Customer Service

​1How the bill is calculated?

- Category Consumption will be calculated based on the daily consumption rate in order to preserve the rights of the customers and the Company in case the consumption period (30 days) changed. Calculation of the consumption days as per the following equation :

1000 ÷ 30 = 33.33 kWh per day per category 

Meaning that if the consumption period of 32 days, the category calculation is: 

32 × 33.33 = 1067 kWh 

And if the consumption period is 28 days, category calculation is: 

28 × 33.33 = 933 kWh


2What shall I do at the time of electricity interruption?​​

Current Interruption during Daytime
- In case of electricity interruption during daytime, that might be due to overload, electric short circuit, non-payment of bill, occurrence of breakdown in the public network as a result of digging and the like or maintenance activities undertaken by the Company. Thus, we recommend the following procedures:
1. Turn off the electrical appliances of high loads such as air-conditioners and other appliances as the reduction of loads on the network will help the accelerate reconnection of the service and to maintain the safety of the appliances after the sudden comeback of current; whilst putting on some lights to observe the current reconnection.
2. Check the circuit breakers installed on the distribution board and if any breaker was in the "OFF" position; try to return it to the "ON" position to restore the current. However, if the circuit breaker is off again, then there may be a short circuit somewhere. In this case, do not tamper with wiring, sockets, and plugs. Call a professional electrician to repair the breakdown.
3. If the circuit breakers were ON, that may mean; that the electricity supply is disconnected due to a general breakdown or maintenance works of the general network or for nonpayment of the electric consumption bills.
4. In case it was known that the electric current disconnection was resultant from failure to pay the bills on time, then the customer must pay the arrears and to call the company at the number (920001100) to resume the service.
5.If the electricity breakers inside the house and those in the company’s meter box were in the ON position, the interruption reason is either a general breakdown or maintenance of the network, thus please call emergency number 933 providing them with details of account number, meter number and the house location.

Current interruption during nighttime
- In case of electricity interruption during nighttime that might be due to overloads, electric short circuit, or occurrence of a breakdown in the public network thus, we recommend the following procedures:
1. Try to turn off the high load electrical appliances such as air-conditioners and else; the reduction of loads on the network will help the reconnection of the service easily, to maintain the safety of the appliances after the sudden comeback of current, whilst keeping some lights in the ON position to observe the current reconnection.
2. Make sure whether the disconnection involves only your house, a part thereof, or it is a general power interruption by checking streetlights or neighboring houses.
3. If the disconnection is restricted to your house or any part thereof, then this may be a result of an overload or a short circuit.
4. Checking the circuit breakers in the distribution sub-panel and if any breaker is OFF, try to return it to the ON position to restore the current. However, if the circuit breaker is off again, then there may be short circuit somewhere. In this case, do not tamper with wiring, sockets, and plugs. Call a professional electrician to repair the breakdown.
5. If the disconnection is general, please call the Emergency Office at telephone number 933.
6.Secure a portable (preferred rechargeable) electrical supplier such as the torch for emergencies at home to be used during night time

3What are the service restoration procedures after disconnection because of unpaid bills?

The company restores the electricity service as soon as possible to the customers whose electric service was disconnected after their payment of all arrears to the company and the current restoration fees. Restoration may be added electronically along with the next customer’s bill.

Procedures followed by the customer to restore the service after payment are:
• Payment of the bill .
• Contact the SEC's centralized contact center (920001100) and request electrical service restoration.
 

4What are the requirements for requesting electricity service connection?

- You can find all the information you need by visiting the Electricity Service Request page through the link​ Here

5What are the requirements for (Intensification / Addition / Grouping / and Subdivision of the meter) applications?

- You can find all the information you need by visiting the Electricity Service Request page through the link Here

6What is the Fixed Bill service (financing)? How could I register in the service?

- You can find all the information you need by visiting the Fixed Bill Service page through the link Here 


7What is the SMS service? How can I register in the service?

 - You can find all the information you need by visiting the Short Message Service page through the link Here

8What is the Electronic Bill Service? How can I register or subscribe?

- You can find all the information you need by visiting the E-Bill Service page through the linkHere

9Can I restore the service to my firm / facility after the official working hours and during public holidays?

Yes, by calling the SEC's centralized contact center number (920001100)​.


10What are the Service Delivery Fees for Different Breakers?

You can find all the information regarding the service delivery fees for different breakers through the link Here​

11My bill is very high, and I think it is inaccurate. What should I do?

