of Temporary Electricity Service for Events:
The temporary electricity service connection fees for the events in accordance with the
value specified in table (2) of Appendix 5.
26 - 102
Chapter: 4
Regulations and Procedures for
Electricity Service Modification








Addition of New Load
Load Increase
Load reduction
Merging Loads
Load Splitting
Meter Replacement of Similar rating
Meter Relocation
Changing the electricity Service Voltage
27 - 102
Regulations and Procedures for Electricity
Service Modification
Introduction:
This chapter deals with the regulations and procedures for the electricity service modifications
such as requests for new loads, addition, increase; reduction; combining or splitting of the loads
already connected, in addition to requests for relocating, change of meters or requests to
change the service voltage .
Item (14): Addition of New load:
To connect an electricity service to additional constructed areas with a municipality permit as
separate units when the requirements are met, as set out in table (3) of Appendix 6, taking into
consideration the provisions of item (11.1-6) of Chapter 3 for cases in which the total previous
loads and new loads to be added to the facility exceeds (166 kVA).
14.1 Connection Fees for Load Addition Requests:
If the electricity service is connected to the Applicant and then he submits a new additional
loads request within a period not exceeding two years (Gregorian) from the date of the last
addition of the loads connected to the distribution low voltage and not more than five
Gregorian calendar years for the loads connected to the distribution medium voltage or
transmission voltage, then the connection fee is would be considered to be a single unified
request for connection. In case of additional loads request after two (Gregorian) years have
elapsed from the last date of the additional connected loads to the distribution low
voltage, or more than five Gregorian years have elapsed for the loads connected to the
distribution medium voltage, or transmission voltage, then it will be considered as a new
connection request.
Item (15): Loads Increase:
To increase the power allocated to an existing unit based on the need of the Applicant due to
the increase in the actual loads of the facility or the addition of constructions that do not meet
the requirements of the separate units, if the requirements in Table 3 of Appendix 6 are
satisfied, Taking into account the provisions of item 11.1.6 of Chapter 3 for cases in which the
total facility loads exceeds (166 kVA).
15.1 Connection Fees for Load Increase Requests:
If the Applicant submits a request to increase his loads then the calculation will be made
based on the new load, less the fee for the old load as long as the requirements in table (3)
of Appendix 6 are satisfied, subject to the provisions of clause (11-1-5) and clause (14-1) of
this chapter. The calculation will be made from the last process completed date on the
meters that were requested to have loads increase.
28 - 102
Item (16): Load Reduction:
It is the reduction of the loads that is specific to the allocated unit based on the Applicant needs
offset by the actual facility loads reduction or implementing energy savings efficient application
or load shift , after the conditions are met that have been set out in table number 3, Appendix 6.
16.1 Load Reduction Request fees
Once the service is connected for the Applicant, and he applies for a facility loads reduction,
the service should be modified according to the new load and no new connection fee has to
be paid for the new connection, but the actual costs related to the load reduction process is
payable, without refunding the connection fee that has already been paid previously.
Item (17): Merging Loads:
Is to combine a number of meters into one meter, whether it is done with increasing the loads
or not after the requirements are met that have been set out in table number (3) of Appendix 6.
17.1 Connection Fees for Merging (Load):
17.1.1 If the Applicant submits a request to merge all prior loads without increasing the
loads, then only the actual costs incurred will be that of the actual cost related to
the process of merging.
17.1.2 If the Applicant submits a request to combine all previous loads which necessitates
extra loads, then the connection fees will be for the new load , and the previous
load connection fee should be deducted taking into consideration Provisions of
clause 11.1.6 of the Chapter 3 for the cases that the facility loads exceed (166 kVA)
after merging.
Item (18): Loads Splitting:
It is the splitting of the current electric power allocated to the existing unit using the areas
criteria based on new several units after the requirements are met that have been set out in
table (3) of Appendix 6.
18.1 Connection Fee for Split Requests:
18.1.1 If the Applicant submits a request to split prior loads, without increasing the loads,
then the actual costs incurred will be that of the actual cost related to the process of
splitting only.
18.1.2 If the Applicant submits a request to split prior loads, which necessitates extra loads,
then the cost incurred will be in accordance to the provisions of clause (14-1) of this
chapter, and taken into consideration the provisions of items (11.1.5) and (6.1.11)
from Chapter 3.
29 - 102
Item (19): Meter Replacement of Similar Rating.
An installed meter is replaced with a new one that has a similar rating and the cost of the new
meter and the process of replacing should be paid by the Applicant, if the replacement is carried
out at his request, and the previous meter is working properly by virtue of an inspection. If the
meter is not working properly, for reasons that do not involve the Applicant, then the service
provider will incur the full cost of replacement.
Item (20): Meters Relocation:
20.1 Transfer a Meter from one Location to another within the Same Property:
The meter may be moved from one location to another within the same property at the
request of the owner, after the approval of the service provider and the owner prepares
the new site and performs the required works for associated cables arrangement and
pays the actual costs of relocating it.
20.2 Moving a Meter from Inside a Building to Outside:
A meter that is installed inside a building, and there is an impediment that prevents it
from being read regularly, due to no fault of the Owner , the meter will therefore be
relocated outside the building at the cost of the service provider, once the owner has
prepared an alternative meter location and performs the required works for associated
cables arrangement at the new location. If however, the obstacle is due to the owner,
then the Owner alone should incur the actual costs of relocating the meter and
associated cables.
20.3 Transfer of a Meter from One Property to another:
The meter is not allowed to be transferred from one property to another even if the
owner is one.
Item (21): Changing the Electricity Service Voltage :
To change the electricity service voltage of the Applicant from a low or medium distribution
voltage to a low or medium distribution voltage of another standard one.
21.1 Electricity Service Voltage Change fees:
The voltage of the electricity service can be changed to the required voltage and the
actual service cost is borne by the Applicant.
30 - 102
Chapter: 5
Regulations for Disconnecting and
Reconnecting Electricity Service and
Cancellation
 Electricity Service Disconnection and Reconnection Due to Non –
Payment
 Electricity Service Disconnection due to other Reasons not Related to
Payment
 Electricity Service Disconnection for Places of Critical Loads
 Cancellation of electricity Service
 Maintaining a Meter Until Renovation and Reconstruction works are
Completed
31 - 102
Regulations for Disconnecting and Reconnecting
Electricity Service and Cancellation
Introduction:
This chapter deals with case scenarios and regulations that allows the service provider, licensed
to distribute and sell retail, to disconnect the electricity service from any Customer, and the
procedures to be followed. This chapter also addresses the permanent and temporary
disconnection of the electrical service as well as the continuation of the service until completion
of construction or restoration work.
Item (22): Electricity Service Disconnection and Reconnection Due to Non – Payment
22.1 Electricity Service Disconnection Due to Non – Payment:
The service provider may disconnect the electricity service from any Customer for not
paying a consumption bill after taking the following measures:
A) The service provider shall notify the Customer through the ways of notification and
awareness to the customers as mentioned in Appendix 7 before the start of the
disconnection of the service by a period of no less than thirty (30) days (official state
holidays are not counted within this period) The previous outstanding balance is SR
1,000 or there has been no payment for three consecutive months, whichever occurs
first.
B) The period of the warning for non-payment mentioned in item (a) above shall
commence from the 28th of the Gregorian month following the expiry of the period
specified for payment of the previous bill is due.
C) If the customer fails to pay the arrears before the expiration of the warning period
referred to in item (a) above, the service provider shall give the customer a final
warning about the service disconnection four (4) days from the date specified for
disconnection through the ways of notification and awareness of customers contained
in the Appendix 7.
D) In the event of the expiration of the warning period and non-payment, the service
provider may disconnect the electricity service on the day specified for that
disconnection and mentioned in the bill.
32 - 102
22.2 Cases and Situations in which the electricity services Disconnection is prohibited due to
non-payment:
It is prohibited for the service provider to disconnect the electricity service from any customer
who has defaulted in payment during the following situations and cases:
A) During exam times for public schools only for residential consumption category.
B) After 12 o’clock noon.
C) Outside the official working hours of the service provider.
D) The holy month of Ramadan only for residential consumption category.
E) If there is a formal complaint related to the bill, and it has not been resolved.
F) If there is any person in the customer facility to whom the definition of those who are in
dire need of electricity applies in accordance with the "Rules and Procedures for Service of
Persons with Extreme electricity Needs" detailed in Chapter 9 of this guide.
G) If the customer outstanding amount to the service provider is not related to the electricity
consumption from the meter in question, so as not to contradict with the provisions of
clause 22.4 of this chapter.
22.3 Reconnection after Payment:
The service provider should restore the electricity service within a maximum period of two
hours, after it is ascertained that the reasons behind electricity service disconnection have been
resolved and the customer is responsible for the electricity service reconnection fee , as shown
in table (2) of Appendix5.
22.4 The Customer Leaving a Facility without Electricity Service due to Non-Payment:
22.4.1 In the event that the customer leaves a facility which has been disconnected due to
non-payment of a bill, and he transfers to another facility, then the arrears will likewise
be transferred to the new facility in accordance to the following regulations:
A) A signed consumption agreement with the same customer for the facility that has
been disconnected and the new one.
B) Not to link residential consumption with other types of consumption or any other
debt not related to consumption.
C) To comply with the regulations for electricity service disconnection for nonpayment mentioned in item (22-1) of this chapter.
22.4.2 Electricity service shall be reconnected to a facility when its consumption is linked to
the consumption of the new facility to which the same customer has moved to.
33 - 102
Item (23): Electricity Service Disconnection due to other Reasons not related to Payment:
Subject to the provisions of Chapter 9 and Item 24 of this Chapter, the service provider may
disconnect the electricity service from any customer for other reasons not related to payment in
the following cases:
23.1 The Electricity Service Disconnection at the request of an Official Concerned Authority:
The service provider shall disconnect the electricity service from any customer according to a
executable decision or the request of the administrative governor, according to the following
procedures:
A) There is a letter from the concerned official authority asking the service provider to
disconnect the electricity service from the customer explaining the reason behind the
service disconnection, the customer name and account or subscription number.
B) The service provider shall be entitled to collect the disconnection and reconnection fee for
the electricity service, as shown in Table 2 of Appendix5.
C) As long as the situation does not require or the letter does not include the disconnection
of the electricity service of the customer immediately, the service provider shall issue a
letter to the customer explaining the reasons for service disconnection as mentioned by
the concerned official authority to disconnect the service. A grace period of one week
shall be given from the date of the letter sent to him prior to the service disconnection
unless he produces a letter from the concerned official authority not to disconnect his
service.
D) The electricity service shall be restored based on a letter from the concerned official
Authority that requested the disconnection of the service.
23.2 Electricity Service Disconnection in Cases of Emergency:
The service provider may temporarily disconnect the electricity service for any emergency case
in purpose of ensuring the network safety or in purposes of restoring the electricity service
disconnected from other customers connected to the network according to the provisions of the
distribution code. In which case, the service provider should inform the customer at the earliest
possible opportunity via the ways of communication contained in Appendix 7, provided that the
communication includes the expected time of the service being restored.
34 - 102
23.3 Electricity service Disconnection to avoid potential hazards or damage:
The service provider should disconnect the electricity service from any facility in the following
cases:
23-3- 1 If the facility does not meet the safety requirements according to a formal notice
from the General Directorate of Civil Defence.
