​​

Time Frame to Resolve Billing Complaints

When Saudi Electricity Company receives a complaint related to bills, it must be dealt with immediately, whenever possible, and if further investigation of the complaint is required, a detailed response must be provided to the customer within fifteen (15) working days.

Conditions for Entitlement to Compensation:

1. The action to resolve the billing complaint was delayed for more than fifteen (15) working days.

2. The claim for compensation shall be submitted within (30) days after the lapse of the time period within which to deliver a solution to the complaint.

​If the customer is entitled to compensation, the Saudi Electricity Company will shall pay compensation at equivalent to SAR 75, and the customer shall also be entitled to additional SAR 75 for every additional (15) day period above the set limit within which to deliver a resolution to the complaint.