13 July 2017

DAMMAM — The number of complaints regarding billing after the introduction of the new system in 2105 has swelled, the Electricity and Co-generation Regulatory Authority (ECRA) has said.

“This new system led to updating subscribers’ account numbers and accumulation of outstanding bills for a large number of subscribers,” the authority said.

The largest number of complaints came from the Southern Province (2,440), followed by the Central Province (1,347), the Eastern Province (976) and Western Province (930).

Saudi Electricity Company’s (SEC) move to ensure proper functioning of meters and avoid losing of revenue also led to some complaints due to discrepancies and malpractices.

“We expect an increase in such complaints in the future but will reduce gradually following an awareness campaign to be conducted by the authority and company,” the authority said.

Last year the authority received 1,038 complaints related to various aspects of electricity service, the authority said, adding that the company was able to tackle 39 percent of such complaints.

The majority of complaints were related to power cut, bills, tariff, power connection, overcrowding of subscribers on certain networks, and poor quality of service.

It warned subscribers against their efforts to tamper with meters in an attempt to reduce bills.

Referring to complaints related to giving connections, the authority said it was due to poor performance of contractors that extend various services. “Some people have requested connections to their homes that lack proper legal documents such as deed of the plot,” it added.

Such cases should be dealt with on the basis of a mechanism approved by the Council of Ministers.

Speaking about recurring power cuts, it said it was due to increased pressure on networks as a result of excess use. “This can be tackled by the company by transferring some subscribers to networks that are not overcrowded,” said the authority.

This process also requires installation of equipment and parts on its overcrowded aerial lines, the authority added. “Until then the power cuts will continue for some time,” it said.

The authority emphasized the need to conduct the technical and legal aspects of complaints and their reasons. “We should contact with service providers to reduce such complaints as far as possible.” It stressed the need for treating all subscribers equally with justice on the basis of a bylaw.

© The Saudi Gazette 2017