23.3.2 If the continuation of the electricity service poses a threat to the life of individuals
or subject them to (possible) injuries or damage to property, the service provider
will act expeditiously to remove the causes of the hazard.
The service provider may not collect a fee for the disconnection and reconnection of the service
in the two cases mentioned above.
23.4 Electricity Service Disconnection due to planned scheduled maintenance or connection of
a new customer:
The Service Provider may temporarily disconnect the electricity service of any customer for the
purpose of scheduled maintenance or a connection of a new electricity service request to other
facilities. In this case, the service provider shall notify all customers affected by the planned cuts
according to the period specified in the distribution code (5 days) through the ways of
notification and awareness to customers contained in Appendix7, provided that the notice
includes the approximate date of service restoration.
23-5 Electricity service Disconnection due to tampering of the meter:
23.5.1 If the Service Provider detects any tampering with the power consumption meter, the
following actions will be taken:
a) The service provider shall determine the violation, and the violator’s signature on the
official report and an up-to-date data form to be completed. He shall be given a
period of seven (7) working days to visit one of the service provider's offices and
settle the amount owed due to the violation.
b) If the violator signature on the official report is unattainable , the service provider will
place a sticker on the meter or the entrance of the facility stating that: meter has
been tampered so please urgently visit any of the service providers’ offices within 20
days , official report to be signed and an up-to-date data form to be filled in.
c) Without prejudice to the provisions of item 22 (2) of this Chapter, if the violator fails
to visit the service provider's office within the period specified in item (b) above, his
electricity service will be disconnected.
35 - 102
d) After the customer signs the official report and an up to date data form, the service
should be reconnected , the violator will be asked to pay the lost consumption
amount during the period of tampering , and he will be informed of his right to refer
the claim to the Authority for settlement.
f) e) The service provider should not be entitled to disconnect the electric service from
the violator, if the violation has been referred to the Authority until it is resolved.If
the violator unlawfully reconnects the service to the meter after being disconnected
by the service provider, it should be immediately disconnected again. The tampering
case should be established according to the statutory procedures in accordance with
service providers facilities protection regulations and the resulting procedures
approved by the Authority.
23.5.2 The connection of electricity to any other person, or a connection before a meter or the
illegal reconnection of the electricity service after being disconnected by the service
provider are considered as meter tampering .
23.5.3 In all cases, the violation shall be referred to the Authority for a decision on the fine and
acquire its value in favour of the Authority.
23.6 Electricity service Disconnection due to meter reading inability :
The service provider may disconnect the electricity service from any customer in case of an
impediment, that the customer is responsible for, which prevents the service provider from
taking the reading at the specified time, then the service is disconnected in this case according
to the following procedures:
A) The service provider should notify the customer by the ways of notification and
awareness to the customers mentioned in Appendix 7 before the commencement of
the disconnection of the service with a period of no less than sixty (60) days (official
state holidays shall not be counted within this period).
B) In case that the impediment is not removed before the expiry of the warning period
referred to above, the service provider should issue a final warning to the customer
regarding the disconnection of the service four (4) days from the date specified for the
disconnection through the ways of notification and awareness to the customer
mentioned in Appendix (7) to ensure he is aware and the warning has reached him. It
is also permitted that any other ways of notification may be used.
C) In case of the warning period is expired and the impediment is still not removed, the
service provider may disconnect the electricity service on the day specified by the
notice, subject to the provisions of clause (22-2) of this chapter.
36 - 102
23.7 Electricity service Disconnection due to Poor Electrical Wiring or Overload:
The service provider should disconnect the electricity service from the customer facility if, it is
proven that the electrical wiring connected to his equipment represents a safety hazard, or due
to unauthorized excess of loads, after taking the following measures:
A) The service provider should alert the customer by ways of notification and awareness
to the customers mentioned in Appendix No. 7 before the commencement of the
disconnection of the service with a period of no less than thirty (30) days unless the
individual safety requirements for individuals or property dictate otherwise (Official
state holidays within this period are not counted), the warning should clarifies to the
customer that he should rectify the electrical wiring arrangement, reduce the
electrical loads or apply for increasing the meter rating.
B) If the customer does not rectify the situation after half the period referred to in clause
(23) (a) above, the service provider should issue a final warning to the customer
fourteen (14) days before the date specified for the disconnection. Through the ways
of communication and notice to customers contained in Appendix7, and any other
ways of communication may be used.
C) In case the warning period is expired and the failure to rectify the situation, the
service provider should be entitled to disconnect the electricity service on the day
specified by the notice, subject to the provisions of clause 22-2 of this chapter.
Item (24): Electricity Service Disconnection for Places of Critical Loads:
24.1 Places having critical loads refer to the following places:
a) Hospitals, vaccine warehouses and blood banks.
b) Drinking water pumping stations, pumping stations and sewage treatment plant of all
main cities.
c) Receiving, transmitting and main telecommunication stations for service licensed
entities and official radio and television stations.
d) Important buildings such as operation centres and emergency centres (for different
sectors), airports, prisons and other places designated by the concerned government
authorities.
24.2 In the event that the customer of this category fails to pay the bill, the service provider
should send a letter containing his claim for payment within 30 days from the date of the
communication with letter receipt confirmation by the customer concerned
representatives.
24.3 In case of non-payment after the expiry of the period specified in the claim letter , the
matter should be referred to the Authority for necessary action.
37 - 102
Item (25): Cancellation of Electricity Service:
The service provider should, at the request of the owner and after making sure that there are no
customers, cancel the service and remove the meter permanently or temporarily. Except as
stated in Article (26) of this chapter, the customer may not reserve the meter and keep it until
property modification is completed. It is not permissible for him to transfer the meter from one
property to another, and this is should be done as follows:
25.1 Permanent Removal:
If the owner submits a request to remove the meter as a result of the demolition of his property,
the service provider shall remove the meter permanently according to the following procedures:
25.1.1 Ensure that no other customer is using the meter.
25-1-2 Submit a permit for demolition.
25.1.3 Settle any outstanding entitlements and unsubscribe.
25.1.4 In the event that the owner submits a new application for a new connection for the
same site, he or she shall be treated as a new customer and shall pay the fee for the
connection.
25.1.5 If the demolition results in the removal of a distribution substation, the case should
be dealt with in accordance with illustration No. (2), which is set forth in Appendix 8.
25.2 Temporary Removal:
If the owner submits a request to remove the meter and then have it returned for the purpose
of reconstruction or renovation, the following procedures shall be followed:
25.2.1 Ensure there is no other customer using the meter.
25-2-2 Submit a permit for demolition, reconstruction or renovation.
25.2.3 Settle any outstanding consumption bills
25.2.4 Pay actual removal and installation costs in full if the recovered material cannot be
reused again upon re-installation.
Item (26): Maintaining a Meter until Renovation and Reconstruction works are Completed:
The meter may be kept by the owner either in its place or transferred to another place in the
same property until the completion of the reconstruction or renovation provided that the owner
maintains the service provider equipment during reconstruction or renovation and is responsible
for any damage may happened to it, and should prepare an appropriate place deemed fit by the
service provider, and the Owner should incur the actual costs of moving the meter.
38 - 102
Chapter 6
Regulations for Applying the
Consumption Tariff






Residential Tariff
Commercial Tariff
Governmental Tariff
Industrial Tariff
Agricultural Tariff
Consumption Tariff for Saline Water Conversion Corporation
Pumping Stations
39 - 102
Regulations for Applying the Consumption Tariff
Introduction:
This chapter deals with applying the consumption tariff regulations according to the actual
activity of the facility benefiting from the electricity service. The classification of the facility
according to the type of use according to the provisions of this chapter is presented in Appendix
9.
Item (27): Residential Tariff:
The residential tariff shall be applied to facilities of a residential nature, including but not limited
to, the following:
27-1 Apartments, villas, palaces, houses, residential appendices and service meters for
residential buildings and the like.
27.2 Residential facilities for factories both inside and outside the factory premises.
27.3 Residential facilities for hospitals or clinics (medical complexes) or the like, whether
inside or outside the premises of these facilities.
27.4 Government residential housing where consumption is paid for by the residents
themselves.
27.5 Residential facilities for government-owned companies.
27-6 Residential facilities belonging to associations and mosque charities.
27-7 Chalets and resorts for personal use.
Item (28): Commercial Tariff:
The commercial tariff should be applied to facilities of a commercial nature, including but not
limited to the following:
28.1 Hotels, furnished apartments, wedding halls, shops, offices, petrol stations, workshops,
laboratories, regular or semi-automated bakeries and the like.
28-2 Investment facilities of charitable associations and mosques.
28-3 Shops that have commercial printing presses; and copy and printers shops such as
student services, printing special occasion cards and so on.
40 - 102
28.4 Office buildings and services belonging to government-wholly owned companies.
28.5 Radiology centres and medical laboratories.
28.6 Refrigerators and refrigerated agricultural warehouses that are not on the agricultural
project site.
28.7 chalets and resorts for commercial use.
Item (29): Governmental Tariff:
The governmental tariff shall apply to Government facilities and include, but not limited to, the
following:
29.1 Ministries and governmental institutions.
29.2 Whatever the government pays for, regardless of the nature of the activity of the facility
such as a hospital, medical clinic, (medical complex) mosques run by the Ministry of Islamic
Affairs and Endowments, schools, factories, farms and houses that are issued a bill and are
paid on behalf of the relevant government agency, Subject to the provisions of clauses 28.4
and 30.2 of this chapter.
Item (30): Industrial Tariff:
The industrial tariff should be applied to facilities which are intended for industrial3 consumption
and licensed by the concerned governmental authorities which issue industrial licenses,
including, but not limited to, the following:
30.1 Factories.
30.2 Facilities of an industrial nature belonging to companies wholly owned by the
Government.
30.3 Automated machinery used in a bakery where the production line is fully automated
from start to finish.
30.4 Printing press except those covered by the provisions of clause (28.3) of this Chapter.
30.5 Offices of workers in industrial facilities who manage and operate those facilities.
30.6 The industrial consumption tariff shall (also) apply to:
3
According to the Council of Ministers Resolution number (1099) dated (30/11/1391) H
41 - 102
30.6.1 The following private health facilities:
a) Hospitals.
b) General and specialized medical complexes.
c) Clinics and out-patient surgery centres.
d) Speech and hearing improvement centres.
e) Centres for the care and rehabilitation of disabilities.
f) Psychotherapy centres.
g) Dialysis centres.
h) Physiotherapy centres.
30.6.2 Private institutions, institutes and schools licensed by relevant governmental
agencies with issuing education and training licenses.
Item (31): Agricultural Tariff:
The agricultural tariff is applied to the following facilities:
31.1 Agricultural enterprises and projects include, but are not limited to:
a) Agricultural crop production farms.
b) Cattle farms and dairy production.
c) Poultry farms, processing and similar projects.
d) Mechanical machines for agriculture such as farm water pumps and hi-cooling
refrigerators located within the agricultural project and are part of its processes.
31.2 Facilities for associations, bodies, institutions and charities licensed or rented facilities
directly for its account, and used for charitable purposes.
