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CHAP
TER
ARTICLE CONTENT PAGE
NUMBER
1ST Definitions and Terminology
1 Definitions and Terminology 6
2ND General Regulations
2 General Regulations 12
3RD Regulations and Procedures for the Permanent and Temporary Electricity Service connection
3 General Rules 15
4 Private Plots 16
5 Electrification of Villages and Rural Areas; 17
6 Residential Facilities That Do Not Have Legal Deeds or Valid Documents 17
7 Customer Loads Calculation. 17
8 Determination of number of Customer Meters 18
9 Sub-meters 20
10 Requirements for a New Electricity Service Connection 21
11 Connection Regulations according to Load levels 21
12 Electricity Service Connection for Minor Loads Without a Meter 26
13 Temporary Electricity Service Connection 26
4TH Regulations and Procedures for Electricity Service Modification
14 Addition of New Load 28
15 Load Increase 28
16 Load reduction 29
17 Merging Loads 29
18 Load Splitting 29
19 Meter Replacement of Similar rating 30
20 Meter Relocation 30
21 Changing the Electricity Service Voltage 30
5TH Regulations for Disconnecting and Reconnecting Electricity Service and Cancellation
22 Electricity Service Disconnection and Reconnection Due to Non – Payment 32
23 Electricity Service Disconnection due to other Reasons not Related to Payment 34
24 Electricity Service Disconnection for Places of Critical Loads 37
25 Cancellation of Electricity Service 38
26 Maintaining a Meter Until Renovation and Reconstruction works are Complete 38
6TH Regulations for Applying the Consumption Tariff
27 Residential Tariff 40
28 Commercial Tariff 40
29 Governmental Tariff 41
30 Industrial Tariff 41
31 Agricultural Tariff 42
32 Consumption Tariff for Saline Water Conversion Corporation Pumping Stations 42
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7TH Regulations for the Calculation of Consumption and Billing
33 Service Provider’s Responsibility for Consumption Calculation Accuracy 44
34 Determination of Consumption Category 44
35 Consumption Insurance for Temporary Service 45
36 Consumption Calculation and Bills Issue 45
37 Meter Reading Impediments 47
38 Consumption Merging and Splitting 48
39 Sub-meter Consumption Calculation 49
40 Dealing with Errors in the Calculation of Consumption and Billing 49
41 Meter Reading Omission by the Service Provider and Collecting Payment of Consumption 51
42 Faults due to Illegal Connections or Meter Tampering 51
43 Handling customer Complaints for Incorrect Consumption Billing 52
8TH Regulation of Electricity Networks Displacement
44 General Rules 56
45 Clearances 56
46 Displacement Cases 56
47 Displacement Impracticality 57
48 Displacement based on Customer Request 57
49 Documentation required to Study Displacement Request 57
50 Execution Period for Distribution Network Displacement 58
51 Displacement Requests Records 58
9TH Service Regulations and Procedures for Customers with Critical Electricity Loads
52 Definition of Customers with Critical Electricity Loads 60
53 General Regulations for Service of Customers with Critical Electricity Loads 60
54 Procedures carried out by the Service Provider for Customers with Critical Electricity Loads 61
55 Reliability of Electricity Service for Customers with Critical Electricity Loads 61
56 Addressing Customer, with critical Electricity Loads, hardship for Bills Payments 61
Conclusion 63
Appendices
1 Document Directory for the Guide 65
2 Approved Consumption Tariff 66
3 Approved Fees for Electricity Service Connection 67
4 Guidance Tables for Loads Calculations 68
5 Service Fees 73
6 Electricity Service Requirements 75
7 Communication and Notification Channels with Customers 80
8 Illustrations 81
9 Classification of Customers Facilities According to Usage category 84
10 Meter Inspection and Calibration 86
11 Clearances and Network Displacement 87
12 Agreement Form for Electricity Service connection on Distribution Voltage Level 89
13 Agreement Form for Electricity Service Consumption on Distribution Voltage Level 96
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Introduction:
The main objective of the Electricity and Cogeneration Regulatory Authority is to ensure that
the supply of electricity and desalinated water is safe; of high quality; reliable and at
economically reasonable prices. To achieve this objective, the Authority is responsible for
establishing a regulatory framework for the electricity industry that is transparent, stable and
unbiased. This guide is the "Electricity Service Guide" which regulates the relationship between
the Customer and the electricity service provider and regulates the procedures for providing
services to recipients in all sectors, and is considered as one of the most important pillars of
regulatory frameworks established by the Authority. The Authority has strived to ensure that
the guide contains a summary of the practical lessons learned from the implementation of the
guide in its previous revisions and the results of the statistical and field studies of complaints
and suggestions of both customer and service providers, in addition to the best global and
regional practices recommended by the consultancy studies carried out by the Authority. The
preparation of this guide is a balance between customer rights and the interests of service
providers in order to achieve the highest level of public benefit in line with the requirements of
Electricity industry development plan.
The updated version of the guide has been issued in nine chapters and a number of appendices
detailing the aspects of the provision of electricity service to all Customers Sectors. It covers all
the stages, from the very beginning of the service request until implementation, passing through
the aspects of the service during the application period in terms of tariff and consumption
calculation .
Goal:
The purpose of this guide, is to regulate the relationship between the Customer and service
provider, and to organize the procedures related to providing services to recipients of all
sectors, in a manner that achieves a comprehensive balance between the interests of both the
Customer and service provider.
Scope:
This guide regulates the process of providing electricity services at various stages and regulates
the relationship between the electricity service provider and the customer or those affected.
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References:
1. The Electricity Law issued by the Royal Decree No. (M / 56) dated 20/10/1426 H.,
and its amendment issued by the Royal Decree No. (M / 45) dated 06/07 / 1432H,
and any amendments thereto.
2. The Law of expropriation of real estate for public interest and the temporary seizure
of property issued by Royal Decree No. (M / 15) dated 11/03/1424 H.
3. The implementing regulations of the Electricity Law Related to the Duties of the
Authority issued by the Board of Directors Resolution of the Authority, No. 3/11/27,
dated 15/04/1427 H.
4. The implementing regulations of the Law for expropriation of real estate for public
interest and the temporary seizure of the real estate issued by the Ministers
Council - decision No. (54), dated 11/02/1437 H.
5. Regulations for controlling Rules of costs estimation for damage repair and
compensation, and to determine penalties for violations on service provider
facilities approved via ministerial decision by Water and Electricity Minister No.
(886/1) dated 02/11/1433 H.
6. The Saudi Arabian Grid Code issued by the Board of Directors resolution of the
Authority No. (3/16/28) dated 01/06/1428 H.
7. Distribution code issued by the Board of Directors decision of the Authority No.
(4/18/29), dated 02/05/1429.
8. Tariff Resolutions:
8.1 Ministers Council Resolution No. (169) dated 11/08/1419 AH and the amendments
thereto pursuant to the Ministers Council Resolution No. (170) dated 12/07/1421H.
8.4 Authority Board of Directors’ Resolution No. (3/28/34) dated 24/01/ 1434H.
8.5 Decision of His Excellency the Authority Governor number (58) dated 10/08/1432H.
8.6 Decision of His Excellency the Authority Governor No. (50), dated 12/03/1435H.
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Chapter: 1
Definitions and Terminology
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Definitions and terminology
Item (1): Definitions and Terminology:
1.1 The terms and phrases defined in the Implementing Regulations related to the Electricity
Law and the roles of the Authority (and not defined in this guide) shall have the same
meanings in this Guide unless otherwise indicated by the context.
1.2 The following terms and phrases shall comprise the intended meanings given to each one of
them when used in this guide unless otherwise indicated by the context.
1.3 The following abbreviations shall have the meanings given to each of them when used in this
guide unless otherwise indicated by the context:
Ministry:
Ministry of Energy, Industry and Mineral Resources.
Authority:
Electricity and Cogeneration Regulatory Authority.
Guide:
This guide, entitled "Electricity Service Guide"
Distribution Network:
Consists of underground cables and overhead lines on distribution voltages, substations,
equipment and associated meters.
Transmission Network:
Consists of underground cables and overhead lines on transmission voltages, substations,
equipment and associated meters.
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Areas Slated for development:
The areas within the current stage of urban development in accordance to Ministers Council
Resolution No. (157) dated 11/5/1428 H related to the rules of determining the urban range,
the plans of which are approved by the municipalities or by the concerned authority.
Public Plots:
The Plots approved by the municipalities and the distribution of their lands, either awarded or
procured, regardless of its location from the phases of the urban scope, and requires that the
entire Plot is not owned by one party when the request for an electricity service connection (is
made).
Private Plots:
Approved Plots that are owned by a specific investor or investors.
Grid Boundary:
The surrounding area within the distance of one thousand (1000) meters from the existing
medium voltage grid based on the approved routes.
Standard voltage:
The specified voltage for electricity power transmission and distribution according to what is
approved in Grid and distribution codes.
Pre-dominant Voltage:
Standard voltage used by the service provider at the location of the electricity service
connection request.
Temporary Service:
Connection of electricity service for a limited period for construction (sites) or events purposes.
A Facility:
A separate building or facility licensed by the concerned authority.
An independent Unit:
A separated internal component of the building in accordance to the provisions of Article 8 of
this guide.
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Service Meter:
The meter which measures common loads consumption serving more than one customer in one
facility such as fence lighting , stairs, roof, garden, water pump, swimming pool, elevator, guard
room, appendices and inner corridors of residential and commercial complexes.
Service Provider:
Any person holding a valid license issued by the Authority authorizing him to perform any
electricity-related works.
Applicant:
The individual person or of corporate status who submits an application for an electricity service
connection for the facility or separated unit that he owns or to make any modifications to the
service after the connection.
Consumer:
Every person who is provided with an electricity service for their own consumption.
Connection Agreement:
It is an agreement signed between the service provider and the customer, specifying the terms
and conditions of the electricity service connection.
Consumption Agreement:
An agreement signed between the service provider and the customer specifying the conditions
for the provision of the electricity service.
Tariff:
An approved fee for the provision of a service or commodity within any given electricity service.
Consumption Tariff:
The approved charges for electricity consumption as explained in Appendix 2 and any
amendments that might occur thereafter.
Connection Fee:
An approved fee for providing electricity service connection for the customer as explained in
Appendix 3 and any amendments that may occur thereafter.
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Grid code:
Saudi Arabian Code for Transmission system issued by the Board of Directors decision No.
(3/16/28) dated 01/06/1428 H and any subsequent amendments.
Transmission Substation:
A Substation that transforms the transmission voltage to another transmission voltage or to a
medium voltage.
Distribution SubStation:
A substation which transforms the medium voltage to the low voltage.
Customer Substation:
A substation that transforms the voltage at the connection point to the required voltage by the
customer, which serves the customer loads firstly and is located on his property.
Clearances:
The distance between conductors and the ground or buildings or other facilities, and represents
minimum safety requirements when establishing transmission and distribution networks.
Law of Expropriation:
The Law of expropriation of real estate for the public interest and temporary seizure of the
property issued by Royal Decree No. (M / 15) dated 11/03/1424 H.
Substation:
This either refers to the transmission substation or the distribution substation according to the
context.
Working Day:
Any day in which the service providers offices are open in an official capacity to carry out their
work.
