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 Guaranteed Standards Manual

Publishing Date : 14/02/2017

​The Electricity and Cogeneration Regulatory Authority (ECRA) has finished reviewing the regulatory framework of the Key Performance Indicator (KPI) for electricity industry in the Kingdom of Saudi Arabia. This review aims to make improvements and adjustments in addition to cover new activities within that regulatory framework, such as:

- Performance indicators for the activity of desalinated water production and transfer.

- Performance indicators for health and safety. 
The revision came with the development of (Guaranteed Standards Manual for Consumer Services) which includes the following:
​Standard ​Guaranteed Standards​Limits and Compensation
​GS1 ​Time to Register and Supply – Existing ConnectionsFailure to meet the standard requires a payment of 75 SAR once the 5 working days are exceeded. Further compensation of 20 SAR will be required for each additional 5 working days without completion of the required services.

​GS2 Time to Supply – New Connections​Failure to meet the standard requires a payment of SAR 200 for residential sector once the guaranteed standards or the agreed period are exceeded. Additional compensation of SAR 200 will be required for each additional threshold period without completion of the required services.. For non-residential sectors a payment of SAR 400 once the guaranteed standards or the agreed period are exceeded. Additional compensation of SAR 400 will be required for each additional threshold period without completion of the required services.
​GS3 ​Time to Reconnect after PaymentsFailure to meet the standard requires a payment of SAR 75 once 3 hours for urban areas or 5 hours for semi-urban and rural areas are exceeded. Further compensation of SAR 75 will be required for each additional 3 hours for urban, semi-urban and rural without completion of the required services.​
GS4 ​Notification of Planned Interruption of SupplyFailure to meet the standard requires a payment of SAR 75 if the consumer has not been notified 2 calendar days prior to the interruption or was not notified at all.​
​GS5 ​Time to Resolve Billing Complaints​Failure to meet the standard requires a payment of SAR 75 once the 15 working days are exceeded. Further compensation of SAR 75 will be required for each additional 15 working days without completion of the required services.
​GS6 ​Supply Restoration – Normal Conditions​For residential consumers, failure to meet the standard requires a service provider a payment of SAR 75 once the 24 hours are exceeded. Further compensation of SAR 75 for each additional 12 hours.
For non-residential consumers, failure to meet the standard requires a service provider a payment of SAR 150 once the 24 hours are exceeded. Further compensation of SAR 75 for each additional 12 hours.

​GS7 ​Frequency of InterruptionsWhen a consumer experiences more than four interruptions, each of at least four hours duration within one Gregorian year the consumer is entitled for compensation of 200 SAR.​
All Guaranteed Standards will be applied from Jan 1, 2018 onwards. A consumer must lodge a claim within 30 working days from the date of the service provider failure to any guaranteed standards. The service provider will study the request and consider compensation if the request meets the manual provisions.​