31.3 Charitable mosques (which are not reimbursed by the government).
31-4 Quran memorization associations, schools of memorization affiliated with them and
propagation centres for the communities licensed by the relevant governmental
authorities.
Item (32): Consumption Tariff for Saline Water Conversion Corporation Pumping Stations:
The price of the sale of electricity to the pumping stations of the General Corporation for
Desalination of Salt Water (6.5 Halalah / kWh).4
4
: In accordance with the resolution of the Council of Ministers number (3) dated 01/01/1419 H
42 - 102
Chapter 7
Regulations for the Calculation of
Consumption and Billing
 Service Provider’s Responsibility for Consumption Calculation
Accuracy
 Determination of Consumption Category
 Consumption Insurance for Temporary Service
 Consumption Calculation and Bills Issue
 Meter Reading Impediments
 Consumptions Merging and Splitting
 Sub-meter Consumption Calculation
 Consumption Calculation and Billing Errors
 Meter Reading Omission by the Service Provider and Collecting
Payment of Consumption
 Faults due to Illegal Connections or Meter Tampering
 Handling customer Complaints for Incorrect Consumption Billing
43 - 102
Regulations for the Calculation of Consumption
and Billing
Introduction:
This chapter deals with the service provider responsibility to ensure the accuracy of
consumption and what that entails by way of meter inspection and auditing consumption
readings. It also will deal with the calculation of consumption for special cases such as the
temporary consumption of construction sites or events. This chapter will also deal with the
issues associated with billing and faults due to irregular connections or meter tampering. This
chapter concludes with a mechanism for handling complaints related to incorrect billing.
Item (33): Service Provider’s Responsibility for Consumption Calculation Accuracy
33.1 Consumption Audit:
Consumption is calculated based on the actual monthly consumption (KWh) reading. The
service provider should review the consumption bills prior to their being issued, and when the
increase or decrease in consumption bills is observed abnormally, the service provider should
inspect the meters they suspect to be faulty at their own costs.
33.2 Periodic Meter Inspection and Calibration:
The service provider should inspect and calibrate the meters free of charge according to
specific timetables for all types of installed meters as shown in Appendix 10.
33.3 Handling inspection Result:
33.3.1 If the results of a meter accuracy inspection is found not to exceed the tolerance
limit set out in Appendix 10, the meter is considered in good working condition,
and the results should be retained for reference when necessary.
33.3.2 If the results of the meter accuracy inspection exceeds the tolerance limit, it shall
be treated in accordance with Item 40 of this Chapter.
Item (34): Determination of Consumption Category:
The customer’s bill consumption is calculated on the basis of the consumption category starting
from the date of the electricity service and according to the approved tariff.
44 - 102
34.1 Changing the Consumption Category:
The customer should immediately notify the service provider of any change in the
consumption category if he changes to activities which necessitate the service provider to
apply the consumption category based on his subscription, or that the customer adds facilities
different from his consumption category. In a case where customer fails to inform the service
provider, the following will be implemented:
a) If the change is to a lower tariff type (for the benefit of the customer):
The new consumption category is applied from the date the customer informs the
service provider to change the consumption category.
b) The customer is charged from the date the change can be proven, if it is not possible,
the new consumption category is applied from the date that the change is discovered
and the customer is notified accordingly.
34.2 Handling mixed consumption Categories:
If the consumption of a facility falls under more than one category of consumption, the service
provider will install separate meters (depending on the number of units) for each category. If this
is not possible for technical or security reasons, the consumption rate of each unit is determined
based on the load. A bill then will be issued based on the tariff of each consumption, until a time
when the situation is improved and separate meters for each category can be installed immediately
after the removal of the reasons previously preventing such work, whether they were technical or
for security purposes
Item (35): Consumption Insurance for Temporary Service:
Temporarily installed meters for construction purposes should have the deposit calculated
according to the value specified in table (2) of Appendix 5 for each kVA of the installed circuit
breakers and to be returned after the service is canceled.
Item (36): Consumption Calculation and Bills Issue:
36.1 The monthly consumption bill should be issued after the availability of the service based on
the reading of the actual monthly consumption (kWh) plus the reading and maintenance of the
meter shown in Table 3 of Appendix 5. The service provider should issue a separate bill for each
meter serves a separate unit whether this unit is residential, commercial, governmental or
otherwise. The due date of bill payment should be on the 28th of each calendar month, after the
date of bill issuance.
45 - 102
36.2 Consumption Period:
36.2.1 Consumption calculation, distribution and issue of bills should be performed for each
customer on monthly basis and not exceeding 30 days of consumption, and the
service provider shall deliver bills to customers electronically or according to other
available ways adopted by the Authority.
36.2.2 The service provider should read the meters on specified dates and shall ensure the
right of the customer to benefit from the segment (Tariff) system, regardless of
meter reading periods, as follows:
a) If the consumption period is less than 30 days due to a reason the service
provider is responsible for, the service provider shouldensure the customer
right to benefit from the full range of the segment tariffs.
B) If the period of consumption is more than (30) days, the service provider
should increase the amount of segments with the same increase in the number
of days.
For Example:
consumption value in the segment
=
the approved segment value (kWh)
30 days
×
total number of days of
the consumption period
C) If the consumption period is less than 30 days due to no reason related to the
service provider, the service provider should calculate the segments value
with the same proportion of consumption days as shown in the example
above.
36.3 Calculation of consumption for special cases:
36.3.1 Calculation of temporary meter consumption for construction purposes:
Subject to the rules and regulations set out in clause 13.1 of this guide, the monthly
consumption (kWh) for the temporary connection allocated for construction
purposes shall be calculated based on the tariff of the commercial consumption
category, according to the consumption reading value while the meter is installed
with that purpose for all facilities.
36.3.2 Calculation of temporary consumption for events (without a meter):
Subject to the rules and regulations set out in clause 13.2 of this guide, the
temporary consumption of events (without a meter) shall be in accordance with the
value specified in Table 2 of Appendix 5.
46 - 102
36.3.3 Calculation for Direct Connection Consumption (without a meter):
Subject to the rules and regulations set out in Article 12 of this guide, the
consumption of direct connection (without a meter) shall be calculated as follows:
36.3.3.1 Calculating Street lighting consumption without a meter:
The amount of street lighting consumption without meters installed shall be
calculated, Such as those installed on service provider poles (steel or wood or
on the walls of houses), according to the following equation:
Consumption (kWh) = total lamp capacity (KW) x 12 hours x number of days of the month
The consumption value in cases of a set of lamps within one municipal area
shall be calculated on the basis of the government consumption tariff type.
36.3.3.2 Calculating consumption of small business units operating around the clock:
The consumption value of small business units, which includes, but is not
limited to: (Hi-Cooling refrigerators, telephone booths, small billboards), is
calculated on the basis of the following equation:
Monthly consumption= total load (KW) x 24 hours x the number of days of the month
The consumption value is calculated on the basis of the commercial
consumption tariff type.
36.3.3.3 All units of one entity in a single city shall be treated as a single customer and
shall be issued a single bill.
Item (37): Meter Reading Impediments:
37.1 In the event that the service provider encountered some physical impediments that
prevent him from taking the reading on time, the service provider must try more than once
to take the reading. In the event that he is not able to do so, an estimated bill will be issued
subject to the provisions of clause (37-4).
37.2 In this case, the service provider has the right to disconnect the electricity service in
accordance with clause (23-6) of this guide.
37.3 After the Service Provider is able to take the reading, the customer should have the right to
benefit from the segment system for the entire period, for example if the bill is issued on a
monthly basis and the reading was not taken for a specific month and was taken in the
following month, the bill should be calculated on the basis of the segments for a period of
two months so that the customer does not lose the segment benefit as a result thereof.
47 - 102
37.4 The service provider shall be entitled, when there are impediments to reading the meter,
the consumption estimate for the period where readings could not be achieved , to act
according to the following:
37.4.1 The estimated consumption should not exceed two consecutive times.
37.4.2 It should be written clearly on the bill that it is issued with an estimated reading
amount due to readings impediments.
Item (38): Consumptions Merging and Splitting:
38.1 Combining consumption of meters:
If more than one meter supplies a single facility, then the consumption of these meters is
combined into one bill unless these meters serve separate units, not retroactively,
according to the following:
38.1.1 Villas or residential units:
If the villa or unit refers to two units or more and a separate bill is issued for each
separate unit, the consumption of these meters is combined into a single bill when it
is discovered that none of the units have met the conditions of a separate unit.
38.1.2 Residential complexes; buildings or furnished apartments:
The consumption of meters that supply separate residential units is not combined
even if the customer of these meters is one (institution, company, government
agency, etc.) if used for residential (purposes).
38.1.3 Commercial units:
Separate commercial attached units integrated into one store whose meters are
combined in a single bill even if there is more than one activity (taking place) within
the unit.
38.1.4 Service meters:
The consumption of the service meters are combined in a facility or a single entity.
38.2 Splitting of meter consumptions:
At the request of the customer or the owner, the service provider should disconnect the
consumption of meters issued in one bill and issue a separate bill for each meter serving a
separate unit if it is shown that there are different customers, and it will not be backdated.
48 - 102
Item (39): Sub-meter Consumption Calculation:
39.1 Reading sub-meters:
39.1.1 Sub meters can be read by the service provider or the owner according to the
agreement between them, and the main meter is read by the service provider.
39.1.2 If the case of a meter being read by the owner and submits the reading to the service
provider on a set date. If the owner does not submit the reading on the specified
day, a bill for the main meter shall be issued for total consumption.
39.1.3 If the total consumption of the sub-meters is lower than the normal rate of the
consumption pattern of the facility or more, by any amount, than the consumption
of the main meter, the fault needs to be found and the necessary adjustments must
be made before bills can be issued.
39.2 Billing for Sub-Meters:
Sub-meters are treated as follows:
39.2.1 Issue separate bills for sub-meters by segment and tariff.
39.2.2 Separate billing for the main meter with the difference in the consumption quantity
between the sub meters and the main meter, shall be calculated on the basis of the
higher segment of the approved tariff.
39.2.3 Sending the bills to the management of the complex to handle distributing them to
the customers.
39.2.4 The main meter reading shall be adopted, and the owner of the complex or facility
shall pay the consumption difference between the main meter and the total
consumption of the sub-meters.
39.2.5 The electricity service may be disconnected for a sub-meter which has a bill
outstanding.
Item (40) Dealing with Errors in Calculation of Consumption and Billing:
If an error discovered during reviewing the bill or through a customer meter test and inspection,
each case should be corrected by considering the following:
49 - 102
40-1 Meter Accuracy:
In case of an inaccurate meter (after conducting meter accuracy test) and the accuracy test
measurement exceed the limit specified in appendix 10 (accuracy percentage). The service
provider must do the following:
A. Promptly repair and calibrate the meter or replace the meter with a typical one.
B. Calculate the actual consumption according to the following equation:
Actual consumption
=
consumption during the period of error × 100
(100) ± (Percentage of Increase/ Decrease - Accuracy percentage)
40-2 Meter Multiplier Errors:
In case of discovering that the value of the meter multiplier of the billing system data
mismatches the actual one on the site, the service provider must do the following:
A. Inspect the meter promptly and ensure that the value of the actual meter
multiplier matches the billing system data.