Guaranteed Standards:
These are the minimum level of electricity service that the service provider must comply with. In
the event that standards fall below that, then the service provider must compensate the
affected customer in accordance with the guaranteed standards guide as approved by the
Authority.
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Chapter: 2
General Regulations
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Item 2: General Regulations:
2.1 The Authority is the final reference point for the explanation or interpretation of any text or
clauses in this guide, or if there is any inconsistencies (actual or perceived) between the
guide and any other regulatory documents.
2.2 It is incumbent on the service provider to comply with all the applicable rules and regulations
and the approved technical codes and standards. The service provider is not required to
retroactively apply modifications to its network except in respects to safety or environmental
protection modifications, and the Authority has the final decision regarding the mandatory
modifications .
2.3 The Service Provider is not allowed to place its network or part of it within public or private
ownership boundary before satisfying the legal requirements and documents, and the
service provider must comply with all conditions that are issued by the licensing entity to
establish the network.
2.4 The service provider must guarantee all the Applicant and Customer rights mentioned in this
guide and the relevant laws and regulations, the most important of which is the right to
obtain the service and to provide information about his subscription in it according to the
provisions of this guide.
2.5 The Applicant and the Customer are obliged to abide by this guide’s provisions of relevant
laws and regulations, not causing harm to the interests of the service provider, the most
important of which is paying any outstanding dues, and not to misuse the service provider
facilities or any part of its network/equipment.
2.6 The Service Provider has the right to take any legal action such as disconnection or
withholding the service in order to deal with circumstances that may affect service provision
or affect network reliability and safety in accordance with the provisions of the Electricity
Law provisions ; its implementing regulations; this guide and any rules and procedures issued
in this regard.
2.7 The Service Provider has the right to exercise the right to remove any causes of damage to its
network in the event that the offender is unable to do so. The costs incurred shall be paid by
the offender in accordance with the provisions of this guide and the regulations for the
Protection of Service Providers’ Facilities.
2.8 The service provider must assign qualified personnel to handle Customer complaints in each
service office, assigning them to receive complaints and find solutions, with the number of
staff and those that are affiliated to the office commensurate with the number of Customers.
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2.9 The service provider must place a notice in a conspicuous place in the service offices showing
the procedures for handling customer complaints. The Applicant or Customer shall have the
right to file his complaint to the Authority if he is not satisfied with the outcome of the
complaint from the service provider.
2.10 In the event of a complaint or dispute in any matter relating to this guide or its
implementation, or any aspect related to the provision of the electricity service, the
Applicant or Customer has the right to file a complaint, in accordance with the Customer
Complaints Process adopted by the Authority, which is posted on the their official website.
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Chapter: 3
Regulations and Procedures for the
Permanent and Temporary Electricity
Service connection
General Rules
Private Plots
Electrification of Villages, Rural and Areas
Residential Facilities That Do Not Have Legal Deeds or Valid
Documents
Customer Loads Calculation.
Determination of number of Customer Meters
Sub-meters
Requirements for a New Electricity Service Connection
Connection Regulations according to Loads levels
Electricity Service Connection for Minor Loads Without a Meter
Temporary Electricity Service Connection
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Regulations and Procedures for the Permanent
and Temporary Electricity Service connection
Introduction:
This chapter deals with the regulations and procedures for the connection of electricity services
for private plots, electrification of villages; rural, residential areas, and the connection of
permanent or temporary electricity services to facilities. This chapter also deals with the basis of
load calculation, the number of meters, service connection requirements and Connection
Regulations according to level of load.
Item 3: General Rules:
3.1.1. If the Applicant’s location locates within an area has a ring network planning method,
the service provider will be responsible for connecting the service to the Applicant in
accordance with the ring network system.
3.1.2. If the customer’s location is located within an area has a radial network planning
method and the Applicant wishes to obtain ring network method of connection to his
facilities , then he should incur the costs of the other source.
1
The ring and radial systems are explained in plan 1 found in Appendix 8.
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Item (4): Private Plots:
If the plot owner wishes to get electricity service connection to the plot, , he should coordinate
with the service provider to conclude a special agreement according to the following rules: -
4.1 The service provider should, in agreement with the owner, designate the sites and areas
necessary to accommodate the distribution substations which should be emptied or set
aside in order to be received by the service provider.
4.2 The owner will pay for the supply, construction of medium voltage networks and distribution
substations within the plot boundaries in compliance with the specifications set forth by the
service provider under its supervision by a pre-qualified contractor and approved by service
provider.
4.3 The service provider should, in agreement with the owner, designate the sites and areas
necessary to accommodate the transmission substations and main distribution substations
if the service connection requires such for the plot area, and will be emptied in favour of the
service provider under the expropriation regulations.
4.4 If the private plot is located within the areas slated (for development), the service provider
will incur the construction costs of a new connection line to the network, also should incur
the supply and construction costs of a transmission or distribution substations and should
be responsible for its operation and maintenance.
4.5 If the plot is located in areas not slated (for development), the supply and construction costs
of transmission or main distribution substation, if required, and connection to the service
provider's network will be as follows:
4.5.1 If the distance between the beginning of the plot and the nearest substation
(depending on the approved routes) does not exceed 10 km on voltage of (13.8 kV) or
30 km on voltage of (33 kV), the service provider should incur the construction cost of
a new transmission or main distribution substation and the connection to the network.
The plot owner should incur the costs of connecting the plot’s medium voltage network
up till the new transmission or main distribution substation.
4.5.2 If the distance between the beginning of the plot and the nearest substation
(depending on the approved routes) exceeds 10 km on voltage of (13.8 kV) or 30 km on
voltage of (33 kV), the owner should incur the construction cost of a new transmission
or main distribution substation located within the plot and the connection cost to the
service provider's network.
4.6 All constructed networks and substations that are funded by the plot owner will be owned
by the service provider and the service provider will be responsible for its operation and
maintenance. The service provider will be entitled to use it to supply any other customer
outside the plot area, while ensure providing the plot with the priority for network and
substation future use those are funded by the plot owner.
4.7 The electricity service will not be provided for the plot until the conditions mentioned above
have been met.
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Item (5): Electrification of villages and rural areas:
The service provider should provide the electricity service connection to Applicant in all the
villages and rural areas within its concession area of its public network according to the
following conditions:
5.1 The village or rural area should be approved by the Ministry of Interior.
5.2 The village or rural areas should be approved under electrification plan provided by the
service provider and approved by the Ministry for that year.
Item (6): Residential Facilities That Do Not Have Legal Deeds or Valid Documents:
Residential facilities that do not have legal deeds or documents of ownership authorized by
the State, will get an electricity service connection in accordance with the regulations stated
in the Ministers’ Council Resolution No. (394) dated 15/10/1435 A, and any subsequent
regulatory decisions issued in this regard.2
2
The guide will be updated in order to include any subsequent decisions with this regard.
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7.3 Loads to which the guidance tables for loads calculations do not apply:
Facilities’ loads that guidance tables do not apply for calculating loads, should be determined
according to the load details submitted by the Applicant, taking into consideration, the
nature of their use. The service provider has the right to review them in accordance with the
approved planning standards. These facilities include, but not limited to, the following:
A) Buildings with areas that are outside the scope of the tables.
B) Industrial loads and workshops.
C) Fuel Filling stations.
D) Farms.
E) Warehouses.
F) Hospitals.
C) There are separate stairs (separated completely and not inside the hallway) in case of
multiple floors.
8.2 Commercial Facilities:
8.2.1 Shops and offices used by one party should be provided with meters according to the
construction permit even though some are open plan without separating. If the shops and
offices are used by one party, then their consumption is consolidated in one bill until they
are actually separated on site.
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8.2.2 in case of units that has more than one installed meter due to technical reasons and used
by a single Customer, the load will be accumulated and the consumption amount should be
based on the total consumption of all these meters. Also, one single bill should be issued
for the whole consumption of the meters.
8.2.3. A commercial facility in which there are more than one activities in one open place will be
considered as a single commercial unit and will be provided with only one meter. If,
however, there are separate shops that are not connected and have separate licenses
and do not share electricity services such as air conditioning and lighting, a separate
meter for each shop should be provided.
8.3 Appendices:
Are built with municipality permission on a land area or on buildings roofs as an addition to
residential or commercial facilities, and is not considered a separate Residential unit by itself,
but belongs to one or several units and therefore a separate meter is not provided. However,
if the municipality highlights a text in the construction permit or in a separate letter that
these appendices are residential units and they are in compliance with Residential unit
conditions, a separate meter should be provided.
8.6.2 It is not allowed to install more than one service meter for one single facility unless there
is a technical requirement for such, however, they should be incorporated in one bill.
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8.7 Determination of the number of Meters for a part of the facility
If an Applicant requests to supply a part of his facility, meters should be provided for that part
which requires service connection according to the following conditions:
8.7.1 The implemented facility part complies with the construction permit.
8.7.2 Never result in an obligation breach to secure a location for the transformer in case the
loads of the whole facility exceed (166 kVA) in accordance with the provisions of clause
11.1.6.
8.7.3 Never change of whether the units that require service connection will be considered as a
separate or combined group of units, this in purpose of calculating the dues against
service connection, in accordance with clauses 11.1.5 and 14.1.
Item (9): Sub-meters:
9.1 Each separate unit is provided with a separate meter according to the electricity service
connection regulations , then separate bills should be issued . For buildings and complexes
those are supplied from one main meter and it is not possible to segregate to separate
meters due to technical reasons, therefore it could be possible to issue a separate bills for
each sub-meters which have been installed by the Applicant or Customer based on an
agreement between the Applicant or Customer and the service provider, stating the
liability of each party according to the procedures and conditions of the connection
agreement.
9.1.1 Terms of Implementation:
A) If the request relates to a residence for governmental entity employees or others, an
official letter should be submitted by the entity to which the place of residence belongs
that includes entry approval for the service provider staff, its vehicles, equipment and
machinery all the times and disconnection of the electric service in case of Customers
non-payment.
B) There is a construction permit that indicates the number of units (residential or
commercial). In the case of old buildings, the number of units will be confirmed by a
letter from the municipality.
C) The meters must be installed in appropriate locations to allow meter readings and the
electric service to be disconnected.
D) Signing the connection agreement between the service provider and the owner, and a
consumption agreement between the service provider and the Customer.
E) All sub-meters should be inspected by the service provider at the expense of the owner
to ensure that they conform to the service provider meters standards .
9.1.2 The Applicant should be responsible for sub-meters maintenance if they are not owned by
the service provider, and the service provider may carry out the responsibility of
maintaining the sub-meters based on a special agreement with the Applicant.
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Item (10): Requirements for new electricity service connection:
10.1 Before applying for a construction permit, the Applicant should obtain a coordination
certificate issued by the service provider indicating the expected date of service connection
and electrical power needed ; the supply possibility and requirements , the electricity
services connection to new facilities should be performed in case that the requirements
contained in Table 1, Appendix No. (6), are met.
10.2 The service provider should connect the electricity service to the customer within thirty
(30) business days from the date of connection payment, as long as there are no
impediments due to reasons not related to the service provider.
10.3 The Service Provider has the right not to connect a new service to an Applicant in case of a
previous outstanding debt.
