The Role of the Organization in serving the Consumer

Aligned with its responsibility for serving and protecting consumers, ensuring efficiency and enhancing the quality of electrical services, SERA has developed a well-balanced strategy, with ‘client centrality’ at the heart of its promising projects. In this context, SERA’s strategy integrates with the ‘Integrated Energy Strategy’ and aims to safeguard consumer rights and provide access to high-level quality electrical services. The strategy also aligns with the goals of Saudi Vision 2030 and the ‘Quality of Life’ program, focusing on improving the quality of service in Saudi cities.

SERA actively undertakes various initiatives to ensure consumer protection and service excellence. These initiatives start at the stage of service request; they encompass procedures for obtaining services, collecting consumption fees, ensuring service sustainability; and end with promptly receiving, analyzing, and processing consumer complains.

To safeguard consumers rights, should they be dissatisfied with any aspect of the service, consumers should follow these steps:

1. They should familiarize themselves with the rights and duties of electricity service provision through the guides approved by SERA, such as the Electricity Service Provision Guide and the Guaranteed Standards Guide that are published on SERA’s website.

2.Contact the service provider and submit a complaint.

3. If the consumer is not happy with the outcome of the complaint by the service provider, the consumer may submit their complaint to SERA