B. Calculate the consumer’s bills based on the actual meter multiplier.
40-3 Meter Damage and Wrong Wiring:
Starting from installation date, in case of meter damage (partially or completely) (except the
cases mentioned above in items (40-1) and (40-2)), or in case of wrong wiring, , the service
provider must fix the damaged meter and correct the wirings or replace the meter with a typical
one on the expense of the service provider.
40.4 Retroactive Correction of Bills:
Bills shall be corrected by implementing the tariff slabs, if the tariff has slabs, when calculating
consumption, according to the following:
40.4.1 Corrections in Favor of the Consumer:
Corrections shall be made for the entire period of error, the difference shall be
returned to the consumer in cash. If there are more than one consumer during
the error period, each consumer shall receive his respective shares from the
difference.
40.4.2 Corrections in Favor of the Service Provider:
After considering item (40-5) below, corrections shall be made for a period not
exceeding six (6) months for residential consumer, and a period of one (1)
calendar year for all the other types of consumers and the differences shall be
claimed from the actual consumer, and the consumer pay monthly installments
not exceeding 10% per month from the total claim.
50 - 102
40.5 Cases when the service provider is not eligible to claim against error corrections:
The service provider is not eligible to claim against error corrections in the following cases:
A. If the service provider is not committed to the procedures of the periodic meter
inspection and calibration according to the rule set out in item (33-2), or failed
to submit a prove of meter test and calibration.
B. If the service provider failed to repair or replace the damaged meter within (30)
days.
C. All cases mentioned in item (40-3) above.
Item (41): Meter Reading Omission by the Service Provider and Collecting Payment of Consumption
In the event of an error in meter reading or accumulating bill outstanding amounts of money on the
customer for any reason, such as failure to issue bills or delay by service provider in the collection of
dues, these cases are dealt with in accordance with the provisions of item (40-4-2) for all
consumption categories.
Item (42): Faults due to Illegal Connections or Meter Tampering
In the event that the service provider finds that the owner or the customer has made some
illegal connections in order to obtain the electricity service or part of it for free without any
right, which leads to not counting the actual consumption in the consumption bill or that the
owner or the customer has been tampering the meter in order to stop the counting completely
Or in part, the case should be treated as described in Plan No. (3) Of Appendix 8 as follows:
42.1 The service provider shall inspect the meter and connections, record and photograph the
situation as it is, and prepare a report of the situation according to the list of protection
of service providers' facilities.
42.2 Actual consumption is estimated and sought for according to the following cases:
42.2.1 The current customer of the meter is the cause of tampering:
If the current customer of the meter is the cause of tampering or tampering at the
time of the current customer use of the facility served by the meter, the current
customer is requested to pay the difference for the entire correction period plus
the fine of tampering with electricity service equipment as provided in the Service
Provider Protection Regulations.
42.2.2 Current customer of the meter is not causing tampering:
a) If tampering was at a time preceding transfer of the facility’s title of deed to the
current owner and he is the current customer, the owner of the facility shall be
sought to pay the consumption estimated for the entire period during which he
benefited from the meter as of the date of transfer of the title deed to him,
provided that the claim period should not exceed the period approved for the
meter inspection cycle, and the owner of the facility shall not be sought to pay
the penalty of tampering.
51 - 102
b) If the Plant is leased and the tampering occurred at a time preceding ownership
of the facility by the current owner, the tenant (current customer) shall be
sought to pay the consumption estimated for the entire period during which he
benefited from the meter and the current owner, if he benefited from the
meter, shall be required to pay the consumption estimated for the period during
which he benefited from as of the date on which the facility’s title was
transferred to him until the commencement of the current tenant’s lease,
provided that the period of the total claim against the current owner and the
tenant shall not exceed the period approved for the meter inspection cycle, and
the current customer of the meter or the owner shall not be asked to pay the
penalty of tampering.
c) If the facility is leased and the tampering occurred during the period of
ownership of the current owner of the facility at the time the facility is leased to
a previous tenant, the tenant (the current customer) is sought to pay the
estimated consumption for the entire period in which he benefited from the
meter. The current owner is not required to pay any estimated consumption as
long as he did not benefit from the meter and the current customer of the meter
or the owner of the facility is not required to pay the fine for tampering.
d) The tenant (the current customer) is sought for payment for the estimated
consumption for the entire period in which he has benefited from the meter and
the current owner demands the rest of the estimated consumption in addition to
the fine of tampering with the electricity service equipment.
42.3 If the Service Provider does not complete all the procedures for determining and
verifying the violation in accordance with the provisions of the Regulations for the
Protection of Facilities of Service Providers, this shall be considered as a failure on their
part and the Service Provider is not eligible to claim for settlement.
42.4 In the case of a formal complaint relating to any of the above cases, the service provider
shall not disconnect the service from the meter until the subject of the complaint is
decided by a competent body or the judicial authority. The service provider should take
all the legal procedures to ensure obtaining of his dues for amounts not are under
dispute.
Item (43): Handling Customer Complaints for Incorrect Consumption Billing:
If the customer complains that the consumption bill is incorrect, it is not necessary to pay the
disputed amount. The complaint is handled as follows:
43.1 Complaint before the disconnection of the electricity service:
If the complaint is filed before the disconnection of the electricity service, the service
provider does not disconnect the electricity service even on the date specified in the
warning. The service provider should review the bill and verify its correctness and
validity with the previous consumption according to the following:
52 - 102
43.1.1 Normal Consumption:
After the service provider has reviewed the bill and verified its correctness and
validity against previous consumption, the customer is provided with the result
of the review and is requested for payment. If he is not satisfied and wishes to
perform a check for the meter, he will pay for the inspection shown in table (2)
of Appendix 5, the result of the inspection should be treated as follows:
43.1.1.1 The meter is faultless:
If it is proved that the meter is faultless, the customer is required to
pay the bill amount and the value of the inspection should not be
refunded. The service provider shall notify the customer that he has
the right to appeal to the Authority.
43.1.1.2 Meter is faulty:
If the meter is found to be defective, the following steps shall be taken:
a) Return the fee for the inspection paid for by the customer.
b) Replacement of the meter at the expense of the service
provider if it cannot be calibrated.
c) Implementation of item (40) of this chapter.
43.1.2 Consumption is doubtful:
If the service provider finds that the bill amount is not commensurate with the
previous consumption, especially in the same period of the previous years of the
customer itself, the meter is checked on the account of the service provider and
item (40) of this chapter is applied.
43.2 Submission of Complaint after Disconnection of electricity Service:
If the complaint is filed after the separation of the electricity service, the service
provider must deal with it immediately as follows:
43.2.1 Normal Consumption:
If the bill is validated, the customer is notified of this and is required to pay the
bill amount plus the amount specified for the service restoration as shown in
Table 2 of Appendix 5, and the service is restored immediately after payment. If
the customer is not satisfied with the bill correctness and wants to inspect the
meter, he pays for the inspection as shown in Table 2 of Appendix 5, and the
result of the inspection is treated as follows:
43.2.1.1 The meter is faultless:
If it is proved that the meter is faultless the customer should be
informed that the cost of the inspection is not reimbursed. The service
provider should notify the customer that he has the right to appeal to
the Authority.
53 - 102
43.2.1.2 Meter is faulty:
If the meter is found to be faulty, the following should be followed:
a) Inspection Fees to be returned to the customer.
b) Service restoration fees to be returned to the Customer.
c) Replacement of the meter at the cost of the service provider if it is
not possible to be calibrated.
d) Implementation of item (40) of this chapter.
43.2.2 Consumption is doubtful:
If the service provider finds that the bill amount is not commensurate with the
previous consumption, especially in the same period of the previous years of the
same customer, the service shall be returned to the customer immediately at no
charge. The meter shall also be inspected at the cost of the service provider.
Clause (40-1) this chapter will apply, and the bill amount after correction, value
of the bill is added to next month following the inspection.
54 - 102
Chapter 8
Regulation of electricity Networks
Displacement








General Rules
Clearances
Displacement Cases
Displacement Impracticality
Displacement based on Customer Request
Documentation required to Study Displacement Request
Execution Period for Distribution Network Displacement
Displacement Requests Records
55 - 102
Regulation of electricity Networks Displacement
Introduction:
This chapter deals with the regulations and procedures of the electricity network components
displacement and covers the cases that require displacement and determine the responsibility
of both the service provider and Applicant requesting the displacement in respect of the costs
and requirements. This chapter also discusses the responsibility of the service provider to
validate the displacement requests.
Item (44): General Rules:
44.1 The service provider should, whenever its network or part of it constitutes a public safety
hazard, displace of its network to a safe place or remove the causes of danger.
44.2 In case of disagreement over the displacement request in its base or details of its
implementation, the service provider shall notify the displacement applicant of his right
to refer the matter to the Authority for a decision.
44.3 The service provider should rectify any issues relating to the clearances and ensure that
it conforms to the implemented technical standards and specifications applicable at the
time.
Item (45) Clearances
The service provider must comply with required clearances for the transmission and distribution
networks as specified in Appendix 11.
Item (46): Displacement Cases:
The service provider should displace the network to another location that comply with safety
requirement and required clearances, at the service provider’s expense if there is an alternative
approved route by the concerned authority and if the displacement is possible from a technical
aspect in the following cases:
46.1 Safety reasons:
The service provider should displace the electricity network or address the hazard
causes as soon as they become life threatening for individuals or dangerous for
property. The service provider is responsible for the unjustified delay in dealing with
this situation.
56 - 102
46.2 Conflicts with private ownership:
The service provider should displace all components of the network at its own expense
from an approved private ownership by a legal deed in which the date of ownership
precedes the date of network construction , in the case of transfer of ownership from
ancestors to decedents or vice versa, the older date should be the ownership date
unless one of the owners previously agreed under a written unconditional consent that
the network passes through that owner’s property.
46.3 Conditional transfer:
The service provider must remove the components of their network if it is installed on
the road boundary under a conditional permit from the licensed party to displace its
location in the future when area is planned or making changes in the road route .
Item 47: Displacement Impracticality:
If no other site is available or right of way is not available, or the displacement is not technically
possible, the service provider should expropriate the location of the network equipment, the
transmission and distribution network, and the space for required clearances according to the
expropriation system.
Item (48): Displacement based on Customer Request:
48.1 In cases not covered in this guide, the service provider should displace the equipment of
its network or part thereof, at the request of any person, if the following conditions are
met:
a) A legal deed that has a more recent date compared to the network installation date
for private properties that the network should be removed from.
b) The technical possibility of displacement is available.
c) The customer shall incur the costs of the displacement.
d) The interest of the customer must be justified for the displacement.
e) Transfer does not deprive other persons from their interests.
48.2 If the displacement has been found to have deprived a person of an interest equal to the
primary interest for which the displacement was carried out or exceeded it, then the
service provider should be responsible for compensating who looses the interest or
returning the displaced network to its original place.
Item (49): Documentation required to Study Displacement Request:
The customer should submit the relevant documents attached to his application to the service
provider, as shown in Table 4 of Appendix 6, so that his application can be studied and he will be
informed of the decision of the service provider.
57 - 102
Item (50): Execution Period for Distribution Network Displacement:
The service provider shall perform the displacement of the distribution network within the
period specified in Table 4 of Appendix 11.
Article (51): Displacement Requests Records:
51.1 The service provider shall maintain a record of:
a) Any request relating to displacement.
b) Any details and procedures about the displacement request.