-You can call the SEC's centralized contact center number (920001100)​ to verify your correct bill balance.


12What should I do if the meter breakdown (stopped or moving slowly)?

-You can call the SEC's centralized​ contact center number (920001100)​.


13What are the safety instruction related to electrical wirings?

If the company considered that the wirings found in the estate of the customer or those connected to company’s equipment are unsafe and form a threat for safety, then the customer’s current will be disconnected in cooperation with the civil defense after the delivery of a prior notice in this regard to the customer.
It is permissible to disconnect the customer’s current after he receives the prior notice when making any temporary or permanent change in wiring inside or outside the building in a way that may pose a threat on life and properties.

14How we read the bill?

- You can visit (How to read your bill) page through the link Here

15How can I take advantage of the company's services in the event that the home is owned or is Mortgage to the bank?

in the beginning the costumer is required to change and modify the basic information by visiting the nearest costumers services office and bring along the following :
a copy of the title deed of the property.
a copy of the identity of the costumer.
A copy of a letter from the bank to approve the transfer the owner’s data to the costumer’s name.
fill out the attached form (form).

Changing the Electrical Voltage From (127/220) Volts to (230/400) Volts

​1Why use 230/400 volts instead of 127/220 volts?

Saudi Arabia is one of the few countries in the world that uses the dual-distribution voltage (127/220 volts) in homes where standard voltage 127 volts is used for household appliances (lighting fixtures, refrigerators, microwave ovens, TV) and the 220 volts for high-load electrical appliances (air conditioners, elevators, pumps). Only 9% of the countries in the world use this dual-distribution voltage while more than 70% use 230/380 volts, many of which are planning to adopt or change to the international standard voltage 230/400 volts being recommended by the international electronical commission (IEC); the organization that prepares and publishes international standards for all electrical, electronical and related technologies. Six percent (6%) of the countries of the world use voltage 110 volts while the remaining 15% use various voltages. The continued application of the dual-voltage in the kingdom brings negative effects which include the following:

- Isolation from international-adopted standards voltage 230/400 volts which shall gradually become the standards voltage applied in different countries at international level.

- Increased incidence of accidents (electrical shocks, damage to electrical appliance, and outbreaks of fires) when appliances are mistakenly plugged into wrong voltage due to the presence of dual-voltages 127/220 volts in the home.

- The need to use adaptors to connect electrical devices to power source, given a huge array of plugs and sockets which weaken the level of security and safety.

- Continue to allow entry of electrical appliance of less than 127 volts, as determined by the manufacture, inti the markets of the kingdom and allow them to operate at non-rated voltage shall lead to a shortening of their service life and reducing their performance efficiency.

- Difficulty in the application of certificates of conformity with the Saudi standards specifications because the voltage rating of the imported equipment is different from the voltage rating used in the kingdom.

- Manufacturing difficulty involved in the production of devices with operating voltage of 127 volts being encountered by exporting factories to the kingdom requires additional cost to the consumer.


2What are the benefits to be gained from this change?​​

The use of voltage level 230/400 volts gives better results compared to voltage 127/220 volts. A study prepared by a dedicated team with the support of the Ministry of Water and Electricity has shown that there many benefits that can be derived from this change, as follows:

First: Benefits to the kingdom:
1. Improved level of safety in electrical wiring and , therefore , lack of incidence of fires caused by electricity.
2. Achieve uniformity in the electrical distribution voltages with the GCC countries to facilitate the standardization of electrical devices’ specifications within the GCC countries as well as in the rest of Arab countries and the countries in the world.
3. Growth in Saudi exports of electrical appliances at competitive prices due to lower production costs resulting from the application of international standards on the national industry.
4. Standardization of screening procedures an allowing electrical equipment at customs ports at the level of Gulf Cooperation Council due to the standardization of voltage.
5. Ease of the appliances and wiring tests, which reflect on the laboratories performance, whether government or private.
5. Ease of the appliances and wiring tests, which reflect on the laboratories performance, whether government or private.
6. Integration with global systems of voltages and thus take advantages of the technical transmission with minimum of distribution.