10.4 The Applicant should pay the connection fee within ninety (90) days from the date of
payment notification issued by the service provider. In case of non-payment during this
period, the service provider will be able to re-evaluate the study and to recalculate the
costs.
10.5 Meters should be installed for multiple units in accordance with the requirements in Table
5 of Appendix 6 of this guide.
11-1 Electricity services connection regulations for of facilities with a load not exceeding (4
MVA):
11.1.1 Electricity service should be connected for loads not exceeding 4 MVA on low
distribution voltage.
11.1.2 The Applicant should pay the connection fees only if the facility located within the
planned areas or within the network boundary.
11.1.3 If the facility to which the electricity service connection is required is located outside
the planned areas and outside the network boundary, the Applicant can choose one of
the following two options:
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A) To incur part of the line construction costs outside the network boundary as shown in
Table 1 of Appendix 5, in addition to the connection fee. The service provider will incur the
costs of supplying and installing transformers, a low voltage network, circuit breakers and
accessories, in addition to the line construction cost within the network boundary, and the
remaining line construction cost outside the network boundary.
B) To share with other Applicants the full costs of a medium voltage network installation
supplied from the nearest source of supply in addition to the connection fees. The cost of
supplying and installing transformers, a low voltage network, circuit breakers and
accessories will be borne by the service provider.
11.1.4 Additions beyond the network boundary referred to in item 11.1.3, partly or entirely
funded by the Applicant, will not be considered within the network boundary until three
calendar years have been elapsed after their commissioning and putting into service.
11.1.5 If the facility consists of 6 residential units or less, they are treated as separate units when
calculating the connection fees. For facilities that include more than 6 Residential units or
include any other non-residential unit (such as a shop or commercial office) that
connected to one supply point, they are treated as one unit when calculating the
payment for connection fees. While ensure that, the service meter should not be
counted against the number of units.
11.1.6 The Applicant should provide a dedicated area for the main distribution substation within
the facility perimeters to accommodate the transformers and the necessary equipment,
if the loads corresponding to the total facility constructed area (according to the
construction permit) exceeds 166 kVA, irrespective of the circuit breaker loads installed
by the service provider, and the distribution substation should conform to the following
requirements :
A) Be on a certified street.
B) Not exceed 20 m2 for each transformer.
C) To comply with the drawings and specifications approved by the service provider.
D) To obtain the municipality approval for the substation site .
The service provider should take into consideration supplying the facility from the existing
network without the need for a distribution substation, while the technical possibility is
available, in accordance with specific technical conditions prepared by the service provider and
approved by the Authority.
11.1.7. The service provider should pay the owner of the facility annual rent for the use of the
distribution substation located in his facilities to serve other customers in accordance
with the value specified in Table 2 of Appendix 5, and the owner will not be entitled to
the rent if he is the sole beneficiary of the substation’s power supply.
11.1.8. In case a connection for a low distribution voltage is requested other than the service
provider’s standard voltages, the connection regulations in the following item 11 (2) will
apply.
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11.2 Electricity Service Connection regulations for facilities with Loads between 4 MVA and 16
MVA:
11.2.1 The electricity service will be connected for loads greater than 4 MVA and does not
exceed 16 MVA on the distribution medium voltage.
11.2.2 The Applicant have the right to split the loads on the distribution low voltage for the
purpose of consumption measurement in a way that does not conflict with the
consumption tariff rules and decisions .
11.2.3 The Applicant will pay the connection fee for the power to be supplied on the
distribution medium voltage if the facility for which the electricity service is required, is
located within the planned areas or within the network boundary.
11.2.4 If the facility whose electricity service to be provided is located outside the planned areas
and outside the network boundary, the Applicant should incur part of the line
construction costs outside the network boundary as shown in Table 1 of Appendix 5, in
addition to the payment for connection fees for the already connected power on the
distribution medium voltage. The service provider will incur the line construction costs
within the network boundary as well as the remaining costs of the line outside the
network boundary.
11.2.5 Additions outside the network boundary in clause 11.2.4 should not be considered within
the network boundary until three calendar years have elapsed from the date of their
commissioning and putting into service.
11.2.6 The Applicant will install his own substation and should be held responsible for its
operation and maintenance.
11.2.7 Notwithstanding the provisions of clause 11.2.6 above, the service provider should
operate and maintain the substation of the Applicant if the following conditions are met:
11.2.7.1 The substation complies with the service provider network standard and
specifications where execution should be under the service provider
supervision and by one of the approved contractor.
11.2.7.2 ownership transfer of substation equipment to the service provider is
completed.
11.2.7.3 Equipment are located on the external boundaries of the facility and the service
provider has free access to them.
Otherwise, they are owned by the Applicant who is responsible for their operation and
maintenance.
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11.2.8 In case a connection is required on distribution medium voltage other than the standard
voltages of the service provider or if the technical requirement requires a connection to
be on one of the transmission voltages, in which case, the connection regulations in
subsequent clause 11.4 will apply.
11.3 Electricity service connection Regulations for of loads exceeding 16 MVA and not
exceeding 25 MVA:
11.3.1 The electricity service should be connected to loads greater than 16 MVA and not
exceeding 25 MVA on the distribution medium voltage.
11.3.2 The Applicant has the right to split the loads on the distribution low voltage for the
purpose of consumption measurement in a way that does not contradict with the rules
and decisions related to the consumption tariff.
11.3.3 The Applicant should incur the connection fees for the supplied power already connected
to the distribution medium voltage plus the connection costs, will be at the nearest
appropriate point in the network (specified by the service provider) starting from feeder
breaker in the substation , and the ownership of the cables and lines connection to the
network related to service provider and he is the sole responsible of operation and
maintenance..
11.3.4 The Applicant should install his own substation and should be responsible for its
operation and maintenance.
11.3.5 Notwithstanding the provisions of clause 11.3.4 above, the service provider should
operate and maintain the substation of the Applicant if the following conditions are met:
11.3.5.2 substation is located on the external boundaries of the facility and allowing the
service provider free access to it.
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11.3.7. Where a connection is required on a distribution medium voltage other than the
standard voltages of the service provider, or if technical requirements require the
connection on one of the transmission voltages, then the connection regulations
contained in the following clause 11.4 should apply.
11.4 Electricity service connection regulations for loads exceeding (25 MVA):
11.4.1 The electricity service should be connected to loads greater than 25 MVA and not
exceeding 120 MVA on the transmission high voltage.
11.4.2. The electricity service should be connected to loads exceeding 120 MVA on the
transmission high voltage or extra high voltage.
11.4.3 The Applicant have the right to split the loads on the distribution voltages for the
purpose of consumption measurements , in a way that does not contradict the
rules and decisions related to the consumption tariff.
11.4.4 The Applicant should incur the connection fees for the supplied power over the
transmission voltage in addition to the connection fees to the nearest appropriate point in
the network (as specified by the service provider) starting from the feeder breaker in the
substation . In case of an objection from the Applicant about the point of connection to
the network which has been specified by the service provider, the Authority will decide
about this issue, and ownership of the cables and lines connection to the network will
belong to the service provider, and it should be responsible for their operation and
maintenance.
11.4.5 The Applicant should build his own substation and will be responsible for its operation
and maintenance.
11.4.6 Notwithstanding the provisions of clause 11.4.5 above, the service provider will operate
and maintain the Applicant substation if the following conditions are met:
11.4.6.1 Splitting the customer's load over the distribution voltages for the purpose of
consumption measurement.
11.4.6.2 Substation complies with the service provider's network standard and
specifications.
11.4.6.3 Enabling the service provider a free access to the substation
11.4.6.4 Ownership transfer of substation equipment to the service provider, If the
Applicant wishes to retain the substation ownership , he will pay the service
provider an annual financial amount equivalent to 2.5% of the total substation
capital value , provided that this rate is adjusted according to the annual rate of
inflation once approved by the Authority.
11.4.7 It is allowed for the service provider to share with the Applicant, the Applicant substation
cost and the lines connection to the network proportional to the additional supplied
power that the service provider wishes to add to enable it to serve other customers.
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Item (12): Electricity Services Connection for minor loads without a Meter:
12.1 The electricity service should be connected to small and fixed site (units) that do not exceed
4 kVA from the nearest available source of supply related to the service provider without
the need to install a meter, including for example small billboards, telephone booths, self-
service machines, ATMs or otherwise if the requirements in Table 1 of Appendix 6 are
satisfied.
12-2. Electricityservice connection fees for small loads without a meter:
The electricity service connection fees charge for small loads without a meter will be calculated
according to the breakers load and rating to be installed.
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Chapter: 4
Regulations and Procedures for
Electricity Service Modification
Addition of New Load
Load Increase
Load reduction
Merging Loads
Load Splitting
Meter Replacement of Similar rating
Meter Relocation
Changing the electricity Service Voltage
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Regulations and Procedures for Electricity
Service Modification
Introduction:
This chapter deals with the regulations and procedures for the electricity service modifications
such as requests for new loads, addition, increase; reduction; combining or splitting of the loads
already connected, in addition to requests for relocating, change of meters or requests to
change the service voltage .
Item (14): Addition of New load:
To connect an electricity service to additional constructed areas with a municipality permit as
separate units when the requirements are met, as set out in table (3) of Appendix 6, taking into
consideration the provisions of item (11.1-6) of Chapter 3 for cases in which the total previous
loads and new loads to be added to the facility exceeds (166 kVA).
14.1 Connection Fees for Load Addition Requests:
If the electricity service is connected to the Applicant and then he submits a new additional
loads request within a period not exceeding two years (Gregorian) from the date of the last
addition of the loads connected to the distribution low voltage and not more than five
Gregorian calendar years for the loads connected to the distribution medium voltage or
transmission voltage, then the connection fee is would be considered to be a single unified
request for connection. In case of additional loads request after two (Gregorian) years have
elapsed from the last date of the additional connected loads to the distribution low
voltage, or more than five Gregorian years have elapsed for the loads connected to the
distribution medium voltage, or transmission voltage, then it will be considered as a new
connection request.
Item (15): Loads Increase:
To increase the power allocated to an existing unit based on the need of the Applicant due to
the increase in the actual loads of the facility or the addition of constructions that do not meet
the requirements of the separate units, if the requirements in Table 3 of Appendix 6 are
satisfied, Taking into account the provisions of item 11.1.6 of Chapter 3 for cases in which the
total facility loads exceeds (166 kVA).
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Item (16): Load Reduction:
It is the reduction of the loads that is specific to the allocated unit based on the Applicant needs
offset by the actual facility loads reduction or implementing energy savings efficient application
or load shift , after the conditions are met that have been set out in table number 3, Appendix 6.
16.1 Load Reduction Request fees
Once the service is connected for the Applicant, and he applies for a facility loads reduction,
the service should be modified according to the new load and no new connection fee has to
be paid for the new connection, but the actual costs related to the load reduction process is
payable, without refunding the connection fee that has already been paid previously.
Item (17): Merging Loads:
Is to combine a number of meters into one meter, whether it is done with increasing the loads
or not after the requirements are met that have been set out in table number (3) of Appendix 6.
17.1 Connection Fees for Merging (Load):
17.1.1 If the Applicant submits a request to merge all prior loads without increasing the
loads, then only the actual costs incurred will be that of the actual cost related to
the process of merging.
