APSR issues new decision: It is not permissible to cut off water service during Ramadan

new fees for disconnection & reconnection water services
new fees for disconnection & reconnection water services

The Chairman of the Board of Directors of the Public Services Regulatory Authority issued Decision No. 8/2023 issuing a regulation for the interests of subscribers of water supply, treated water, and collection and transportation services wastewater.

In its second article, the decision included the cancellation of Articles No. 27 and 27 of Chapter Five of the Drinking Water Service Regulation issued by Resolution No. 6/2019.

The new decision included 31 articles in 6 chapters. The first chapter dealt with tariffs, the second the obligations of the service provider, the third with complaints of subscribers, the fourth the procedures for disconnecting the service, the fifth with bills and meters, and the sixth with administrative sanctions.

In the subscriber’s complaints chapter, the service provider is obligated to prepare specific forms for each type of common complaint, and to make them available to subscribers. Subscribers may file a complaint against the Service Provider in the event of a dispute, malfunction, damage or dissatisfaction, and the Service Provider must register any complaint it receives.

According to the decision, the service provider may not terminate or close the subject of the complaint except after submitting a written response to the complainant by any means. In the event of an error in reading the meter or calculating the bills, the service provider is obligated to correct the error and recalculate the bills correctly.

The decision specified the details of the service cut-off procedures, which include submitting a notice to cut off the service at least 10 days before the date of the plan, and the cut-off takes place according to five cases, including the subscriber’s failure to pay financial dues, late financial dues, or using the service for a purpose other than that indicated in the connection request.

The decision also included taking into account not to cut off the service on the last day before the weekend and official holidays, and that the service be cut off between 7 am and 5 pm, and it is not permissible to cut off the service for the subscriber from the residential category during the month of Ramadan.

The decision also specified cases of returning the service to the subscriber from the residential category for the meter that has the smart valve feature within 3 hours, and 6 hours for subscribers who do not have the smart valve feature in the meter, in the case of paying a quarter or half of the amount and paying it in installments over specific periods. in resolution.

The decision stipulates that it is not permitted to issue an invoice with an estimated reading for more than two consecutive months. Estimated invoices can be issued in the event that there is an obstacle that prevents the service provider from taking the actual reading.

As for the two articles that the new decision stipulated to be deleted from the regulation regulating the drinking water service, they allowed the subscriber to file a complaint with the Authority (the Public Authority for Water), as the Authority was abolished. Also, the new decision did not include a reference to the possibility of the subscriber submitting a complaint to the Public Services Regulatory Authority (issuing the decision) in the event of delay or failure of the water service provider to deal with it.


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