Customer Charter

The Saudi Electricity Regulatory Authority’s online portal serves as a primary channel for interaction with beneficiaries of the Authority’s services, offering easy access to all information and services related to the regulation of the electricity sector. Through this portal, the Authority aims to provide an outstanding user experience that delivers mutual benefits, with an emphasis on transparency and efficiency in service delivery.

1. Commitments of the Saudi Electricity Regulatory Authority

Based on its objectives and strategic vision, the Authority is committed to delivering innovative and comprehensive digital services through its online portal. This charter outlines the Authority’s commitments to beneficiaries to ensure the highest level of service and maximize the benefits provided.

Assistance and Support
The Authority’s portal provides assistance and support to beneficiaries, addressing the needs of a wide range of visitors by offering clear and accessible content, multimedia resources, detailed information, and links to support channels such as: Frequently Asked Questions, Accessibility, Communication Channels, Inquiries, and Complaints.

Privacy and Confidentiality of Information
The Authority places the utmost importance on safeguarding the privacy and confidentiality of beneficiary information. Privacy and confidentiality policies are an integral part of the portal’s terms of use. For more details, please visit the Privacy Policy page.

Communication and Engagement Mechanisms
The Authority is committed to responding to inquiries and suggestions received from beneficiaries through the “Contact Us” page or the “E-Services” page.

Service Level Agreement (SLA)
The Authority sets clear standards for the quality of services provided through the portal to ensure the highest levels of quality and efficiency. For more information, please visit the Service Level Agreement page.

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2. Responsibilities of Beneficiaries

To ensure optimal service delivery, beneficiaries are expected to uphold certain responsibilities, including:

• Adhering to the Terms of Use.

• Reviewing the Disclaimer Policy.

• Complying with the Privacy Policy.

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3. Adherence to Guidelines

Beneficiaries are responsible for reading, understanding, and complying with the guidelines published on the Authority’s portal.