17.1.2 If the Applicant submits a request to combine all previous loads which necessitates
extra loads, then the connection fees will be for the new load , and the previous
load connection fee should be deducted taking into consideration Provisions of
clause 11.1.6 of the Chapter 3 for the cases that the facility loads exceed (166 kVA)
after merging.
Item (18): Loads Splitting:
It is the splitting of the current electric power allocated to the existing unit using the areas
criteria based on new several units after the requirements are met that have been set out in
table (3) of Appendix 6.
18.1 Connection Fee for Split Requests:
18.1.1 If the Applicant submits a request to split prior loads, without increasing the loads,
then the actual costs incurred will be that of the actual cost related to the process of
splitting only.
18.1.2 If the Applicant submits a request to split prior loads, which necessitates extra loads,
then the cost incurred will be in accordance to the provisions of clause (14-1) of this
chapter, and taken into consideration the provisions of items (11.1.5) and (6.1.11)
from Chapter 3.
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Item (19): Meter Replacement of Similar Rating.
An installed meter is replaced with a new one that has a similar rating and the cost of the new
meter and the process of replacing should be paid by the Applicant, if the replacement is carried
out at his request, and the previous meter is working properly by virtue of an inspection. If the
meter is not working properly, for reasons that do not involve the Applicant, then the service
provider will incur the full cost of replacement.
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Chapter: 5
Regulations for Disconnecting and
Reconnecting Electricity Service and
Cancellation
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Regulations for Disconnecting and Reconnecting
Electricity Service and Cancellation
Introduction:
This chapter deals with case scenarios and regulations that allows the service provider, licensed
to distribute and sell retail, to disconnect the electricity service from any Customer, and the
procedures to be followed. This chapter also addresses the permanent and temporary
disconnection of the electrical service as well as the continuation of the service until completion
of construction or restoration work.
Item (22): Electricity Service Disconnection and Reconnection Due to Non – Payment
22.1 Electricity Service Disconnection Due to Non – Payment:
The service provider may disconnect the electricity service from any Customer for not
paying a consumption bill after taking the following measures:
A) The service provider shall notify the Customer through the ways of notification and
awareness to the customers as mentioned in Appendix 7 before the start of the
disconnection of the service by a period of no less than thirty (30) days (official state
holidays are not counted within this period) The previous outstanding balance is SR
1,000 or there has been no payment for three consecutive months, whichever occurs
first.
B) The period of the warning for non-payment mentioned in item (a) above shall
commence from the 28th of the Gregorian month following the expiry of the period
specified for payment of the previous bill is due.
C) If the customer fails to pay the arrears before the expiration of the warning period
referred to in item (a) above, the service provider shall give the customer a final
warning about the service disconnection four (4) days from the date specified for
disconnection through the ways of notification and awareness of customers contained
in the Appendix 7.
D) In the event of the expiration of the warning period and non-payment, the service
provider may disconnect the electricity service on the day specified for that
disconnection and mentioned in the bill.
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22.2 Cases and Situations in which the electricity services Disconnection is prohibited due to
non-payment:
It is prohibited for the service provider to disconnect the electricity service from any customer
who has defaulted in payment during the following situations and cases:
A) During exam times for public schools only for residential consumption category.
B) After 12 o’clock noon.
C) Outside the official working hours of the service provider.
D) The holy month of Ramadan only for residential consumption category.
E) If there is a formal complaint related to the bill, and it has not been resolved.
F) If there is any person in the customer facility to whom the definition of those who are in
dire need of electricity applies in accordance with the "Rules and Procedures for Service of
Persons with Extreme electricity Needs" detailed in Chapter 9 of this guide.
G) If the customer outstanding amount to the service provider is not related to the electricity
consumption from the meter in question, so as not to contradict with the provisions of
clause 22.4 of this chapter.
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Item (23): Electricity Service Disconnection due to other Reasons not related to Payment:
Subject to the provisions of Chapter 9 and Item 24 of this Chapter, the service provider may
disconnect the electricity service from any customer for other reasons not related to payment in
the following cases:
23.1 The Electricity Service Disconnection at the request of an Official Concerned Authority:
The service provider shall disconnect the electricity service from any customer according to a
executable decision or the request of the administrative governor, according to the following
procedures:
A) There is a letter from the concerned official authority asking the service provider to
disconnect the electricity service from the customer explaining the reason behind the
service disconnection, the customer name and account or subscription number.
B) The service provider shall be entitled to collect the disconnection and reconnection fee for
the electricity service, as shown in Table 2 of Appendix5.
C) As long as the situation does not require or the letter does not include the disconnection
of the electricity service of the customer immediately, the service provider shall issue a
letter to the customer explaining the reasons for service disconnection as mentioned by
the concerned official authority to disconnect the service. A grace period of one week
shall be given from the date of the letter sent to him prior to the service disconnection
unless he produces a letter from the concerned official authority not to disconnect his
service.
D) The electricity service shall be restored based on a letter from the concerned official
Authority that requested the disconnection of the service.
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23.3 Electricity service Disconnection to avoid potential hazards or damage:
The service provider should disconnect the electricity service from any facility in the following
cases:
23-3- 1 If the facility does not meet the safety requirements according to a formal notice
from the General Directorate of Civil Defence.
23.3.2 If the continuation of the electricity service poses a threat to the life of individuals
or subject them to (possible) injuries or damage to property, the service provider
will act expeditiously to remove the causes of the hazard.
The service provider may not collect a fee for the disconnection and reconnection of the service
in the two cases mentioned above.
23.4 Electricity Service Disconnection due to planned scheduled maintenance or connection of
a new customer:
The Service Provider may temporarily disconnect the electricity service of any customer for the
purpose of scheduled maintenance or a connection of a new electricity service request to other
facilities. In this case, the service provider shall notify all customers affected by the planned cuts
according to the period specified in the distribution code (5 days) through the ways of
notification and awareness to customers contained in Appendix7, provided that the notice
includes the approximate date of service restoration.
23-5 Electricity service Disconnection due to tampering of the meter:
23.5.1 If the Service Provider detects any tampering with the power consumption meter, the
following actions will be taken:
a) The service provider shall determine the violation, and the violator’s signature on the
official report and an up-to-date data form to be completed. He shall be given a
period of seven (7) working days to visit one of the service provider's offices and
settle the amount owed due to the violation.
b) If the violator signature on the official report is unattainable , the service provider will
place a sticker on the meter or the entrance of the facility stating that: meter has
been tampered so please urgently visit any of the service providers’ offices within 20
days , official report to be signed and an up-to-date data form to be filled in.
c) Without prejudice to the provisions of item 22 (2) of this Chapter, if the violator fails
to visit the service provider's office within the period specified in item (b) above, his
electricity service will be disconnected.
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d) After the customer signs the official report and an up to date data form, the service
should be reconnected , the violator will be asked to pay the lost consumption
amount during the period of tampering , and he will be informed of his right to refer
the claim to the Authority for settlement.
f) e) The service provider should not be entitled to disconnect the electric service from
the violator, if the violation has been referred to the Authority until it is resolved.If
the violator unlawfully reconnects the service to the meter after being disconnected
by the service provider, it should be immediately disconnected again. The tampering
case should be established according to the statutory procedures in accordance with
service providers facilities protection regulations and the resulting procedures
approved by the Authority.
23.5.2 The connection of electricity to any other person, or a connection before a meter or the
illegal reconnection of the electricity service after being disconnected by the service
provider are considered as meter tampering .
23.5.3 In all cases, the violation shall be referred to the Authority for a decision on the fine and
acquire its value in favour of the Authority.
The service provider may disconnect the electricity service from any customer in case of an
impediment, that the customer is responsible for, which prevents the service provider from
taking the reading at the specified time, then the service is disconnected in this case according
to the following procedures:
A) The service provider should notify the customer by the ways of notification and
awareness to the customers mentioned in Appendix 7 before the commencement of
the disconnection of the service with a period of no less than sixty (60) days (official
state holidays shall not be counted within this period).
B) In case that the impediment is not removed before the expiry of the warning period
referred to above, the service provider should issue a final warning to the customer
regarding the disconnection of the service four (4) days from the date specified for the
disconnection through the ways of notification and awareness to the customer
mentioned in Appendix (7) to ensure he is aware and the warning has reached him. It
is also permitted that any other ways of notification may be used.
C) In case of the warning period is expired and the impediment is still not removed, the
service provider may disconnect the electricity service on the day specified by the
notice, subject to the provisions of clause (22-2) of this chapter.
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23.7 Electricity service Disconnection due to Poor Electrical Wiring or Overload:
The service provider should disconnect the electricity service from the customer facility if, it is
proven that the electrical wiring connected to his equipment represents a safety hazard, or due
to unauthorized excess of loads, after taking the following measures:
A) The service provider should alert the customer by ways of notification and awareness
to the customers mentioned in Appendix No. 7 before the commencement of the
disconnection of the service with a period of no less than thirty (30) days unless the
individual safety requirements for individuals or property dictate otherwise (Official
state holidays within this period are not counted), the warning should clarifies to the
customer that he should rectify the electrical wiring arrangement, reduce the
electrical loads or apply for increasing the meter rating.
B) If the customer does not rectify the situation after half the period referred to in clause
(23) (a) above, the service provider should issue a final warning to the customer
fourteen (14) days before the date specified for the disconnection. Through the ways
of communication and notice to customers contained in Appendix7, and any other
ways of communication may be used.
C) In case the warning period is expired and the failure to rectify the situation, the
service provider should be entitled to disconnect the electricity service on the day
specified by the notice, subject to the provisions of clause 22-2 of this chapter.
Item (24): Electricity Service Disconnection for Places of Critical Loads:
24.1 Places having critical loads refer to the following places:
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Item (25): Cancellation of Electricity Service:
The service provider should, at the request of the owner and after making sure that there are no
customers, cancel the service and remove the meter permanently or temporarily. Except as
stated in Article (26) of this chapter, the customer may not reserve the meter and keep it until
property modification is completed. It is not permissible for him to transfer the meter from one
property to another, and this is should be done as follows:
25.2.4 Pay actual removal and installation costs in full if the recovered material cannot be
reused again upon re-installation.
Item (26): Maintaining a Meter until Renovation and Reconstruction works are Completed:
The meter may be kept by the owner either in its place or transferred to another place in the
same property until the completion of the reconstruction or renovation provided that the owner
maintains the service provider equipment during reconstruction or renovation and is responsible
for any damage may happened to it, and should prepare an appropriate place deemed fit by the
service provider, and the Owner should incur the actual costs of moving the meter.
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Chapter 6
Regulations for Applying the
Consumption Tariff
Residential Tariff
Commercial Tariff
Governmental Tariff
Industrial Tariff
Agricultural Tariff
Consumption Tariff for Saline Water Conversion Corporation
Pumping Stations
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Regulations for Applying the Consumption Tariff
Introduction:
This chapter deals with applying the consumption tariff regulations according to the actual
activity of the facility benefiting from the electricity service. The classification of the facility
according to the type of use according to the provisions of this chapter is presented in Appendix
9.