51.2 The service provider should submit a periodical semi-annual report to the Authority on
all the displacement requests it receives, indicating the outcome of each application.
The service provider should include all previous unexecuted applications not included in
the report. The report should include the following data:
a) Name of applicant.
b) A summary containing the subject of the request, the date of its submission, its
location, and its expected costs.
C - Status of the application (implemented, being studied, included in the budget for a
specific year, rejected, considered by the court).
58 - 102
Chapter 9
Service Regulations and Procedures for
Customers with Critical Electricity Loads
 Definition of Customers with Critical Electricity Loads
 General Regulations for Service of Customers with Critical
Electricity Loads
 Procedures carried out by the Service Provider for Customers
with Critical Electricity Loads
 Reliability of electricity Service for Customers with Critical
Electricity Loads
 Addressing Customer, with critical Electricity Loads, hardship for
Bills Payments
59 - 102
Service Regulations and Procedures for
Customers with Critical Electricity Loads
Introduction:
This chapter deals with the rules and procedures governing the provision of electricity services
for people with critical electrical loads. It reviews the definition of customers of this type and
then discusses the procedures required by the service provider towards these customers and
the steps required to be taken to disconnect their electricity service if needed and if they have
financial hardship to pay the consumption bills.
Item (52): Definition of Customers with Critical Electricity Loads:
A customer who has at least one person, and whose life depends on the use of electrically
connected devices or whose life may be severely affected by the power outage, provided that
the customer provides proof of such with a certified medical report.
Item (53): General Regulations for Service of Customers with Critical Electricity Loads:
53.1 Subject to the provisions of chapter 5 of this guide, in all cases, the electricity service
should not be disconnected from a customer with a critiical need for electricity except
by a decision of the Authority.
53.2 When the bill cannot be paid by the customer with critical electricity needs, the service
provider must present different alternatives of payment in proportion to his
circumstances. In case of non-payment, the service provider should forward the matter
to the Authority for the necessary decision in this regard.
5.3.3 Customer with critical electricity needs has, when a sudden interruption occurs, the
priority to get the electrical service restored as far as possible in accordance with the
requirements of the electrical grid.
53.4 The rules and procedures of service for persons with critical electrical needs shall be
applied to the residential consumption category for only one meter per customer to
which the definition of those who are most in need of electricity applies.
53.5 The service provider should submit an annual report to the Authority stating the
following:
a) the number of customers with electricity needs who have been provided with an
electrical service and registered in the record of those with critical electricity needs
with the service provider;
b) the services provided to them;
c) the most important power outages that are scheduled and forced and the result of
non-payment to those customers, and
d) the duration for electrical service restoration, and any additional services
suggestions or existing services improvement .
60 - 102
Item (54): Procedures carried out by the Service Provider for Customers with Critical Electricity
Loads:
The electric service provider should prepare detailed work rules (approved by the Authority) for
customer with critical electricity needs, which show how to provide special services to these
customers, which include but not limited to, the following:
54-1 Definition of services to be provided to customers with critical electricity needs.
54.2 Set up a database periodically updated for customers with critical electricity needs.
54-3 Eligibility of the customer with the most critical needs of electricity to benefit from the
services for customers with severe needs for electricity once they attach the
identification papers from an accredited health authority.
54.4 The service provider should ascertain the situation of the customer with the most critical
needs by requesting them to bring the necessary supporting documents periodically or
to contact the concerned authorities such as the Ministry of Health.
54.5 The service provider should provide every registered customer with a special booklet
outlining safety guidelines and instructions for what to do when the electricity is
disconnected from his facility, stating the contact numbers for the various service
centres.
54.6 The meter that serves the residence of the customer with the critical electricity needs
should be marked with a code known to the service provider.
Item (55): Reliability of Electrical Service for Customers with Critical Electricity Loads:
Subject to the provisions of the disconnection of the electrical service mentioned in Chapter 5 of
this guide, the service provider shall ensure the reliability of the electrical service to customers
with critical electrical needs as far as possible and when there is a need to disconnect the
electrical service in a scheduled and temporary manner. Before the disconnection of the
electrical service with a period of no less than five (5) working days by means of a letter or
mobile message or any other method to ensure that the customer is informed and the service
provider should keep evidence that the customer has received the notification.
Item (56): Addressing Customer, with critical Electricity Loads, hardship for Bills Payments:
In the case of non-payment of any customer with electricity needs to the consumption bill, the
service provider should perform the following procedures:
56-1 Warning the customer with critical electricity needs in accordance with the ways of
notification and communication contained in Appendix 7 before the commencement of
the disconnection of service within a period of no less than thirty (30) days (official state
holidays of shall not be counted within this period) in case of non-payment for (6)
consecutive months or when the previously outstanding balance is SR 1,000, whichever
occurs first, provided that the warning includes a reference to the right of the customer
with the critical electricity needs to refer the matter to the Authority.
61 - 102
56.2 In the event that the customer with critical electricity needs, does not pay the
outstanding arrears after half the warning period referred to in item (56-1) above, the
service provider shall give a final warning of disconnection of service fourteen (14) days,
provided that the final warning is delivered through the ways of notification and
communication contained in Appendix 7, with the service provider ensuring that the
customer with electricity needs has received the warning and has been informed. Any
other ways of communication may also be used.
56.3 In the event of the expiry of the notice period and no payment been made, the service
provider should refer the matter to the Authority for a decision.
62 - 102
Conclusion
The Electricity and Cogeneration Regulatory Authority, which is aware of this issue, hopes to be
informed of any comments or suggestions that would increase the awareness of customers,
service providers and investors alike. It would please them greatly if it receive any inquiry or
suggestion for the public interest at the following address:
Vice-Governor for Consumers & Service Providers Affairs
E-mail: vg_cspa@ecra.gov.sa
Tel: +966 11 2019172
Fax: +966 11 2019173
Completed by Allah’s grace.
63 - 102
Appendices
64 - 102
Appendix 1
Document Directory for the guide
Resolutions issued and guide Revision
1. The decision of His Excellency the Governor of the Authority No. (46/430) dated 01/07 / 1430H.
2. The decision of His Excellency the Governor of the Authority No. (45/431) dated of 15 / 1431H.
3. The decision of His Excellency the Governor of the Authority No. (77/431) dated 20/09 / 1431H.
4. The decision of His Excellency the Governor of the Commission No. 92/2 dated 25/08/1435 H.
5. The decision of His Excellency the Governor of the Authority No. (75) dated 17/08/1436 H.
6. The decision of His Excellency the Governor of the Authority No. (101) dated 14/04/1437 H.
7. The decision of His Excellency the Governor of the Authority No. 77 dated 27/04/1438.
8. The decision of His Excellency the Governor of the Authority No. (103) dated 17/06/1439 AH.
9. The decision of His Excellency the Governor of the Authority No. (9) dated 24/01/1440 AH.
10. The decision of His Excellency the Governor of the Authority No. (23) dated 07/02/1440 AH.
11. The decision of the Governor of the Authority No. (313) dated 20/10/1440 AH.
65 - 102
Appendix 2
Approved Consumption Tariff
Table (1): Consumption tariff for all categories
Consumption
Segments
(kwh)
Residential
(Halala/kWh)
Commercial
(Halala /
kWh)
Agricultural,
charities and
so on (Halala
/kWh)
6000-1
18
20
16
More than 6000
30
30
20
66 - 102
Governmental
organizations
(Halala / kWh)
Factories
(Halala /
kWh)
Private institutions,
institutes and
schools licensed in
the educational and
training field
(Halala/kWh)
32
18
18
Appendix (3)
Approved fees for Electricity Service Connection
Connection Fee for loads connected to distribution Voltages
Breaker Capacity (kVA)
Connection Tariff (SR / kVA)
More than
To
1
30
60
30
60
95
60
90
150
90
120
165
120
152
175
More than 152
26.600 Riyal + 250 Riyal (kVA) extra
Connection Fees for loads Connected to Transmission Voltages
Connected Power on Transmission Voltage
(MVA)
Connection Fees (Riyals/kVA)
Not more than 120
250
More than 120
450
The Power referred to in these two tables mean the total load required to be
connected to and Segment system does not apply to these required power
segments
67 - 102
Appendix 4
Guidance Tables for Loads Calculations
68 - 102
Calculating the loads of the residential facilities for voltage (220 Volts phase to phase)
Building Area (m2)
Total Loads
Connected (KVA)
25
50
75
76
100
110
111
125
150
151
175
200
225
226
250
275
300
301
325
350
375
376
400
425
450
460
461
475
500
525
550
575
600
625
626
650
675
700
725
750
775
800
4
8
12
13
16
17
18
20
24
25
28
32
36
37
40
43
46
47
50
53
56
57
60
63
66
68
69
70
73
76
80
83
86
90
91
93
96
100
103
106
110
113
Proposed Breaker
Rating (amp)
Building Area (m2)
Total Loads
Connected (KVA)
801
825
850
875
900
925
950
975
976
1000
1025
1050
1075
1100
1125
1150
1175
1200
1201
1300
1400
1500
1600
1601
1700
1800
1900
2000
2001
2100
2200
2300
2400
2500
2600
2700
2701
2800
2900
3000
3200
3400
114
116
120
123
126
130
133
136
137
140
143
146
150
152
156
160
163
166
167
180
193
206
220
221
233
246
260
273
274
286
300
313
326
340
354
366
367
380
394
406
433
459
30
40
50
70
100
125
150
200
250
69 - 102
Proposed Breaker
Rating (amp)
300
400
500
600
800
1000
Loads Calculation of Commercial Facilities for Voltage (220 Volts phase to phase)
Building Area (m2)
Total Loads
Connected (KVA)
25
50
55
56
75
100
101
125
150
151
175
200
201
225
250
275
300
301
325
350
375
400
401
425
450
475
500
501
525
550
575
600
6
10
12
13
16
22
23
27
32
33
38
43
44
48
54
59
64
65
70
75
80
86
87
91
96
102
107
108
112
118
123
128
Proposed Breaker
capacity (amp)
Building Area (m2)
Total Loads
Connected (KVA)
601
625
650
675
700
725
750
775
776
800
850
900
950
1000
1001
1050
1100
1150
1200
1250
1251
1300
1400
1500
1600
1700
1701
1800
2000
2100
129
134
139
144
150
155
160
166
167
171
182
192
203
214
215
224
235
246
256
267
268
278
299
320
342
363
364
384
427
448
30
50
70
100
150
200
250
300
70 - 102
Proposed Breaker
capacity (amp)
400
500
600
800
1000
Calculation loads of residential facilities of voltage (230/400 Volts)
Building Area (m2)
Total Loads
Connected (KVA)
25
50
75
100
101
125
150
151
175
200
201
225
250
251
275
300
325
350
375
376
400
425
450
475
500
525
550
575
576
600
625
650
675
700
725
726
750
775
800
825
850
875
900
4
8
12
16
17
20
24
25
28
32
33
36
40
41
43
46
50
53
56
57
60
63
66
70
73
76
80
83
84
86
90
93
96
100
103
104
106
110
113
116
120
123
126
Proposed Breaker
capacity (amp)
Building Area (m2)
Total Loads
Connected (KVA)
901
925
950
975
1000
1025
1050
1075
1100
1125
1150
1175
1200
1201
1300
1400
1500
1501
1600
1700
1800
1801
1900
2000
2100
2200
2300
2400
2401
2500
2600
2700
2800
2900
3000
3001
3200
3400
3500
3600
3601
3800
4000
4200
4400
4600
4800
127
130
133
136
140
143
146
150
152
156
160
163
166
167
180
193
206
207
220
233
246
247
260
273
286
300
313
326
327
340
354
366
380
394
406
407
433
459
470
486
487
513
540
567
594
612
648
20
30
40
50
70
100
125
150
71 - 102
Proposed Breaker
capacity (amp)
200
250
300
400
500
600
800
Calculation loads of Commercial facilities of voltage (230/400 Volts)
Building Area (m2)
Total Loads
Connected (KVA)
25
50
75
100
110
111
125
150
175
176
200
225
250
251
275
300
325
350
375
376
400
425
450
475
500
525
550
551
575
600
625
650
675
700
725
750
775
6
10
16
22
24
25
27
32
38
39
43
48
54
55
59
64
70
75
80
81
86
91
96
102
107
112
118
119
123
128
134
139
144
150
155
160
166
Proposed Breaker
capacity (amp)
Building Area (m2)
Total Loads
Connected (KVA)
776
800
825
850
875
900
925
926
950
975
1000
1025
1050
1075
1125
1126
1200
1300
1400
1500
1501
1600
1700
1800
1850
1851
2000
2100
2200
2201
2300
2400
2500
2600
2700
2800
2900
3000
167
171
176
182
187
192
198
199
203
208
214
219
224
230
240
241
256
278
299
320
321
342
363
384
395
396
427
448
469
470
491
512
533
555
576
597
619
640
30
50
70
100
150
200
72 - 102
Proposed Breaker
capacity (amp)
250
300
400
500
600
800
Appendix 5
Service Fees
Table (1): Shared Funding for Network costs located outside planned areas and outside the network
Boundaries.
