SERA issues district cooling service guidelines

Logo of The Saudi Electricity Regulatory Authority (SERA)

The Saudi Electricity Regulatory Authority (SERA) has issued guidelines for providing district cooling services under the powers granted to it by the Electricity Law.

The regulation aims to regulate the relationship between consumers and district cooling service providers by establishing procedures governing service provision.

The guidelines regulate the provision of district cooling services at various stages and define the relationship between service providers and beneficiaries.

District cooling is defined as the centralized production of thermal energy and its distribution through chilled water or another medium via insulated pipes to cool or heat air in buildings and facilities.

Article 3 sets out the general requirements for district cooling services, including the obligations of both service providers and consumers.

Regarding complaints about inaccurate bills, the guidelines stipulate that when a consumer submits a formal complaint to the service provider disputing a consumption bill, the complaint must be handled as follows:

- Complaint submitted before service disconnection: If a consumer files a complaint before district cooling services are disconnected due to non-payment or the inability to read the meter, the service provider must not disconnect the service, even if the bill's due date has passed. The provider must review the bill and verify its accuracy and consistency with previous consumption levels within a maximum of five business days.

- Complaint submitted after service disconnection: If a consumer files a complaint after district cooling services have been disconnected due to non-payment or the inability to read the meter, the service provider must resolve the complaint within no more than two business days.