The residential tariff shall be applied to facilities of a residential nature, including but not limited
to, the following:
27-1 Apartments, villas, palaces, houses, residential appendices and service meters for
residential buildings and the like.
27.2 Residential facilities for factories both inside and outside the factory premises.
27.3 Residential facilities for hospitals or clinics (medical complexes) or the like, whether
inside or outside the premises of these facilities.
27.4 Government residential housing where consumption is paid for by the residents
themselves.
28-3 Shops that have commercial printing presses; and copy and printers shops such as
student services, printing special occasion cards and so on.
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28.4 Office buildings and services belonging to government-wholly owned companies.
28.6 Refrigerators and refrigerated agricultural warehouses that are not on the agricultural
project site.
The governmental tariff shall apply to Government facilities and include, but not limited to, the
following:
29.2 Whatever the government pays for, regardless of the nature of the activity of the facility
such as a hospital, medical clinic, (medical complex) mosques run by the Ministry of Islamic
Affairs and Endowments, schools, factories, farms and houses that are issued a bill and are
paid on behalf of the relevant government agency, Subject to the provisions of clauses 28.4
and 30.2 of this chapter.
The industrial tariff should be applied to facilities which are intended for industrial3 consumption
and licensed by the concerned governmental authorities which issue industrial licenses,
including, but not limited to, the following:
30.1 Factories.
30.2 Facilities of an industrial nature belonging to companies wholly owned by the
Government.
30.3 Automated machinery used in a bakery where the production line is fully automated
from start to finish.
30.4 Printing press except those covered by the provisions of clause (28.3) of this Chapter.
30.5 Offices of workers in industrial facilities who manage and operate those facilities.
30.6 The industrial consumption tariff shall (also) apply to:
3
According to the Council of Ministers Resolution number (1099) dated (30/11/1391) H
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30.6.1 The following private health facilities:
a) Hospitals.
b) General and specialized medical complexes.
c) Clinics and out-patient surgery centres.
d) Speech and hearing improvement centres.
e) Centres for the care and rehabilitation of disabilities.
f) Psychotherapy centres.
g) Dialysis centres.
h) Physiotherapy centres.
30.6.2 Private institutions, institutes and schools licensed by relevant governmental
agencies with issuing education and training licenses.
31.2 Facilities for associations, bodies, institutions and charities licensed or rented facilities
directly for its account, and used for charitable purposes.
31.3 Charitable mosques (which are not reimbursed by the government).
31-4 Quran memorization associations, schools of memorization affiliated with them and
propagation centres for the communities licensed by the relevant governmental
authorities.
Item (32): Consumption Tariff for Saline Water Conversion Corporation Pumping Stations:
The price of the sale of electricity to the pumping stations of the General Corporation for
Desalination of Salt Water (6.5 Halalah / kWh).4
4
: In accordance with the resolution of the Council of Ministers number (3) dated 01/01/1419 H
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Chapter 7
Regulations for the Calculation of
Consumption and Billing
Service Provider’s Responsibility for Consumption Calculation
Accuracy
Determination of Consumption Category
Consumption Insurance for Temporary Service
Consumption Calculation and Bills Issue
Meter Reading Impediments
Consumptions Merging and Splitting
Sub-meter Consumption Calculation
Consumption Calculation and Billing Errors
Meter Reading Omission by the Service Provider and Collecting
Payment of Consumption
Faults due to Illegal Connections or Meter Tampering
Handling customer Complaints for Incorrect Consumption Billing
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Regulations for the Calculation of Consumption
and Billing
Introduction:
This chapter deals with the service provider responsibility to ensure the accuracy of
consumption and what that entails by way of meter inspection and auditing consumption
readings. It also will deal with the calculation of consumption for special cases such as the
temporary consumption of construction sites or events. This chapter will also deal with the
issues associated with billing and faults due to irregular connections or meter tampering. This
chapter concludes with a mechanism for handling complaints related to incorrect billing.
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34.1 Changing the Consumption Category:
The customer should immediately notify the service provider of any change in the
consumption category if he changes to activities which necessitate the service provider to
apply the consumption category based on his subscription, or that the customer adds facilities
different from his consumption category. In a case where customer fails to inform the service
provider, the following will be implemented:
a) If the change is to a lower tariff type (for the benefit of the customer):
The new consumption category is applied from the date the customer informs the
service provider to change the consumption category.
b) The customer is charged from the date the change can be proven, if it is not possible,
the new consumption category is applied from the date that the change is discovered
and the customer is notified accordingly.
34.2 Handling mixed consumption Categories:
If the consumption of a facility falls under more than one category of consumption, the service
provider will install separate meters (depending on the number of units) for each category. If this
is not possible for technical or security reasons, the consumption rate of each unit is determined
based on the load. A bill then will be issued based on the tariff of each consumption, until a time
when the situation is improved and separate meters for each category can be installed immediately
after the removal of the reasons previously preventing such work, whether they were technical or
for security purposes
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36.2 Consumption Period:
36.2.1 Consumption calculation, distribution and issue of bills should be performed for each
customer on monthly basis and not exceeding 30 days of consumption, and the
service provider shall deliver bills to customers electronically or according to other
available ways adopted by the Authority.
36.2.2 The service provider should read the meters on specified dates and shall ensure the
right of the customer to benefit from the segment (Tariff) system, regardless of
meter reading periods, as follows:
a) If the consumption period is less than 30 days due to a reason the service
provider is responsible for, the service provider shouldensure the customer
right to benefit from the full range of the segment tariffs.
B) If the period of consumption is more than (30) days, the service provider
should increase the amount of segments with the same increase in the number
of days.
For Example:
C) If the consumption period is less than 30 days due to no reason related to the
service provider, the service provider should calculate the segments value
with the same proportion of consumption days as shown in the example
above.
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36.3.3 Calculation for Direct Connection Consumption (without a meter):
Subject to the rules and regulations set out in Article 12 of this guide, the
consumption of direct connection (without a meter) shall be calculated as follows:
The consumption value in cases of a set of lamps within one municipal area
shall be calculated on the basis of the government consumption tariff type.
36.3.3.2 Calculating consumption of small business units operating around the clock:
The consumption value of small business units, which includes, but is not
limited to: (Hi-Cooling refrigerators, telephone booths, small billboards), is
calculated on the basis of the following equation:
Monthly consumption= total load (KW) x 24 hours x the number of days of the month
36.3.3.3 All units of one entity in a single city shall be treated as a single customer and
shall be issued a single bill.
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37.4 The service provider shall be entitled, when there are impediments to reading the meter,
the consumption estimate for the period where readings could not be achieved , to act
according to the following:
37.4.1 The estimated consumption should not exceed two consecutive times.
37.4.2 It should be written clearly on the bill that it is issued with an estimated reading
amount due to readings impediments.
Item (38): Consumptions Merging and Splitting:
38.1 Combining consumption of meters:
If more than one meter supplies a single facility, then the consumption of these meters is
combined into one bill unless these meters serve separate units, not retroactively,
according to the following:
38.1.1 Villas or residential units:
If the villa or unit refers to two units or more and a separate bill is issued for each
separate unit, the consumption of these meters is combined into a single bill when it
is discovered that none of the units have met the conditions of a separate unit.
38.1.2 Residential complexes; buildings or furnished apartments:
The consumption of meters that supply separate residential units is not combined
even if the customer of these meters is one (institution, company, government
agency, etc.) if used for residential (purposes).
38.1.3 Commercial units:
Separate commercial attached units integrated into one store whose meters are
combined in a single bill even if there is more than one activity (taking place) within
the unit.
38.1.4 Service meters:
The consumption of the service meters are combined in a facility or a single entity.
38.2 Splitting of meter consumptions:
At the request of the customer or the owner, the service provider should disconnect the
consumption of meters issued in one bill and issue a separate bill for each meter serving a
separate unit if it is shown that there are different customers, and it will not be backdated.
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Item (39): Sub-meter Consumption Calculation:
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40-1 Meter Accuracy:
In case of an inaccurate meter (after conducting meter accuracy test) and the accuracy test
measurement exceed the limit specified in appendix 10 (accuracy percentage). The service
provider must do the following:
A. Promptly repair and calibrate the meter or replace the meter with a typical one.
B. Calculate the actual consumption according to the following equation:
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40.5 Cases when the service provider is not eligible to claim against error corrections:
The service provider is not eligible to claim against error corrections in the following cases:
A. If the service provider is not committed to the procedures of the periodic meter
inspection and calibration according to the rule set out in item (33-2), or failed
to submit a prove of meter test and calibration.
B. If the service provider failed to repair or replace the damaged meter within (30)
days.
C. All cases mentioned in item (40-3) above.
Item (41): Meter Reading Omission by the Service Provider and Collecting Payment of Consumption
In the event of an error in meter reading or accumulating bill outstanding amounts of money on the
customer for any reason, such as failure to issue bills or delay by service provider in the collection of
dues, these cases are dealt with in accordance with the provisions of item (40-4-2) for all
consumption categories.
Item (42): Faults due to Illegal Connections or Meter Tampering
In the event that the service provider finds that the owner or the customer has made some
illegal connections in order to obtain the electricity service or part of it for free without any
right, which leads to not counting the actual consumption in the consumption bill or that the
owner or the customer has been tampering the meter in order to stop the counting completely
Or in part, the case should be treated as described in Plan No. (3) Of Appendix 8 as follows:
42.1 The service provider shall inspect the meter and connections, record and photograph the
situation as it is, and prepare a report of the situation according to the list of protection
of service providers' facilities.
42.2 Actual consumption is estimated and sought for according to the following cases:
42.2.1 The current customer of the meter is the cause of tampering:
If the current customer of the meter is the cause of tampering or tampering at the
time of the current customer use of the facility served by the meter, the current
customer is requested to pay the difference for the entire correction period plus
the fine of tampering with electricity service equipment as provided in the Service
Provider Protection Regulations.
42.2.2 Current customer of the meter is not causing tampering:
a) If tampering was at a time preceding transfer of the facility’s title of deed to the
current owner and he is the current customer, the owner of the facility shall be
sought to pay the consumption estimated for the entire period during which he
benefited from the meter as of the date of transfer of the title deed to him,
provided that the claim period should not exceed the period approved for the
meter inspection cycle, and the owner of the facility shall not be sought to pay
the penalty of tampering.
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b) If the Plant is leased and the tampering occurred at a time preceding ownership
of the facility by the current owner, the tenant (current customer) shall be
sought to pay the consumption estimated for the entire period during which he
benefited from the meter and the current owner, if he benefited from the
meter, shall be required to pay the consumption estimated for the period during
which he benefited from as of the date on which the facility’s title was
transferred to him until the commencement of the current tenant’s lease,
provided that the period of the total claim against the current owner and the
tenant shall not exceed the period approved for the meter inspection cycle, and
the current customer of the meter or the owner shall not be asked to pay the
penalty of tampering.
c) If the facility is leased and the tampering occurred during the period of
ownership of the current owner of the facility at the time the facility is leased to
a previous tenant, the tenant (the current customer) is sought to pay the
estimated consumption for the entire period in which he benefited from the
meter. The current owner is not required to pay any estimated consumption as
long as he did not benefit from the meter and the current customer of the meter
or the owner of the facility is not required to pay the fine for tampering.
d) The tenant (the current customer) is sought for payment for the estimated
consumption for the entire period in which he has benefited from the meter and
the current owner demands the rest of the estimated consumption in addition to
the fine of tampering with the electricity service equipment.