Process
shared amount5
Funding part of the line costs outside the
40 SR / m for the overhead network route
network boundary for loads not exceeding 4
180 SR / m for the underground network route
MVA
Funding part of the cost of the line outside the
10 SR / (MVA). Meters for the overhead network route
network boundary for facilities with loads of more
45 SR / (MVA). Meters for the underground network
than 4 MVA and not exceeding 16 MVA.
route
Table 2: Fee for some services
SERVICE
FEE
Reconnection of service after payment
50 SR
Disconnection and reconnection of service
with request from concerned official
parties
200 SR
Meter inspection
150 SR
Deposit for temporary service meter
50 SR / KVA
Rent for using distribution sub-station
100 SR / METER SQUERE / year
Consumption of temporary electricity
service for events (without meter)
2 SR / kVA / day
Connection of temporary electricity service
for special occasions
10 SR / KVA in addition to the costs incurred with installing and
removing equipment
5
The subscription fee is reviewed and updated periodically by the Authority in accordance with the change in the
cost of materials and implemented contracts.
73 - 102
Table (3): Tariff for meter reading, meter maintenance and bill preparation
Capacity of breaker (Amp)
Monthly Tariffs (SAR)
greater than or equal to
less than
20
100
10
100
200
15
200
300
21
300
400
22
400
25
More Than 400
30
74 - 102
Appendix 6
Electricity Service Requirements
75 - 102
Table 1: Requirements for applying for a new electricity connection
Type of request
New electricity
service connection
Electricity
Connection service
of small loads
without a meter
Requirements
1. Signing the agreement for the connection of the electrical service
2. Certificate of coordination with the service provider.
3. Copy of the construction permit.
4. The approval of the Ministry of Islamic Affairs, Endowments, Da'wah
and Guidance to pay the bills of consumption for the mosques and
facilities of the Ministry or under its administration.
5. Energy efficiency certificate from the Saudi Centre for Energy
Efficiency for factories covered in the Centre’s activities.
6. Completion of (80%) of the facility or the issue of a certificate of
occupancy (for customers in Yanbu Industrial City).
7. Laying cables according to the approved sizes and the service
provider specifications .
8. Earthing works.
9. Site visit to applicant's location to ascertain the number of units and
their independence according to the building license or approved
plans, as well as the readiness of the site.
10. If the number of units differs from the nature in the construction
permit, the license must be modified to correspond with the existing
nature, otherwise the lesser number will be taken.
11. Implementation of thermal insulation in the facility.
1. Submit an application containing all the information about the site
with its layout.
2. Technical data (catalogue) showing the unit load.
3. The approval of the trust or Municipality to install the unit on the
site (or a construction permit).
4. Signing an agreement according to a form prepared by the service
provider and approved by the Authority.
5. Provide a circuit breaker to reduce overload and protection against
short circuit currents and earth fault. The breaker rating for earth fault
currents shall not be less than 30 milliamp.
6. Secure and install at least one grounding rod.
7. Install a timer to disconnect the circuit at the end of each feeding
point to limit the use of electricity to units that need energy at night
only.
76 - 102
Table 2: Requirements for applying for a temporary electricity connection
Type of request
Connection of a temporary electricity service for
construction purpose
Connection of a temporary electricity service for
special events
Requirements
1. Signing an agreement according to a form
prepared by the service provider and
approved by the Authority.
2. The customer must have a valid
construction permit or a statutory license.
3. To specify the location of the temporary
and permanent meter.
4. The rating of the temporary meter (30
amps) can be increased starting not less
than (10%) of the total load after providing
the necessary justification for this.
5. The temporary meter shall not be
converted to a permanent meter and shall
be removed at the end of its purpose or
when the electricity service is launched for
the permanent meter/s with the need to
settle any outstanding dues before it is
removed.
1. Signing an agreement according to a form
prepared by the service provider and
approved by the Authority.
2. The service application shall include a
letter from the competent authority
containing information about the site, its
layout, and the suitability and duration.
3. Provide the necessary safety requirements
in accordance with the requirements of the
Directorate General of Civil Defence.
4. The period of consumption shall not be
less than (one day) and no more than (30)
days.
5. If the service is to be continued for
another period after the end of 30 days, a
new connection fee is not paid.
77 - 102
Table 3: Requirements for modifying electricity service connection
Type of request
Adding new loads
Increasing loads
Reducing loads
Combining loads
Splitting loads
Requirements
1. Amendment of the Agreement on the electricity connection service.
2. Copy of the construction permit specifying the number of units added.
3. Site visit to ascertain the number and independence of units.
4. If the number of units in actual fact is different from that of the
construction permit, the license shall be modified to correspond with the
existing situation on the ground, otherwise the lesser of the two will be
taken.
1. Amendment of the Agreement on the electricity connection service.
2. Provide a statement showing additional loads.
3. Pay the last bill.
4. Owner's consent in case the tenant or investor submits a request for
reinforcement
1. Amendment of the Agreement on the electricity connection service.
2. Provide a statement showing the actual loads of the facility after the
reduction or after the application of means of energy savings or
displacement of loads.
3. Pay the last bill.
4. Owner's consent if the tenant or the investor submits a reduction
request
1. Amendment of the Agreement on the electricity connection service.
2. Signing the agreement for the connection of the electric service.
3. Pay the last bill.
4. Owner's consent, if the tenant or investor submits the request.
1. Amendment of the Agreement on the electricity connection service.
2. Copy of the construction license or approved plan showing the
number of units divided.
3. Site visit to ensure the independence of fragmented units.
4. Pay the last bill.
5. If the number of units varies by nature in the license, the license shall
be modified to correspond with the existing situation on the site,
otherwise the lesser of the two will be taken.
78 - 102
Table 4: The documentation required to study a request to displace an electricity network
Required documentation to
study displacement request
1. Document for ownership of the property related to the electricity
network to be displaced.
2. National identity of the owner (normal person).
3. If the applicant is not the owner of the property, he must bring a legal
authorisation from the owner authorizing him to do so, in addition to
the copy of the identity of the owner.
4. Certified Sketch from the Municipality issued by a certified
engineering office showing the extent of interference between electricity
networks and real estate.
Table (5): Determining the location of building meters
Number of meters
8
9-20
20+
Requirements for the location
The meters are installed on the front wall of the building (looking) from
the outside.
The meters shall be installed in a suitable location approved by the
service provider on the side wall of the building, provided that there is no
front wall of the building. In the event that the customer fails to provide a
back-up wall a meters room must be provided.
The service applicant must prepare a room for meters according to the
specifications of the service provider.
79 - 102
Appendix 7
Communication and Notification Channels with
Customers
Process
1st
warning of service
disconnection
Final warning of service
disconnection
Disconnection of service
due to request of an
official agency
Presence of
impediments
preventing a meter
reading being taken
poor wiring or
overloading
Disconnection of
electricity supply due to
implementation of
planned works
Network violation
Ways of communication and notification
Warning given on the consumption bill.
At least one of the following ways:
• Mobile message to subscribers
• Direct dialling through the call centre
• Written notice
At least one of the following ways:
• Mobile message to subscribers
• Direct dialling through the call centre
• Written notice
In addition to advertising in newspapers according to the discretion
of the service provider
Sticker on the meter
In addition to at least one of the following:
• Mobile message to subscribers
• Direct dialling through the call centre
• Written notice
80 - 102
Appendix 8
Illustrations
Diagram 1: Ring and Radial planning system
(a) Ring plan system
Normally open point
Main
substation
Main
substation
Distribution substation
(b) Radial plan system
Main
substation
Distribution substation
81 - 102
Figure 2: Process of the displacement or removal of a distribution substation
Start of
Process
Request to displace or remove a distribution sub-station
No
No
The station
installed for the
customer
service of the
consumer
Displacement or
removal
technically
possible
No
Yes
The station that
helps other
consumers
Yes
No
Yes
Transfer or
removal
technically
possible
Yes
Rejection of
transfer or
removal request
The consumer bears
the costs of the
transfer or removal
The consumer bears
the costs of the
transfer or removal
End of
Process
82 - 102
The location is
expropriated for the
service provider by
virtue of the law
The Service
Provider shall bear
the costs of transfer
or removal
Figure (3): Process of tampering with meters and connections
Tampering detected
A completed form stating
the exact nature of the
No
violation
Yes
The current consumer
is the one responsible
for the tampering
No
Yes
Current Consumer shall be sought to pay an estimated
consumption for the entire period of the tampering in
addition to a fine specified under Cabinet Resolution No.
866/1 dated 2/11/1433H
The Service Provider is not eligible to claim
for settlement
Tampering was done during the time of the
current owner
Facility is leased out and the tampering
occurred during the current owner’s
time.
Tenant shall be required to pay an
estimated consumption for the
entire period during which the
tenant benefited from the meter,
and current owner shall be
required to pay the remaining
consumption in addition to the
fine for tampering.
Tampering was done during the time of a
previous owner
The facility is leased out and the
tampering occurred during time of the
previous tenant.
Current tenant shall be required to pay
consumption for the period he benefitted from
the meter, the current owner will be required to
pay consumption for any period the owner
benefited from the meter provided that the
claim period shall not exceed the period
approved for the meter inspection cycle and
they will not have to pay a fine.
The current tenant is the
beneficiary.