Second: Benefits to electric service providers:
1. Lowers the costs of electric meter and electrical box to be installed in the customer’s premises due to low current and, therefore, the use of smaller meter and the elimination of current transformer from the meter.
2. Less energy losses in the electrical distribution networks and equipment due to lower amount of current level.
3. Overcomes the problem of voltage decline in the distribution network, thus contributing to performance improvement and protection household appliances.
4. Less number of cables used and smaller cross-sectional area of cable for the same power capacity, thus reducing the cost of establishing electrical distribution networks.
5. Reduces the circuit breaker capacity and the cooper conductors within the panels.
6. Increase the number of customers that can be connected to one transformer having the same current capacity.
7. Standardization of low voltage for all customer categories.
8. Standardization of equipment used in low voltage.
9. Reduce the amount of equipment inventory in service provider’s warehouses in different regions in the long run, owing to the standardization of equipment.
10. Standardization of procedures for training, installation and operation of distribution networks.

Third: Benefits to customers:
1. Avoids risks of plugging electrical appliances to the wrong voltage due to the existence of two different voltages.
2. Reduces the price of electrical appliances due to conformance of Saudi standard specifications with international standards.
3. Improves the performance efficiency of electrical appliances and increase their useful life as they are operated at their rated voltage.
4. Use of cheaper and smaller size distribution panel in buildings.
5. Use of electrical wires with smaller cross-sectional area which costs less, for the internal wirings of the building.
6. Lesser energy losses in electrical wiring lead to energy saving.
7. Standardization of electrical plugs and sockets in the facility.

Fourth: Benefits to factory owner and importer of appliances:
1. Creates export opportunities due to compatibility of electrical appliances specifications with international standards.
2. Allows ease of importing manufacturing equipment that are compliant with international standards and ease of exporting electrical appliances and equipment products.
3. Eliminates the operation of production lines operating on different voltage standards, but one production lines with a standard voltage to reduce costs. It facilitates the transfer of technology for the plant and lowers production costs which make it easier to sell at competitive prices both locally and abroad.
4. Cuts import cost as well as ease on re-export.

3Will this trend affect the existing homes?

Existing homes will not be affected now but will have to change the voltage 10 years after the issuance of a decision to shift to the international voltage in accordance with the voltage-change plan adopted by the Ministry of Water and Electricity. Its implementation will be supervised in cooperation with concerned authorities for electricity services to achieve the best interest of the customer and the electricity service provider.

4What about the new buildings in existing neighborhoods?

Only 220 volts will reach the new buildings in existing neighborhoods (between two electrified lines). The electrical wirings for these buildings shall be designed for operation on this voltage. This shall facilitate the change to 230 volts at the right time ( at the start of the final stage) while taking into account that all switches, circuit breaker and switches plugs (if any) are bipolar type separating electricity loads of the two lines together at the same time, and not only the separation of one line.

5Is it necessary to replace the existing electrical household appliances? What considerations
should be taken when buying household electrical appliances from now on?

Existing home residents are not required to change their current devices, but when you buy a new appliance, it must be suitable to operate on either or both voltages 127/220- volt and preferably on a single voltage (220) volts. Everyone shall avoid buying any device running on single-voltage 127 volts or 110 volts.

6Who will bear the cost of modifying the internal wiring in existing homes after ten years?

The facility owner will not bear the cost of modifying the internal wiring if electricity services had reached the facility before the issuance of the decision until 12/30/1432 AH. Saudi Electricity Company will assume the cost of modification for those who have been provided with electricity until this date and only during the implementation phase which will begin after 10 years from the date of the decision and shall last for 15 years.

7Who will modify the internal wirings in the existing buildings?

A company or specialized and qualified companies will modify the internal networks of existing buildings under the supervision of Saudi Electricity Company according to the change program.

8Does the new voltage 230/400 volts pose a danger to user safety?

There is no danger to user or tenant if he adheres to the requirements of safety and security in electrical wirings and the use of plugs and sockets that comply with the Saudi standard specifications.

9Is there a need to change the electric meter and meter breaker? If so, who will bear the costs?

All the required changes in the distribution network including changes in electrical meter and meter breaker, if required, Saudi Electricity Company will handle these changes and bear the costs.

10If an existing home is currently fed with voltage 127/220 volts, what are the actions that that
the occupant shall take to change to voltage 230/400 volts?

The occupant must not buy any additional device running on 127 volts, and if there is a need to replace a device having a single voltage 127 volts, replace it with a dual voltage 127/220 volts device. Yet, it is preferred that the replacement is a single-voltage 220 volts device to facilitate future transition to the international voltage 230 volts.

11What about the new schemes?

As regards the new schemes, the international voltage 230 volts will be delivered to homes and voltage 230/400 volts to factories and large commercial center.

12When building a new home in a residential area or in a new area, or setting up a factory
in a new industrial area or in an existing area, what is required?

