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Frequent Questions

In the following cases:

  1. If the consumer is not satisfied with the action taken by the "service provider" within (30) working days from the date the complaint was closed.
  2. If there is no response to the consumer's complaint from the service provider after (30) working days from the date the complaint was filed.

  • The complaint that was previously escalated to the "service provider" must carry the same reference number.
  • The complaint submitted to the "service provider" should not exceed (30) working days without any action.
  • The complainant must not be the consumer or the owner.
  • The account number for the complainant must not be available with the service provider.

Submit accurate, correct, and updated information to the Saudi Water Authority related to the complaint and attach the necessary documents.

Please ensure that the following conditions are met:

  1. The complaint submitted to the "service provider" has exceeded (30) working days without action.
  2. The complaint must be escalated to the regulator within (30) working days from the date it was closed by the "service provider."
  3. The complainant must be the consumer or the owner.
  4. A account number for the complainant must be available with the service provider.

You can view the guide by visiting the Saudi Water Authority's website.

If you encounter difficulty in escalation and need assistance, you can contact the Saudi Water Authority through their official website SWA.GOV.SA, social media accounts @swa_care, or by calling the unified number 01181188111 for inquiries.
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