42.3 If the Service Provider does not complete all the procedures for determining and
verifying the violation in accordance with the provisions of the Regulations for the
Protection of Facilities of Service Providers, this shall be considered as a failure on their
part and the Service Provider is not eligible to claim for settlement.
42.4 In the case of a formal complaint relating to any of the above cases, the service provider
shall not disconnect the service from the meter until the subject of the complaint is
decided by a competent body or the judicial authority. The service provider should take
all the legal procedures to ensure obtaining of his dues for amounts not are under
dispute.
Item (43): Handling Customer Complaints for Incorrect Consumption Billing:
If the customer complains that the consumption bill is incorrect, it is not necessary to pay the
disputed amount. The complaint is handled as follows:
43.1 Complaint before the disconnection of the electricity service:
If the complaint is filed before the disconnection of the electricity service, the service
provider does not disconnect the electricity service even on the date specified in the
warning. The service provider should review the bill and verify its correctness and
validity with the previous consumption according to the following:
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43.1.1 Normal Consumption:
After the service provider has reviewed the bill and verified its correctness and
validity against previous consumption, the customer is provided with the result
of the review and is requested for payment. If he is not satisfied and wishes to
perform a check for the meter, he will pay for the inspection shown in table (2)
of Appendix 5, the result of the inspection should be treated as follows:
43.1.1.1 The meter is faultless:
If it is proved that the meter is faultless, the customer is required to
pay the bill amount and the value of the inspection should not be
refunded. The service provider shall notify the customer that he has
the right to appeal to the Authority.
43.1.1.2 Meter is faulty:
If the meter is found to be defective, the following steps shall be taken:
a) Return the fee for the inspection paid for by the customer.
b) Replacement of the meter at the expense of the service
provider if it cannot be calibrated.
c) Implementation of item (40) of this chapter.
43.1.2 Consumption is doubtful:
If the service provider finds that the bill amount is not commensurate with the
previous consumption, especially in the same period of the previous years of the
customer itself, the meter is checked on the account of the service provider and
item (40) of this chapter is applied.
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43.2.1.2 Meter is faulty:
If the meter is found to be faulty, the following should be followed:
a) Inspection Fees to be returned to the customer.
b) Service restoration fees to be returned to the Customer.
c) Replacement of the meter at the cost of the service provider if it is
not possible to be calibrated.
d) Implementation of item (40) of this chapter.
43.2.2 Consumption is doubtful:
If the service provider finds that the bill amount is not commensurate with the
previous consumption, especially in the same period of the previous years of the
same customer, the service shall be returned to the customer immediately at no
charge. The meter shall also be inspected at the cost of the service provider.
Clause (40-1) this chapter will apply, and the bill amount after correction, value
of the bill is added to next month following the inspection.
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Chapter 8
Regulation of electricity Networks
Displacement
General Rules
Clearances
Displacement Cases
Displacement Impracticality
Displacement based on Customer Request
Documentation required to Study Displacement Request
Execution Period for Distribution Network Displacement
Displacement Requests Records
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Regulation of electricity Networks Displacement
Introduction:
This chapter deals with the regulations and procedures of the electricity network components
displacement and covers the cases that require displacement and determine the responsibility
of both the service provider and Applicant requesting the displacement in respect of the costs
and requirements. This chapter also discusses the responsibility of the service provider to
validate the displacement requests.
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46.2 Conflicts with private ownership:
The service provider should displace all components of the network at its own expense
from an approved private ownership by a legal deed in which the date of ownership
precedes the date of network construction , in the case of transfer of ownership from
ancestors to decedents or vice versa, the older date should be the ownership date
unless one of the owners previously agreed under a written unconditional consent that
the network passes through that owner’s property.
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Item (50): Execution Period for Distribution Network Displacement:
The service provider shall perform the displacement of the distribution network within the
period specified in Table 4 of Appendix 11.
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Chapter 9
Service Regulations and Procedures for
Customers with Critical Electricity Loads
Definition of Customers with Critical Electricity Loads
General Regulations for Service of Customers with Critical
Electricity Loads
Procedures carried out by the Service Provider for Customers
with Critical Electricity Loads
Reliability of electricity Service for Customers with Critical
Electricity Loads
Addressing Customer, with critical Electricity Loads, hardship for
Bills Payments
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Service Regulations and Procedures for
Customers with Critical Electricity Loads
Introduction:
This chapter deals with the rules and procedures governing the provision of electricity services
for people with critical electrical loads. It reviews the definition of customers of this type and
then discusses the procedures required by the service provider towards these customers and
the steps required to be taken to disconnect their electricity service if needed and if they have
financial hardship to pay the consumption bills.
Item (52): Definition of Customers with Critical Electricity Loads:
A customer who has at least one person, and whose life depends on the use of electrically
connected devices or whose life may be severely affected by the power outage, provided that
the customer provides proof of such with a certified medical report.
Item (53): General Regulations for Service of Customers with Critical Electricity Loads:
53.1 Subject to the provisions of chapter 5 of this guide, in all cases, the electricity service
should not be disconnected from a customer with a critiical need for electricity except
by a decision of the Authority.
53.2 When the bill cannot be paid by the customer with critical electricity needs, the service
provider must present different alternatives of payment in proportion to his
circumstances. In case of non-payment, the service provider should forward the matter
to the Authority for the necessary decision in this regard.
5.3.3 Customer with critical electricity needs has, when a sudden interruption occurs, the
priority to get the electrical service restored as far as possible in accordance with the
requirements of the electrical grid.
53.4 The rules and procedures of service for persons with critical electrical needs shall be
applied to the residential consumption category for only one meter per customer to
which the definition of those who are most in need of electricity applies.
53.5 The service provider should submit an annual report to the Authority stating the
following:
a) the number of customers with electricity needs who have been provided with an
electrical service and registered in the record of those with critical electricity needs
with the service provider;
b) the services provided to them;
c) the most important power outages that are scheduled and forced and the result of
non-payment to those customers, and
d) the duration for electrical service restoration, and any additional services
suggestions or existing services improvement .
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Item (54): Procedures carried out by the Service Provider for Customers with Critical Electricity
Loads:
The electric service provider should prepare detailed work rules (approved by the Authority) for
customer with critical electricity needs, which show how to provide special services to these
customers, which include but not limited to, the following:
54-1 Definition of services to be provided to customers with critical electricity needs.
54.2 Set up a database periodically updated for customers with critical electricity needs.
54-3 Eligibility of the customer with the most critical needs of electricity to benefit from the
services for customers with severe needs for electricity once they attach the
identification papers from an accredited health authority.
54.4 The service provider should ascertain the situation of the customer with the most critical
needs by requesting them to bring the necessary supporting documents periodically or
to contact the concerned authorities such as the Ministry of Health.
54.5 The service provider should provide every registered customer with a special booklet
outlining safety guidelines and instructions for what to do when the electricity is
disconnected from his facility, stating the contact numbers for the various service
centres.
54.6 The meter that serves the residence of the customer with the critical electricity needs
should be marked with a code known to the service provider.
Item (55): Reliability of Electrical Service for Customers with Critical Electricity Loads:
Subject to the provisions of the disconnection of the electrical service mentioned in Chapter 5 of
this guide, the service provider shall ensure the reliability of the electrical service to customers
with critical electrical needs as far as possible and when there is a need to disconnect the
electrical service in a scheduled and temporary manner. Before the disconnection of the
electrical service with a period of no less than five (5) working days by means of a letter or
mobile message or any other method to ensure that the customer is informed and the service
provider should keep evidence that the customer has received the notification.
Item (56): Addressing Customer, with critical Electricity Loads, hardship for Bills Payments:
In the case of non-payment of any customer with electricity needs to the consumption bill, the
service provider should perform the following procedures:
56-1 Warning the customer with critical electricity needs in accordance with the ways of
notification and communication contained in Appendix 7 before the commencement of
the disconnection of service within a period of no less than thirty (30) days (official state
holidays of shall not be counted within this period) in case of non-payment for (6)
consecutive months or when the previously outstanding balance is SR 1,000, whichever
occurs first, provided that the warning includes a reference to the right of the customer
with the critical electricity needs to refer the matter to the Authority.
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56.2 In the event that the customer with critical electricity needs, does not pay the
outstanding arrears after half the warning period referred to in item (56-1) above, the
service provider shall give a final warning of disconnection of service fourteen (14) days,
provided that the final warning is delivered through the ways of notification and
communication contained in Appendix 7, with the service provider ensuring that the
customer with electricity needs has received the warning and has been informed. Any
other ways of communication may also be used.
56.3 In the event of the expiry of the notice period and no payment been made, the service
provider should refer the matter to the Authority for a decision.
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Conclusion
The Electricity and Cogeneration Regulatory Authority, which is aware of this issue, hopes to be
informed of any comments or suggestions that would increase the awareness of customers,
service providers and investors alike. It would please them greatly if it receive any inquiry or
suggestion for the public interest at the following address:
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Appendices
64 - 102
Appendix 1
Document Directory for the guide
1. The decision of His Excellency the Governor of the Authority No. (46/430) dated 01/07 / 1430H.
2. The decision of His Excellency the Governor of the Authority No. (45/431) dated of 15 / 1431H.
3. The decision of His Excellency the Governor of the Authority No. (77/431) dated 20/09 / 1431H.
4. The decision of His Excellency the Governor of the Commission No. 92/2 dated 25/08/1435 H.
5. The decision of His Excellency the Governor of the Authority No. (75) dated 17/08/1436 H.
6. The decision of His Excellency the Governor of the Authority No. (101) dated 14/04/1437 H.
7. The decision of His Excellency the Governor of the Authority No. 77 dated 27/04/1438.
8. The decision of His Excellency the Governor of the Authority No. (103) dated 17/06/1439 AH.
9. The decision of His Excellency the Governor of the Authority No. (9) dated 24/01/1440 AH.
10. The decision of His Excellency the Governor of the Authority No. (23) dated 07/02/1440 AH.
11. The decision of the Governor of the Authority No. (313) dated 20/10/1440 AH.
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Appendix 2
Approved Consumption Tariff
6000-1 18 20 16
32 18 18
More than 6000 30 30 20
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Appendix (3)
Approved fees for Electricity Service Connection
1 30 60
30 60 95
60 90 150
90 120 165
The Power referred to in these two tables mean the total load required to be
connected to and Segment system does not apply to these required power
segments
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Appendix 4
Guidance Tables for Loads Calculations
68 - 102
Calculating the loads of the residential facilities for voltage (220 Volts phase to phase)
25 4 801 114
50 8 30 825 116
75 12 850 120
76 13 875 123
300
100 16 40 900 126
110 17 925 130
111 18 950 133
125 20 50 975 136
150 24 976 137
151 25 1000 140
175 28 1025 143
70
200 32 1050 146
225 36 1075 150
400
226 37 1100 152
250 40 1125 156
100
275 43 1150 160
300 46 1175 163
301 47 1200 166
325 50 1201 167
125
350 53 1300 180
375 56 1400 193 500
376 57 1500 206
400 60 1600 220
425 63 150 1601 221
450 66 1700 233
460 68 1800 246 600
461 69 1900 260
475 70 2000 273
500 73 2001 274
525 76 2100 286
200
550 80 2200 300
575 83 2300 313
800
600 86 2400 326
625 90 2500 340
626 91 2600 354
650 93 2700 366
675 96 2701 367
700 100 2800 380
250
725 103 2900 394
1000
750 106 3000 406
775 110 3200 433
800 113 3400 459
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Loads Calculation of Commercial Facilities for Voltage (220 Volts phase to phase)
25 6 601 129
50 10 30 625 134
55 12 650 139
56 13 675 144
400
75 16 50 700 150
100 22 725 155
101 23 750 160
125 27 70 775 166
150 32 776 167
151 33 800 171
175 38 100 850 182
500
200 43 900 192
201 44 950 203
225 48 1000 214
250 54 150 1001 215
275 59 1050 224
300 64 1100 235
600
301 65 1150 246
325 70 1200 256
350 75 200 1250 267
375 80 1251 268
400 86 1300 278
401 87 1400 299
800
425 91 1500 320
450 96 250 1600 342
475 102 1700 363
500 107 1701 364
501 108 1800 384
1000
525 112 2000 427
550 118 300 2100 448
575 123
600 128
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Calculation loads of residential facilities of voltage (230/400 Volts)
Total Loads Proposed Breaker Total Loads Proposed Breaker
Building Area (m2) Building Area (m2)
Connected (KVA) capacity (amp) Connected (KVA) capacity (amp)
25 4 901 127
50 8 925 130
20
75 12 950 133
100 16 975 136
101 17 1000 140
125 20 30 1025 143
150 24 1050 146 200
151 25 1075 150
175 28 40 1100 152
200 32 1125 156
201 33 1150 160
225 36 50 1175 163
250 40 1200 166
251 41 1201 167
275 43 1300 180
250
300 46 1400 193
70
325 50 1500 206
350 53 1501 207
375 56 1600 220
300
376 57 1700 233
400 60 1800 246
425 63 1801 247
450 66 1900 260
475 70 100 2000 273
500 73 2100 286 400
525 76 2200 300
550 80 2300 313
575 83 2400 326
576 84 2401 327
600 86 2500 340
625 90 2600 354
650 93 125 2700 366 500
675 96 2800 380
700 100 2900 394
725 103 3000 406
726 104 3001 407
750 106 3200 433
775 110 3400 459 600
800 113 3500 470
150
825 116 3600 486
850 120 3601 487
875 123 3800 513
900 126 4000 540
4200 567 800
4400 594
4600 612
4800 648
71 - 102
Calculation loads of Commercial facilities of voltage (230/400 Volts)
25 6 776 167
50 10 800 171
75 16 30 825 176
100 22 850 182 250
110 24 875 187
111 25 900 192
125 27 925 198
50
150 32 926 199
175 38 950 203
176 39 975 208
200 43 1000 214
70 300
225 48 1025 219
250 54 1050 224
251 55 1075 230
275 59 1125 240
300 64 1126 241
100
325 70 1200 256
350 75 1300 278 400
375 80 1400 299
376 81 1500 320
400 86 1501 321
425 91 1600 342
450 96 1700 363 500
150
475 102 1800 384
500 107 1850 395
525 112 1851 396
550 118 2000 427
600
551 119 2100 448
575 123 2200 469
600 128 2201 470
625 134 2300 491
650 139 2400 512
200
675 144 2500 533
700 150 2600 555 800
725 155 2700 576
750 160 2800 597
775 166 2900 619
3000 640
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Appendix 5
Service Fees
Table (1): Shared Funding for Network costs located outside planned areas and outside the network
Boundaries.
SERVICE FEE
Connection of temporary electricity service 10 SR / KVA in addition to the costs incurred with installing and
for special occasions removing equipment
5
The subscription fee is reviewed and updated periodically by the Authority in accordance with the change in the
cost of materials and implemented contracts.
73 - 102
Table (3): Tariff for meter reading, meter maintenance and bill preparation
20 100 10
100 200 15
200 300 21
300 400 22
400 25
74 - 102
Appendix 6
Electricity Service Requirements
75 - 102
Table 1: Requirements for applying for a new electricity connection
76 - 102
Table 2: Requirements for applying for a temporary electricity connection
77 - 102
Table 3: Requirements for modifying electricity service connection
78 - 102
Table 4: The documentation required to study a request to displace an electricity network
79 - 102
Appendix 7
Communication and Notification Channels with
Customers
80 - 102
Appendix 8
Illustrations
Distribution substation
Main
substa-
tion
Distribution substation
81 - 102
Figure 2: Process of the displacement or removal of a distribution substation
Start of
Process
The station
No installed for the Yes
customer
service of the
consumer
Yes
Transfer or
No
removal
technically
possible
Yes
End of
Process
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Figure (3): Process of tampering with meters and connections
Tampering detected
Yes
Yes
Tampering was done during the time of the Tampering was done during the time of a
current owner previous owner
Facility is leased out and the tampering The facility is leased out and the The current tenant is the The current owner is the
occurred during the current owner’s tampering occurred during time of the beneficiary. beneficiary.
time. previous tenant.
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Appendix 9
Classification of customer facilities According to the
Usage Category
First: Classification of consumers according to the category of use according to the decision of
the Council of Ministers with the number (170) and the date 12/07/1421 H
Consumption Consumption
Type of Unit Type of Unit
Tariff of Unit Tariff of Unit
Hospital
General and specialised Medical Residential Unit
Complex Residential
Clinic Residential Complex
84 - 102
Second: Classification of consumers according to use category according to the decision of
the Board of Directors of the Authority No. (1/22/31) and the date 01/06/1431 H .
Consumption Tariff of
Type of Unit
Unit
Commercial Unit Unit without meter
Furnished Apartment Commercial Service
meter
Hotel Billboards
Embassy/Consulate Mobile Tower
Institution Laundry
Commercial Company Radiology Centres and
Medical Laboratories
Multipurpose Hall Sports Club
Bank Temporary Meter for
Construction Purposes
Publishing and Press
House
Factory Industrial- Level
Automated Bakery
Industrial
Industrial Printing Press Water Desalination or
Treatment Plant
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Appendix 10
Meter Inspection and Calibration
86 - 102
Appendix 11
Clearances and Network Displacement
87 - 102
Table (3): Horizontal clearance space for distribution networks
Horizontal Clearances
From the central line of the Pole in meters
33/34.5 K.V 2 15 15 12
Voltage (V)
13.8 K.V 2 15 15 12
Low Voltage 2 15 15 12
Displacement of distribution
A Maximum of two years from the date of the application or any
network opposing private
shorter period to be determined by ECRA
ownership
Displacement based on request Six months from the date of the notification of an authorization for
from concerned parties expenditures towards the displacement cost
88 - 102
Appendix 12
89 - 102
Agreement Form for Electricity Service connection on Distribution Voltage
Application No.
Date
Other Industrial Agricultural Government Commercial Residential Other Consolidation Division Enhance Add New
Applicant Details
First Name Father’s Name Grandfather’s Name Family Name National ID No.
Nationality
Passport No. Passport No.
Name Letter No./ Record Date of Letter Source of Letter
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Introduction:
1. The terms and expressions of this agreement and the information in this guide to the
provision of electricity service shall have the same meaning for the purpose of the
application of this agreement unless the context suggests otherwise.
2. This Agreement specifies the terms and conditions agreed between the service provider and
the Applicant. The agreement includes the Applicant request to open a consumption account
and all essential data required from the consumer.
3. In this agreement a number of references have been alluded to, such as the distribution code,
the guide for the provision of the electricity service (guide), and procedures for handling
customer complaints, which can be obtained through the website of the service provider, or
a visit to one of the branches of the service provider or the website of the Electricity and
Cogeneration Regulatory Authority (TRA) at www.ecra.gov.sa.
4. The Authority shall be the reference point to interpret any text or provision contained in this
agreement.
First: The previous introduction is an integral part of this agreement.
Second: Applicant obligations and duties
2.1 The Applicant acknowledges his / her responsibility to ensure the accuracy of the
data referred to in this agreement and the accompanying documentation.
2.2 The Applicant shall be obligated to pay the amount of the consumption bill no
later than the date indicated in the bill.
2.3 The Applicant undertakes to ensure that the service provider have safe and easy
access to the meter(s) and electrical equipment of the service provider in his
facility and to allow the service provider's staff to detect, inspect and read the
meter at the time specified by the service provider.
2.4 The consumer shall not exceed the specified electrical capacity and shall
undertake in the event that he wishes to add equipment or electrical
equipment which requires increasing this capacity, he shall submit his request
to the service provider before increasing the capacity with the approval of the
owner or the person authorized to represent him.
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2.5 The Applicant undertakes to inform the service provider of any changes in his
personal details.
2.6 The Applicant shall immediately notify the service provider of any change in the
consumption type when he changes the activity under which the service
provider applied the consumption type to his subscription, or that he has added
facilities different from his consumer type. In case the consumer does not
inform the service provider, Item (34-1) of the guide to the Provision of
Electricity Service will be implemented.
2.7 The Applicant shall notify the service provider of his or her absence from the
location of the service connection and / or its closure for a period of time during
which the service provider cannot record the consumption.
2.8 The Applicant is obliged to settle any amounts due to consumption immediately
after his stay at the property, the place of the agreement, is over. In the event
of this obligation not being fulfilled, all the amounts are due on this account
until the date of its closure or transfer to the name of the owner or any new
tenant. The service provider will not have a new agreement with the same
consumer until all debts are settled.
2.9 The Applicant shall be entitled to ask for the payment of the amount owed by
him to be paid in instalments in special cases such as the sudden increase in
monthly consumption or the accumulation of consumption, on condition that
the service provider is convinced that the consumer will fall into hardship if
payment is made to the service provider and in case the consumer does not
notify the service provider for assistance with payment difficulties or fails to
agreed arrangements, any amounts due is an overdue amount and deemed to
be payable.
3.1 Treat the meter (how he wants) whereas the meter is the property of the service
provider.
3.2 Starting an electricity service without taking the service provider's consent.
3.3 Carrying out irregular electrical works at a facility or placing any obstacles
preventing access to the meter; causing damage or meter becoming inaccurate
or tampering with it.
3.4 Allow anyone to receive electricity illegally from the provider's network.
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3.5 Allow any person to use electricity in any way that affects the continuity of the
service to any other person or causes loss to the service provider or damage to
the meter, fixtures or other equipment that provide the service.
3.6 Interference with respect to the connection of the Service to any other person,
including the disconnection of service from another person or the reconnecting
the service after the Service Provider disconnected it.
The cases described in items (3) to (3-6) shall be dealt with in accordance with
the provisions of the Regulations for the Protection of Facilities of Service
Providers.
Fourth: The responsibility of the service provider and his duties
4.1 The service provider shall provide the electricity service in accordance with all
the requirements of the distribution code and the guide of providing the
electricity service.
4.2 The service provider shall record the consumption according to the meter
reading cycle for a period not exceeding 30 days, provided that the date of
commencement of payment of bills is the 28th of each calendar month
following the date of issue of the bill and sending it to consumers electronically
or by any other means. The latest information on these ways can be found by
visiting the website of the service provider or visiting one of its branches or
contacting one of the service centres.