Tenant shall be required to pay consumption for
the period the tenant benefited from the meter,
and current owner shall be required to pay
consumption for any period the owner benefited
from the meter, provided that the claim period
shall not exceed the period approved for the
meter inspection cycle and they will not have to
pay a fine.
83 - 102
The current owner is the
beneficiary.
Consumer will be sought to pay
an estimated consumption for the
period during which the owner
benefited, provided that the claim
period does not exceed the period
approved for the meter inspection
cycle and shall not be required to
pay a fine.
Appendix 9
Classification of customer facilities According to the
Usage Category
First: Classification of consumers according to the category of use according to the decision of
the Council of Ministers with the number (170) and the date 12/07/1421 H
Consumption
Tariff of Unit
Consumption
Tariff of Unit
Type of Unit
Type of Unit
Hospital
General and specialised Medical
Complex
Industrial
Residential Unit
Residential
Clinic
Residential Complex
Out-Patient Surgery
Residential Service Meter
Centre for improved hearing
and Speech
Farm
Poultry Project
Psychiatric Centre
Agricultural Water Pump
Dialysis Centre
Agricultural Well
Physiotherapy Centre
Fish Project
University
Agricultural
Livestock Project
College
Reserve
Institute
Charitable Organization
School
Charitable Mosque
Training Centre
School for the
Memorization for the
Quran.
84 - 102
Second: Classification of consumers according to use category according to the decision of
the Board of Directors of the Authority No. (1/22/31) and the date 01/06/1431 H .
Consumption Tariff of
Type of Unit
Unit
Commercial Unit
Unit without meter
Furnished Apartment
Commercial Service
meter
Commercial
Hotel
Billboards
Embassy/Consulate
Mobile Tower
Institution
Laundry
Company
Radiology Centres and
Medical Laboratories
Multipurpose Hall
Bank
Sports Club
Temporary Meter for
Construction Purposes
Publishing and Press
House
Factory
Industrial
Industrial- Level
Automated Bakery
Industrial Printing Press
Water Desalination or
Treatment Plant
85 - 102
Appendix 10
Meter Inspection and Calibration
Type of Meter
Accuracy ratio
periodical inspection & Calibration
Direct meter
±2%
10 Years
Low voltage CT- Meter
±1%
5 Years
Medium Voltage CTVT – Meter
±1%
3 Years
86 - 102
Appendix 11
Clearances and Network Displacement
Table (1): Transmission Network Boundaries
Boundaries (meter)
Voltage (KV)
From 15 to 50 meters according to the tower type
110-115-132
From 35 to 56 meters according to the tower type
230
From 50 to 85 meters according to the tower type
380
Table (2): Vertical clearance for distribution networks
Vertical Clearances
From the lowest sagging connector to the highest building or facility point in meters
Buildings
Telephone
Lines
Railway
Highways
Public
Roads
Agricultural
Roads
69 K.V
5
3
15
12
12
12
33/34.5 K.V
4
2
8.5
12
7
6.7
13.8 K.V
3
2
8.5
12
7
6.7
Low Voltage
3
1.2
8.2
12
6
5
Construction Type
Voltage
(V)
87 - 102
Table (3): Horizontal clearance space for distribution networks
Horizontal Clearances
From the central line of the Pole in meters
Construction Type
Voltage (V)
Buildings
Railway
Highways
public or
agriculture
roads
69 K.V
6.3
25
18
12
33/34.5 K.V
2
15
15
12
13.8 K.V
2
15
15
12
Low Voltage
2
15
15
12
Table (4): The duration of implementation of the distribution network
displacement request
Type of request
Duration of Implementation
Displacement of distribution
network opposing private
ownership
A Maximum of two years from the date of the application or any
shorter period to be determined by ECRA
Displacement based on request
from concerned parties
Six months from the date of the notification of an authorization for
expenditures towards the displacement cost
88 - 102
Appendix 12
Agreement Form for Electricity Service connection on
Distribution Voltage
89 - 102
Agreement Form for Electricity Service connection on Distribution Voltage
Application No.
Date
Application Type
Other
Industrial
Agricultural
Government
Type of Use
Commercial
Residential
Other
Consolidation
Division
Enhance
Add
New
Applicant Details
First Name
Father’s Name
Grandfather’s Name
Family Name
National ID No.
Nationality
Passport No.
Passport No.
Name
Letter No./ Record
Date of Letter
Source of Letter
Authorized representative’s Details
First Name
Father’s Name
Grandfather’s Name
Authorized representative’s signature
Family Name
Authorized representative’s
National ID No.
Authorized representative’s phone
No.
Location Details
City
Plan No.
Plot No.
District
Street Name
House No.
Construction permit No.
Permit Expiry date
Title deed No.
Title deed date
Agent No.
National Address
Contact Details
Mobile Phone No.
House Phone No.
House No.
Work No.
Fax
Ext.
Email
P.O. Box
Postcode
City
Approval of the Service Connection Agreement
Attachments

1.
Copy of construction Permit

2.
Certificate of permission to start the electricity service

3.
Letter from the municipality to homes that do not have a title deed

4.
Certificate of coordination with the service provider

5.
Energy efficiency certificate from the Saudi Center for Energy Efficiency for factories covered in the Center's activities
Applicant Signature
The Concerned Employee
Name
Name
Signature
Signature
Requested Service Details
Facility Breakdown
Type of Unit
Amount
Accounts Numbers for which service is require
Unit Area m
Breaker Capacity (KWA)
2
Total Area m2
Total Load
127/220 Volts
Required Voltage
220/380 Volts
Account No.
(
) AMP
13.8 KV
230/400 Volts
Observations
Engineering Office
The Concerned Employee
Name of Office
Employee name
Office Manager
Job Title
Signature /Stamp
Signature
90 - 102
Required Breaker Capacity
(KWA)
)
( (KWA)
33 KW
Introduction:
1. The terms and expressions of this agreement and the information in this guide to the
provision of electricity service shall have the same meaning for the purpose of the
application of this agreement unless the context suggests otherwise.
2. This Agreement specifies the terms and conditions agreed between the service provider and
the Applicant. The agreement includes the Applicant request to open a consumption account
and all essential data required from the consumer.
3. In this agreement a number of references have been alluded to, such as the distribution code,
the guide for the provision of the electricity service (guide), and procedures for handling
customer complaints, which can be obtained through the website of the service provider, or
a visit to one of the branches of the service provider or the website of the Electricity and
Cogeneration Regulatory Authority (TRA) at www.ecra.gov.sa.
4. The Authority shall be the reference point to interpret any text or provision contained in this
agreement.
First: The previous introduction is an integral part of this agreement.
Second: Applicant obligations and duties
2.1 The Applicant acknowledges his / her responsibility to ensure the accuracy of the
data referred to in this agreement and the accompanying documentation.
2.2 The Applicant shall be obligated to pay the amount of the consumption bill no
later than the date indicated in the bill.
2.3 The Applicant undertakes to ensure that the service provider have safe and easy
access to the meter(s) and electrical equipment of the service provider in his
facility and to allow the service provider's staff to detect, inspect and read the
meter at the time specified by the service provider.
2.4 The consumer shall not exceed the specified electrical capacity and shall
undertake in the event that he wishes to add equipment or electrical
equipment which requires increasing this capacity, he shall submit his request
to the service provider before increasing the capacity with the approval of the
owner or the person authorized to represent him.
91 - 102
2.5 The Applicant undertakes to inform the service provider of any changes in his
personal details.
2.6 The Applicant shall immediately notify the service provider of any change in the
consumption type when he changes the activity under which the service
provider applied the consumption type to his subscription, or that he has added
facilities different from his consumer type. In case the consumer does not
inform the service provider, Item (34-1) of the guide to the Provision of
Electricity Service will be implemented.
2.7 The Applicant shall notify the service provider of his or her absence from the
location of the service connection and / or its closure for a period of time during
which the service provider cannot record the consumption.
2.8 The Applicant is obliged to settle any amounts due to consumption immediately
after his stay at the property, the place of the agreement, is over. In the event
of this obligation not being fulfilled, all the amounts are due on this account
until the date of its closure or transfer to the name of the owner or any new
tenant. The service provider will not have a new agreement with the same
consumer until all debts are settled.
2.9 The Applicant shall be entitled to ask for the payment of the amount owed by
him to be paid in instalments in special cases such as the sudden increase in
monthly consumption or the accumulation of consumption, on condition that
the service provider is convinced that the consumer will fall into hardship if
payment is made to the service provider and in case the consumer does not
notify the service provider for assistance with payment difficulties or fails to
agreed arrangements, any amounts due is an overdue amount and deemed to
be payable.
Third: The Applicant is prohibited from doing any of the following
3.1 Treat the meter (how he wants) whereas the meter is the property of the service
provider.
3.2 Starting an electricity service without taking the service provider's consent.
3.3 Carrying out irregular electrical works at a facility or placing any obstacles
preventing access to the meter; causing damage or meter becoming inaccurate
or tampering with it.
3.4 Allow anyone to receive electricity illegally from the provider's network.
92 - 102
3.5 Allow any person to use electricity in any way that affects the continuity of the
service to any other person or causes loss to the service provider or damage to
the meter, fixtures or other equipment that provide the service.
3.6 Interference with respect to the connection of the Service to any other person,
including the disconnection of service from another person or the reconnecting
the service after the Service Provider disconnected it.
The cases described in items (3) to (3-6) shall be dealt with in accordance with
the provisions of the Regulations for the Protection of Facilities of Service
Providers.
Fourth: The responsibility of the service provider and his duties
4.1 The service provider shall provide the electricity service in accordance with all
the requirements of the distribution code and the guide of providing the
electricity service.
4.2 The service provider shall record the consumption according to the meter
reading cycle for a period not exceeding 30 days, provided that the date of
commencement of payment of bills is the 28th of each calendar month
following the date of issue of the bill and sending it to consumers electronically
or by any other means. The latest information on these ways can be found by
visiting the website of the service provider or visiting one of its branches or
contacting one of the service centres.
4.3 The service provider shall notify the consumer a month in advance of any change
in the consumption tariff or any service-related tariff or any amendment to this
agreement through the consumption bill as well as any other means such as
local newspapers, SMS, telephone or any other means.
4.4 In the event of an interruption of the electricity service, the service provider shall
notify the consumer by means of the registered data in this agreement or
according to the available means and in the appropriate manner with the
expected time of the return of service if the interruption is due to an event
which is out of anyone’s control and is expected to last for three hours or more.
4.5 The service provider shall clear the consumption upon receipt of the consumer's
request to terminate this agreement and shall provide the consumer through
contact information registered in this agreement with the amount due within a
period not exceeding five (5) working days.
93 - 102
Fifth: Disconnection and Reconnection of the electricity service
The service provider will disconnect the electricity service from the facility and
reconnect it according to the regulations of disconnection and reconnection of
electricity services contained in the guide approved by the Authority, published on the
website of the Electricity and Cogeneration Regulatory Authority (www.ecra.gov.sa)
and the website of the service provider, and the consumer is entitled to obtain a copy
of these regulations upon request from the service provider.
Sixth: Modification on electricity Service Connection during agreement validity
If the Applicant submit a request to modify the service connection like meter upgrade,
addition, splitting or relocation and service provider has agreed then, the new request
should be part of this agreement and service provider should take the necessary
procedures to revise the related information and data.
