Consumers can approach neutral third party to inspect water meters

In addition, service providers are now required to resolve complaints within 10 working days, and within a maximum of five days when such complaints are escalated to the authority. SWC noted that these amendments are designed to enhance fairness and empower beneficiaries to exercise their rights more effectively. The updates also include revisions to connection fees, taking into account the characteristics of residential areas. For residential buildings with an area of up to 675 square meters, the water connection fee is set at SR3,000 and the sewage connection fee at SR5,000. For larger properties, fees increase progressively, while actual implementation costs are applied to areas exceeding 3,000 square meters. For the non-residential sector, connection fees begin at SR15,000 for water and SR20,000 for sewage for smaller properties, with incremental increases based on building size. These are supplemented by actual implementation costs and an application review fee. In the government sector, water connection fees start at SR15,000 and sewage connection fees at SR20,000, with adjustments linked to building area. For large-scale projects, actual costs are calculated without imposing additional fees on individual units. Additionally, a fee of SR1,000 has been introduced for each extra building unit in the residential sector, applicable to both water and sewage services.The guide further stipulates that real estate developers must pay SR1,000 for meter installation, data registration, or both, in accordance with approved regulatory procedures.Water service disconnection is prohibited during Ramadan, Eid Al-Fitr, Eid Al-Adha, National Day, and Founding Day. It is also prohibited in the cities of Makkah and Madinah during the Hajj season—from Dhul Hijjah 1 to 20—for all categories, as well as in cases involving pending billing complaints.To limit the accumulation of debt, SWC has shortened the warning periods preceding service disconnection. New regulations have also been introduced to address illegal connections, with violators bearing the associated costs.The calculation of lost water consumption for government and non-residential entities with unregistered connections has been formally regulated.Applicants are entitled to request a water tanker from the service provider at a reduced rate if service has not been delivered within 25 days of fee payment. This reduced rate—set at SR4 per cubic meter per tanker—will continue for every additional 15-day delay until the service is provided.Service providers are obligated to deliver both water and sewage services in accordance with the agreed fees. Customers, however, are responsible for the actual costs of implementing any required networks beyond the existing infrastructure, in addition to the standard connection fees.Dr. Fahd Abu Muati, deputy president of SWC for water sector regulation, stated that these updates represent a significant step toward more transparent and equitable regulation, ensuring a balance between safeguarding beneficiaries’ rights and enhancing the efficiency of service providers.