4.3 The service provider shall notify the consumer a month in advance of any change
in the consumption tariff or any service-related tariff or any amendment to this
agreement through the consumption bill as well as any other means such as
local newspapers, SMS, telephone or any other means.
4.4 In the event of an interruption of the electricity service, the service provider shall
notify the consumer by means of the registered data in this agreement or
according to the available means and in the appropriate manner with the
expected time of the return of service if the interruption is due to an event
which is out of anyone’s control and is expected to last for three hours or more.
4.5 The service provider shall clear the consumption upon receipt of the consumer's
request to terminate this agreement and shall provide the consumer through
contact information registered in this agreement with the amount due within a
period not exceeding five (5) working days.
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Fifth: Disconnection and Reconnection of the electricity service
The service provider will disconnect the electricity service from the facility and
reconnect it according to the regulations of disconnection and reconnection of
electricity services contained in the guide approved by the Authority, published on the
website of the Electricity and Cogeneration Regulatory Authority (www.ecra.gov.sa)
and the website of the service provider, and the consumer is entitled to obtain a copy
of these regulations upon request from the service provider.
Sixth: Modification on electricity Service Connection during agreement validity
If the Applicant submit a request to modify the service connection like meter upgrade,
addition, splitting or relocation and service provider has agreed then, the new request
should be part of this agreement and service provider should take the necessary
procedures to revise the related information and data.
Seventh: Complaints or disputes
8.1 In the event of a complaint or dispute in any matter relating to this agreement or its
implementation or any aspects relating to the provision of the Electric Service, the
consumer shall be entitled to file a complaint with the service provider in accordance
with the Consumer Complaints Process adopted by the Authority, and if no satisfactory
solution is reached between the service provider and the consumer in respect of the
complaint or dispute through such proceedings, the consumer may submit his
complaint to the Authority for a decision.
8.2 The service provider may not disconnect the service from the consumer until the
subject of the complaint is decided by the competent authority or judicial authority.
8.3 The service provider may not combine the disputed amounts with the amount of
monthly consumption. The consumer must be enabled to pay the subsequent
consumption bills on the meter to avoid accumulating the amounts without having to
visit the providers' offices. The service provider shall take all legal procedures to ensure
collection of any amounts which are not disputed over.
Eighth: The responsibility of the service provider in the event of an error on their part
The Service Provider is obliged to provide the service in full accordance with the
agreement and in accordance with the normal practice generally recognized
professionally, taking into account the following:
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9.1 If the consumer's loss is due to the negligence of the service provider or lack of
adequate care, the service provider will be responsible for compensating the consumer
for that loss.
9.2 The Service Provider shall not be liable for any loss to Customer if:
9.2.1 This harm is caused by the consumer or any other person.
9.2.2 That loss resulted from an incident outside the control of the service provider.
Ninth: The consumer is entitled to compensation from the service provider as a result of
their failure to comply with the secured standards approved by the Authority.
Tenth: Duration of the Agreement:
The agreement has not been restricted to a certain period of time, and the consumer
may request the termination by notice to the service provider of ten (10) days prior to
the date specified for termination, subject to the terms of service cancellation. In the
event that the consumer moves to a new facility, he shall notify the service provider
accordingly in order to arrange for settling any of the previous amounts owed and the
recording of the new meter information in accordance with the procedures specified
by the service provider.
Eleventh: This agreement has been issued in two original Arabic copies, each of which shall
be given a copy of the agreement.
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Appendix 13
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Agreement Form for Electricity Service Consumption on Distribution Voltage
Application No.
Date
Type of Use
Residential Commercial Government Agricultural Industrial Other
Applicant Details
First Name Father’s Name Grandfather’s Name Family Name National ID No.
Nationality
Passport No. Passport No.
Authorized representative’s Details
Authorized representative’s
First Name Father’s Name Grandfather’s Name Family Name
National ID No.
Authorized
Authorized representative’s
representative’s phone
signature
No.
District Postcode
Street Mobile
Unit Type Home Telephone
Unit No. Work Telephone
Meter No. Fax
Beneficiary No. Email
Preferred contact
Subscription No.
method
Service implementation requirements
Date of Implementing
Meter reading
request
Attachments
.1 Copy of the national ID or residence permit and passport for non-Saudis 2. Copy of lease agreement.
Observations
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Introduction:
1. The terms and expressions of this agreement and the information in this guide to the
provision of electricity service shall have the same meaning for the purpose of the
application of this agreement unless the context suggests otherwise.
2. This Agreement specifies the terms and conditions agreed between the service provider and
the consumer. The agreement includes the consumer's request to open a consumption
account and all essential data required from the consumer.
3. In this agreement a number of references have been alluded to, such as the distribution code,
the guide for the provision of the electricity service (guide), and procedures for handling
consumer complaints, which can be obtained through the website of the service provider ...
.....) or a visit to one of the branches of the service provider or the website of the Electricity
and Cogeneration Regulatory Authority (TRA) at www.ecra.gov.sa.
4. The Authority shall be the reference point to interpret any text or provision contained in this
agreement.
2.1 The consumer acknowledges his / her responsibility to ensure the accuracy of the data
referred to in this agreement and the accompanying documentation.
2.2 The consumer shall be obligated to pay the amount of the consumption bill no later than
the date indicated in the bill.
2.3 The consumer undertakes to ensure that the service provider have safe and easy access
to the meter(s) and electrical equipment of the service provider in his facility and to
allow the service provider's staff to detect, inspect and read the meter at the time
specified by the service provider.
2.4 The consumer shall not exceed the specified electrical power and shall undertake in the
event that he wishes to add equipment or electrical equipment which requires increasing
this power, he shall submit his request to the service provider before increasing the
capacity with the approval of the owner or the person authorized to represent him.
2.5 The consumer undertakes to inform the service provider of any changes in his personal
details.
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2.6 The consumer shall immediately notify the service provider of any change in the
consumption type when he changes the activity under which the service provider applied
the consumption type to his subscription, or that he has added facilities different from
his consumer type. In case the consumer does not inform the service provider, Item (34-
1) of the guide to the Provision of Electricity Service will be implemented.
2.7 The consumer shall notify the service provider of his or her absence from the location of
the service connection and / or its closure for a period of time during which the service
provider cannot record the consumption.
2.8 The consumer is obliged to settle any amounts due to consumption immediately after his
stay at the property, the place of the agreement, is over. In the event of this obligation
not being fulfilled, all the amounts are due on this account until the date of its closure or
transfer to the name of the owner or any new tenant. The service provider will not have
a new agreement with the same consumer until all debts are settled.
2.9 The consumer shall be entitled to ask for the payment of the amount owed by him to be
paid in instalments in special cases such as the sudden increase in monthly consumption
or the accumulation of consumption, on condition that the service provider is convinced
that the consumer will fall into hardship if payment is made to the service provider and in
case the consumer does not notify the service provider for assistance with payment
difficulties or fails to agreed arrangements, any amounts due is an overdue amount and
deemed to be payable.
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Fourth: The responsibility of the service provider and his duties
4.1 The service provider shall provide the electricity service in accordance with all the
requirements of the distribution code and the guide of providing the electricity service.
4.2 The service provider shall record the consumption according to the meter reading cycle
for a period not exceeding 30 days, provided that the date of commencement of
payment of bills is the 28th of each calendar month following the date of issue of the bill
and sending it to consumers electronically or by any other means. The latest information
on these ways can be found by visiting the website of the service provider or visiting one
of its branches or contacting one of the service centres.
4.3 The service provider shall notify the consumer a month in advance of any change in the
consumption tariff or any service-related tariff or any amendment to this agreement
through the consumption bill as well as any other means such as local newspapers, SMS,
telephone or any other means.
4.4 In the event of an interruption of the electricity service, the service provider shall notify
the consumer by means of the registered data in this agreement or according to the
available means and in the appropriate manner with the expected time of the return of
service if the interruption is due to an event which is out of anyone’s control and is
expected to last for three hours or more.
4.5 The service provider shall clear the consumption upon receipt of the consumer's request
to terminate this agreement and shall provide the consumer through contact information
registered in this agreement with the amount due within a period not exceeding five (5)
working days.
Fifth: Consumers with severe electricity needs
The consumer shall inform the service provider of any person in the household who meets the
definition of the persons with the severe need of electricity mentioned in Chapter 9 of the guide,
and attach the necessary documents proving this in order for the service provider to apply the
rules and procedures for persons with criticalelectricity needs as approved by the Authority.
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Sixth: Disconnection and Reconnection of the electricity service
The service provider will disconnect the electricity service from the facility and return it
according to the regulations of disconnection and reconnection of electricity services contained
in the guide approved by the Authority, published on the website of the Electricity and
Cogeneration Regulatory Authority (www.ecra.gov.sa) and the website of the service provider,
and the consumer is entitled to obtain a copy of these regulations upon request from the service
provider.
Seventh: Meters
The service provider shall be entitled to check the meter at any time to ascertain the accuracy of
its readings. In case the customer believes that the meter is not working properly, the customer
shall be entitled to apply for a meter inspection and pay the necessary compensation according
to the provisions of the guide.
Eighth: Complaints or disputes
8.1 In the event of a complaint or dispute in any matter relating to this agreement or its
implementation or any aspects relating to the provision of the Electric Service, the
consumer shall be entitled to file a complaint with the service provider in accordance
with the Consumer Complaints Process adopted by the Authority, and if no satisfactory
solution is reached between the service provider and the consumer in respect of the
complaint or dispute through such proceedings, the consumer may submit his complaint
to the Authority for a decision.
8.2 The service provider may not disconnect the service from the consumer until the subject
of the complaint is decided by the competent authority or judicial authority.
8.3 The service provider may not combine the disputed amounts with the amount of
monthly consumption. The consumer must be enabled to pay the subsequent
consumption bills on the meter to avoid accumulating the amounts without having to
visit the providers' offices. The service provider shall take all legal procedures to ensure
collection of any amounts which are not disputed over.
Ninth: The responsibility of the service provider in the event of an error on their part
The Service Provider is obliged to provide the service in full accordance with the agreement and
in accordance with the normal practice generally recognized professionally, taking into account
the following:
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9.1 If the consumer's loss is due to the negligence of the service provider or lack of adequate
care, the service provider will be responsible for compensating the consumer for that
loss.
9.2 The Service Provider shall not be liable for any loss to Customer if:
9.2.1 This harm is caused by the consumer or any other person.
9.2.2 That loss resulted from an incident outside the control of the service provider.
Tenth: The consumer is entitled to compensation from the service provider as a result of their
failure to comply with the secured standards approved by the Authority.
Eleventh: Duration of the Agreement:
The agreement has not been restricted to a certain period of time, and the consumer may
request the termination by notice to the service provider of ten (10) days prior to the date
specified for termination, subject to the terms of service cancellation. In the event that the
consumer moves to a new facility, he shall notify the service provider accordingly in order to
arrange for settling any of the previous amounts owed and the recording of the new meter
information in accordance with the procedures specified by the service provider.
Twelve: This agreement has been issued in two original Arabic copies, each of which shall be
given a copy of the agreement.
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