Home 
Consumers Affairs
Consumer's Rights on Licensee
|
|
Consumer's Rights on Licensee
Provision of service is one of the activities of the electricity industry which deals directly with consumer. The Electricity Law stipulates that the licensee should get a license from ECRA to work in this field. At the present time, Saudi Electricity Company is the only licensee in the Kingdom. However, according to the Electricity Law, it is expected that other licensees may participate in this activity in the future.
Consumer's rights on licensee include the following:
Provision of Service
The consumer has the
following rights with
respect to the provision
of service:
• Secure the electricity
service without any
unfair discrimination
from the licensee as
long as the consumer is
able to pay the fee.
• Obtain a reliable and
stable service.
• Be informed with the
accredited tariff
applicable in his case.
• Receive a notification
if any change in the
tariff occurs.
• Receive a written
notice from the licensee
to pay the dues (if he
delayed paying them) in
less than 20 work days.
If the consumer does not
pay the dues by the end
of that period, the
licensee has the right
to discontinue the
service.
The service should not
be discontinued unless:
• The consumer fails to
pay the dues following
expiry of the statutory
notice period.
• If he obtains
electricity or supplies
it to another person
without permission of
the licensee.
• If he tampers with any
part of the electricity
system or its associated
meters.
Regarding Invoices
The consumer has the
following rights:
• Receive a monthly
invoice from the
licensee showing details
of dues.
• Be informed with the
meter readings that the
invoice covers from the
beginning of the period
to the end.
• The invoice must show
the unit for each item.
• In the case of
estimated costs, the
invoice must show that
clearly ,and deposit in
the consumer's account
any amounts paid in
excess of what is
actually due from the
consumer.
• If the consumer
objects accuracy of the
meter reading, he has
the right to ask the
licensee for a meter
examination provided the
consumer agrees to bear
the charges if the meter
is found free of fault.
• The consumer must have
reasonable time to pay
his delayed dues.
Other Rights
• The licensee should
listen to the consumer‘s
complaint about any
aspect of the service,
deal with it seriously
and find a reasonable
solution within the
specified period
determined by ECRA.
• The licensee should
transfer any unresolved
dispute (or complaint)
to ECRA. The licensee is
bound to provide the
consumer with detailed
information about the
person responsible for
consumer care in ECRA.
• The licensee should
adopt plans and general
programs to enlighten
consumers about safety
and means of
rationalization in
consuming electric
power.
|