Seventh: Complaints or disputes
8.1 In the event of a complaint or dispute in any matter relating to this agreement or its
implementation or any aspects relating to the provision of the Electric Service, the
consumer shall be entitled to file a complaint with the service provider in accordance
with the Consumer Complaints Process adopted by the Authority, and if no satisfactory
solution is reached between the service provider and the consumer in respect of the
complaint or dispute through such proceedings, the consumer may submit his
complaint to the Authority for a decision.
8.2 The service provider may not disconnect the service from the consumer until the
subject of the complaint is decided by the competent authority or judicial authority.
8.3 The service provider may not combine the disputed amounts with the amount of
monthly consumption. The consumer must be enabled to pay the subsequent
consumption bills on the meter to avoid accumulating the amounts without having to
visit the providers' offices. The service provider shall take all legal procedures to ensure
collection of any amounts which are not disputed over.
Eighth: The responsibility of the service provider in the event of an error on their part
The Service Provider is obliged to provide the service in full accordance with the
agreement and in accordance with the normal practice generally recognized
professionally, taking into account the following:
94 - 102
9.1 If the consumer's loss is due to the negligence of the service provider or lack of
adequate care, the service provider will be responsible for compensating the consumer
for that loss.
9.2 The Service Provider shall not be liable for any loss to Customer if:
9.2.1 This harm is caused by the consumer or any other person.
9.2.2 That loss resulted from an incident outside the control of the service provider.
Ninth: The consumer is entitled to compensation from the service provider as a result of
their failure to comply with the secured standards approved by the Authority.
Tenth: Duration of the Agreement:
The agreement has not been restricted to a certain period of time, and the consumer
may request the termination by notice to the service provider of ten (10) days prior to
the date specified for termination, subject to the terms of service cancellation. In the
event that the consumer moves to a new facility, he shall notify the service provider
accordingly in order to arrange for settling any of the previous amounts owed and the
recording of the new meter information in accordance with the procedures specified
by the service provider.
Eleventh: This agreement has been issued in two original Arabic copies, each of which shall
be given a copy of the agreement.
May Allah grant us success.
95 - 102
Appendix 13
Agreement Form for Electricity Service Consumption on
Distribution Voltage
96 - 102
Agreement Form for Electricity Service Consumption on Distribution Voltage
Application No.
Date
Residential
Commercial
First Name
Father’s Name
Type of Use
Government
Applicant Details
Grandfather’s Name
Nationality
Passport No.
Agricultural
Industrial
Family Name
Other
National ID No.
Passport No.
Authorized representative’s Details
First Name
Father’s Name
Grandfather’s Name
Authorized representative’s
National ID No.
Family Name
Authorized representative’s
signature
Authorized
representative’s phone
No.
Copy of Title Deed
Date of Meter Reading
Name
Letter No./ Record
Date of Letter
Source of Letter
Contact Details
Location Details
City
P.O. Box
District
Postcode
Street
Unit Type
Unit No.
Meter No.
Beneficiary No.
Mobile
Home Telephone
Work Telephone
Fax
Email
Preferred contact
method
Service implementation requirements
Subscription No.
Date of Implementing
request

.1
Meter reading
Attachments
Copy of the national ID or residence permit and passport for non-Saudis
 2.
Copy of lease agreement.
Observations
Consumer’s Signature
The Concerned Employee
Name
Signature
Date
Employee name
Job Title
Signature
For more information, please refer to the service provider's website or call the toll-free inquiry
line
97 - 102
Introduction:
1. The terms and expressions of this agreement and the information in this guide to the
provision of electricity service shall have the same meaning for the purpose of the
application of this agreement unless the context suggests otherwise.
2. This Agreement specifies the terms and conditions agreed between the service provider and
the consumer. The agreement includes the consumer's request to open a consumption
account and all essential data required from the consumer.
3. In this agreement a number of references have been alluded to, such as the distribution code,
the guide for the provision of the electricity service (guide), and procedures for handling
consumer complaints, which can be obtained through the website of the service provider ...
.....) or a visit to one of the branches of the service provider or the website of the Electricity
and Cogeneration Regulatory Authority (TRA) at www.ecra.gov.sa.
4. The Authority shall be the reference point to interpret any text or provision contained in this
agreement.
First: The previous introduction is an integral part of this agreement.
Second: consumer’s obligations and duties
2.1 The consumer acknowledges his / her responsibility to ensure the accuracy of the data
referred to in this agreement and the accompanying documentation.
2.2 The consumer shall be obligated to pay the amount of the consumption bill no later than
the date indicated in the bill.
2.3 The consumer undertakes to ensure that the service provider have safe and easy access
to the meter(s) and electrical equipment of the service provider in his facility and to
allow the service provider's staff to detect, inspect and read the meter at the time
specified by the service provider.
2.4 The consumer shall not exceed the specified electrical power and shall undertake in the
event that he wishes to add equipment or electrical equipment which requires increasing
this power, he shall submit his request to the service provider before increasing the
capacity with the approval of the owner or the person authorized to represent him.
2.5 The consumer undertakes to inform the service provider of any changes in his personal
details.
98 - 102
2.6 The consumer shall immediately notify the service provider of any change in the
consumption type when he changes the activity under which the service provider applied
the consumption type to his subscription, or that he has added facilities different from
his consumer type. In case the consumer does not inform the service provider, Item (341) of the guide to the Provision of Electricity Service will be implemented.
2.7 The consumer shall notify the service provider of his or her absence from the location of
the service connection and / or its closure for a period of time during which the service
provider cannot record the consumption.
2.8 The consumer is obliged to settle any amounts due to consumption immediately after his
stay at the property, the place of the agreement, is over. In the event of this obligation
not being fulfilled, all the amounts are due on this account until the date of its closure or
transfer to the name of the owner or any new tenant. The service provider will not have
a new agreement with the same consumer until all debts are settled.
2.9 The consumer shall be entitled to ask for the payment of the amount owed by him to be
paid in instalments in special cases such as the sudden increase in monthly consumption
or the accumulation of consumption, on condition that the service provider is convinced
that the consumer will fall into hardship if payment is made to the service provider and in
case the consumer does not notify the service provider for assistance with payment
difficulties or fails to agreed arrangements, any amounts due is an overdue amount and
deemed to be payable.
Third: The consumer is prohibited from doing any of the following
3.1 Treat the meter (how he wants) whereas the meter is the property of the service
provider.
3.2 Starting an electricity service without taking the service provider's consent.
3.3 Carrying out irregular electrical works at a facility or placing any obstacles preventing
access to the meter; causing damage or meter becoming inaccurate or tampering with it.
3.4 Allow anyone to receive electricity illegally from the provider's network.
3.5 Allow any person to use electricity in any way that affects the continuity of the service to
any other person or causes loss to the service provider or damage to the meter, fixtures
or other equipment that provide the service.
3.6 Interference with respect to the connection of the Service to any other person, including
the disconnection of service from another person or the reconnecting the service after
the Service Provider disconnected it.
The cases described in items (3) to (3-6) shall be dealt with in accordance with the
provisions of the Regulations for the Protection of Facilities of Service Providers.
99 - 102
Fourth: The responsibility of the service provider and his duties
4.1 The service provider shall provide the electricity service in accordance with all the
requirements of the distribution code and the guide of providing the electricity service.
4.2 The service provider shall record the consumption according to the meter reading cycle
for a period not exceeding 30 days, provided that the date of commencement of
payment of bills is the 28th of each calendar month following the date of issue of the bill
and sending it to consumers electronically or by any other means. The latest information
on these ways can be found by visiting the website of the service provider or visiting one
of its branches or contacting one of the service centres.
4.3 The service provider shall notify the consumer a month in advance of any change in the
consumption tariff or any service-related tariff or any amendment to this agreement
through the consumption bill as well as any other means such as local newspapers, SMS,
telephone or any other means.
4.4 In the event of an interruption of the electricity service, the service provider shall notify
the consumer by means of the registered data in this agreement or according to the
available means and in the appropriate manner with the expected time of the return of
service if the interruption is due to an event which is out of anyone’s control and is
expected to last for three hours or more.
4.5 The service provider shall clear the consumption upon receipt of the consumer's request
to terminate this agreement and shall provide the consumer through contact information
registered in this agreement with the amount due within a period not exceeding five (5)
working days.
Fifth: Consumers with severe electricity needs
The consumer shall inform the service provider of any person in the household who meets the
definition of the persons with the severe need of electricity mentioned in Chapter 9 of the guide,
and attach the necessary documents proving this in order for the service provider to apply the
rules and procedures for persons with criticalelectricity needs as approved by the Authority.
100 - 102
Sixth: Disconnection and Reconnection of the electricity service
The service provider will disconnect the electricity service from the facility and return it
according to the regulations of disconnection and reconnection of electricity services contained
in the guide approved by the Authority, published on the website of the Electricity and
Cogeneration Regulatory Authority (www.ecra.gov.sa) and the website of the service provider,
and the consumer is entitled to obtain a copy of these regulations upon request from the service
provider.
Seventh: Meters
The service provider shall be entitled to check the meter at any time to ascertain the accuracy of
its readings. In case the customer believes that the meter is not working properly, the customer
shall be entitled to apply for a meter inspection and pay the necessary compensation according
to the provisions of the guide.
Eighth: Complaints or disputes
8.1 In the event of a complaint or dispute in any matter relating to this agreement or its
implementation or any aspects relating to the provision of the Electric Service, the
consumer shall be entitled to file a complaint with the service provider in accordance
with the Consumer Complaints Process adopted by the Authority, and if no satisfactory
solution is reached between the service provider and the consumer in respect of the
complaint or dispute through such proceedings, the consumer may submit his complaint
to the Authority for a decision.
8.2 The service provider may not disconnect the service from the consumer until the subject
of the complaint is decided by the competent authority or judicial authority.
8.3 The service provider may not combine the disputed amounts with the amount of
monthly consumption. The consumer must be enabled to pay the subsequent
consumption bills on the meter to avoid accumulating the amounts without having to
visit the providers' offices. The service provider shall take all legal procedures to ensure
collection of any amounts which are not disputed over.
Ninth: The responsibility of the service provider in the event of an error on their part
The Service Provider is obliged to provide the service in full accordance with the agreement and
in accordance with the normal practice generally recognized professionally, taking into account
the following:
101 - 102
9.1 If the consumer's loss is due to the negligence of the service provider or lack of adequate
care, the service provider will be responsible for compensating the consumer for that
loss.
9.2 The Service Provider shall not be liable for any loss to Customer if:
9.2.1 This harm is caused by the consumer or any other person.
9.2.2 That loss resulted from an incident outside the control of the service provider.
Tenth: The consumer is entitled to compensation from the service provider as a result of their
failure to comply with the secured standards approved by the Authority.
Eleventh: Duration of the Agreement:
The agreement has not been restricted to a certain period of time, and the consumer may
request the termination by notice to the service provider of ten (10) days prior to the date
specified for termination, subject to the terms of service cancellation. In the event that the
consumer moves to a new facility, he shall notify the service provider accordingly in order to
arrange for settling any of the previous amounts owed and the recording of the new meter
information in accordance with the procedures specified by the service provider.
Twelve: This agreement has been issued in two original Arabic copies, each of which shall be
given a copy of the agreement.
May Allah grant us success.
102 - 102