All electrical wiring installations in new homes and facilities shall conform the new voltage standard, so that electricity can be delivered to these areas with this voltage.

13The existing plants are currently fed by the current industrial voltage 230/380 volts, will this be changed
to international voltage 230/400 volts?

The difference between the current industrial voltage 220/380 volts and the new international voltage 230/400 volts falls within the allowable voltage variation, and that the buildings and facilities that are fed by industrial voltage 220/380 volts will not be affected by the change to voltage 230/400 volts.

14What effect does changing to voltage 230/400 volts have on importing and manufacturing electrical devices
that run on voltage 127 volts and on dual voltage 127/220 volts?

Importation and manufacture of devices that operate on single-voltage 127 volts must immediately stop. On the other hand, the importation and manufacture of devices that operate on dual-voltage 127/220 volts may continue and bolster the importation and manufacture of devices that operate on voltage 230 volts.

15Will the change to new voltage bring about saving in construction costs?

Yes, the change in this case has economic and technical benefits. With this change, small size cables and distribution panels in the distribution network are used, and lower breaker capacity as well, which lead to save the wiring costs especially in homes and buildings.

16Will this change affect electricity consumption in homes and factories?

The energy consumption is calculated in kilowatt/hours, and will not be affected by the change of voltage.

17Does voltage change have any effect on frequency?

There is no effect on the frequency. The electrical network frequency in the kingdom is 60Hz and this will not change as a result of voltage change.

Supply the Contracts Activity

1How could we register our company / establishment / firm in Saudi Electricity Company?

You might access the Suppliers’ Registration through this link

Here​

2We are a registered supplier in SEC, how could we obtain an authorization for the presentation of our price offers through e-bidding?

You can contact supplier affairs administration through the e-mail prcvsdv@se.com.sa or by the telephone number +966 (11) 4619454 in order to get your user name and password. In addition you will receive an invitation through your e-mail registered with us includes a link for the tender and a link for submission of your price offer electronically.

3Is the registration through the company’s website considered as unified for all of the company wok sectors (areas)?

Yes and there will be a unified number for each supplier to deal with all company work areas.

4Can we submit all offers via e-bidding?

1.You will submit you offer through e-bidding when you receive an e-mail from SEC containing bid Inf. & link to quote.
2.You will submit you offer through Purchasing Division in certain Operating Area when you are invited through a fax message guiding you to the proper procedure.

Human Resources

1What are the required qualifications?

The required qualification for university graduates from Bachelors degree holders.

2When application starts and what is the deadline?

Application is open throughout the year for graduates of the specializations found on the website.

3What are desired specializations?

Required specializations are (electrical engineering, mechanical engineering, industrial engineering, electronical engineering, systems engineering, computer sciences, computer engineering, management information systems, business administration, marketing, accountancy, financial sciences).

4What are the required grades or averages?

The required grades and averages are Good and higher, for example, from 2.75/5 - - - - OR - - - - 2.3/4.

5What are accredited universities and required by the company?

The approved universities at the company are all Saudi universities in addition to the accredited and approved universities and degrees issued abroad by the Ministry of Higher Education in Riyadh.

6What are the application and employment procedures in the company?

The application are submitted through the company website www.se.com.sa.

7Is it possible to modify and update any data and experience at the site?

Yes, You may modify and update any data or expertise by following the steps on site.

8How is the applicant notified about his acceptance by the company?

The applicant is notified by phone, a SMS on mobile, or by an e-mail to his e-mail address.

9What is the experience type that the company requires?

The expertise required by the company is either in engineering, technical, or administrative so as to be relevant to the job applied for by the applicant.

10What are the documents required at the initial review and acceptance?

1. The original and a photocopy of the last qualification + original and a photocopy of the study transcript or academic record.
2. Original and a copy of all piratical experience and training courses.
3. Original and a copy of the certificate of good conduct and behavior.
4. Two photocopies of the civil status or national identity card.
5. Three color photographs size 6x8.
6. Original and a photocopy of experience certificate of the current job.
7. A photocopy of insurance card (if already a member).

11What are other application fields for other qualifications applicants?

Be announced annually by the HR management (employment) and Training Institutes for some training opportunities and jobs for the holders of other qualifications for a specific period that comes after the final tests for secondary education and diploma of each year. Application to and review of the details is possible through the company's website and local newspapers during the months of June and July of each year.

Website

1How to Use Our Website?

Click here to view step by step video tutorials

 

 

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