Service Level Agreement
Explore the Service Level Agreement (SLA) established by SERA with its stakeholders, which defines quality standards and outlines service levels and durations to ensure an enhanced consumer experience with electrical services.
Service Level Agreement
The E-Services Level Agreement aims to clarify the level of services provided by the Saudi Electricity Regulatory Authority (SERA), and the rights and duties of both SERA and consumers regarding the services provided to them. This agreement is considered binding between SERA and anyone who engages with it. Therefore, once any of the services covered by this agreement is obtained, the recipients of those services are deemed to all the terms stated in this agreement.
SERA is committed to maintaining the privacy of consumer requests for services and ensures complete confidentiality. Furthermore, SERA makes every effort to provide high-quality services to consumers.
The following are the obligations of both SERA and consumers concerning the services provided:
Consumer right and duties:
•SERA is committed to providing its E-Services throughout the week, including holidays and vacations.
• Consumer requests are handled with fairness and confidentiality and will be responded to as necessary through the designated E-System, as well as via text message or email depending on the type of service and the individual’s needs.
• it is essential that the information provided for the service is accurate and in line with individual’s identity. Any inaccuracies or incorrect information may result in a breach of the service level agreement commitment due to the incorrect information provided.
• The consumer who uses the portal’s services is fully responsible for any content uploaded through the E-System or escalated to SERA.
Estimated Services Processing time
| Service Name | Execution Time |
| Complaints Services | 20 workdays |
| Channel | Channel Availability | Time of Response |
| E-Portal of The authority | 24/7 | Immediate |
|
Call Center (19944) |
24/7 | Immediate |
|
Email for inquiries and complaints ca@sera.gov.sa |
24/7 | 1 workday |
|
X Platform (@sera_care) |
24/7 | 30 Mints |
|
Video Call |
From Sunday to Thursday From 9:00 AM to 5:00 PM |
Immediate |
| Live Chat | 24/7 | Immediate |
Rights and duties of SERA:
• SERA is committed to promptly addressing complaints and inquiries and communicating with the individuals involved within the specified timeframe, which may vary depending on the nature of the case.
• SERA adheres to principles of fairness and privacy when handling consumer requests for its services.
• SERA is committed to resolving login issues or problems related to accessing any sections of the portal.
• SERA reserves the right to close incomplete complaints or cases in the event of non-compliance by the complainant, such as failure to provide required documents or information.
• SERA may temporarily disable certain E-service or system for maintenance, development, or other reasons
• Visitors to the SERA portal are strictly prohibited from engaging in activities that could harm or compromise its content.
• Visitors to the SERA portal are encouraged to report any deficiencies or errors they encourage to help improve the portal’s content.
• Applicants are fully responsible for their choices and must adhere to the regulations governing the services provided by SERA.
Help and Support
The portal features a dedicated section aimed at assisting and supporting all beneficiaries of the services provided. This section offers multiple communication channels, as described above, to cater to the diverse needs of visitors to the Saudi Electricity Regulatory Authority’s portal. It aims to provide comprehensive assistance to a wide range of beneficiaries. SERA is committed to actively engaging with and responding to inquiries received through the Contact Us page.