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Frequent Questions

This page offers a collection of frequently asked questions (FAQs) along with detailed answers regarding the Saudi Water Authority website.

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Questions count: 54

In the following cases:

  1. If the consumer is not satisfied with the action taken by the "service provider" within (10) 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 (10) 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 (10) 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. Submit a complaint to the service provider first through the available channels.
  2. You may escalate the complaint to the Saudi Water Authority if the service provider exceeds 10 working days without action.
  3. The escalation must not exceed 30 working days from the date the complaint was closed by 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 19913 for inquiries.

It is a set of provisions and procedures that regulate the exercise of the right to access or obtain public information related to the work of the entities. It also aims to promote the principles of transparency and free circulation of such information.

Yes, the individuals have the right to appeal in case their request is rejected, by submitting the appeal to the Data Management Office at the Authority.

A decision regarding the information request shall be made within thirty (30) days of submitting the request.

Everyone has the right to access public information that is non-confidential.

Non-confidential public information, regardless of its source, form, or nature. This includes paper records, emails, electronic files, audio recordings, videos, images, diagrams, maps, reports, or any other format as long as it is recorded.

  • Personal details of the applicant (full name, address, national ID number, email address).
  • Purpose of the request.
  • Purpose of the data access request.
  • Date of submission.
  • Description of the requested public information.

It is a free service provided by the Authority for citizens and residents, allowing them to calculate their water bill based on their consumption. The costs are calculated according to actual usage and applicable tariffs, helping users better manage their expenses.

It is an advanced, free tool designed to assess water quality using scientific methodologies.

There are two ways to use the Saudi Water Quality Index service:

  • First method: Manual data entry
  • Second method: Uploading an Excel file

The system allows beneficiaries to request a meeting with H.E. the President of the Saudi Water Authority only once per month.

A meeting date will be scheduled within no more than 10 business days from the date of the request submission.

  • Water filling station licenses (desalinated water production / purified water production) (potable / non-potable).
  • Licenses for transporting desalinated and purified water.
  • Licenses for distributing desalinated and purified water.
  • Licenses for collecting and transporting wastewater.
  • Strategic storage licenses.
  • Licenses for transporting and distributing treated water.
  • Non-networked water licenses (tanker).

If the purpose of the wells is charitable (سبيل), the license is issued through the Saqya platform.

Well licenses are issued through the Ministry of Environment, Water and Agriculture, as they fall under the ministry's jurisdiction.

You can view the requirements for each license by visiting the Authority's website and following these steps:

  1. Access the Authority's e-services.
  2. Select the service from the Authority's services list.
  3. Review the required information section.

There are three inspection centers approved by the Authority: (Fahis, Kartek, Mujiz). You can view their geographic coverage and contact details through the Authority's website by following the steps below:

  1. Authority services.
  2. Request a non-networked water services license (tanker).
  3. Review the required information section.

Below is a breakdown of the operational cards accepted by the Authority by activity (designated for sale / not designated for sale):

Operational cards designated for sale:

All operational cards designated for sale must be for public transport.

  • If the applicant is an establishment, the operational card must be for heavy goods transport for commercial purposes (for others – establishments).
  • If the applicant is an individual, the operational card must be for heavy goods transport for commercial purposes (for others – individuals).

Operational cards for tankers not designated for sale:

  • If the applicant is an establishment (public transport), the operational card must be for heavy goods transport for commercial purposes (for the establishment's own benefit).
  • If the applicant is an establishment (private transport), the operational card must be for heavy goods transport for non-commercial purposes.

After the license has been issued, the driver's name cannot be changed until the license expires.

Exemption from obtaining a license from the Authority applies to those who meet all of the following conditions:

  • Filling stations designated for self-consumption and not for sale.
  • Filling stations with a total daily production capacity of 100 m³ or less, whether from a single source or multiple sources within one title deed.

The Guide serves as your primary regulatory reference to ensure an exceptional service experience. It outlines the procedures for obtaining water and wastewater services with ease and clarity, while also defining rights and obligations to ensure the highest level of service delivery.

As part of our commitment to continuous improvement, the updated version (1.5) was issued in April 2026 and is considered the latest approved version aligned with beneficiaries' expectations.

The Guide aims to regulate the relationship between the service provider and the beneficiary, while clarifying the rights and obligations of both parties to ensure service quality and safeguard the rights of all stakeholders.

The Guide helps you understand your rights and obligations, and explains the procedures and requirements necessary to obtain water and wastewater services, in addition to other related services.

All beneficiaries of water and wastewater services, including individuals and establishments.

The Guide covers several key topics, including:

  • Controls and procedures for connecting water and wastewater services.
  • Controls and procedures for modifying water and wastewater services.
  • Controls and procedures for disconnecting water and wastewater services.
  • Controls for applying consumption tariffs for water and wastewater services.
  • Controls for calculating consumption and billing.

As part of efforts to enhance the beneficiary experience, the Guide includes major improvements designed to serve beneficiaries' interests. Most notably, reducing service completion periods (such as reducing the water service connection period to 30 business days and reducing the complaint escalation resolution period at the Authority to 5 business days), simplifying procedures, and ensuring fairness in cost calculation. Full details are outlined in the table below.

Yes. In pursuit of greater fairness, the mechanism has been amended so that fees are calculated based on the actual built-up area rather than the total land area.

No, there is no need to cancel the previous request. The system will automatically update and issue the invoice according to the new fee mechanism.

Yes, you are entitled to a full refund if you cancel the request before the actual implementation of the service begins.

No amendments or refunds can be made after the actual implementation of the service.

To ensure environmental safety and public health within the neighborhood, applicants are required to apply for both water and wastewater services together as an integrated package, and to complete the wastewater outlet preparation before water service can be activated.

Yes, this is considered a fundamental requirement to ensure service efficiency and sustainability.

Complaints are handled by the service provider within a maximum period of ten (10) business days.

To ensure your right to receive the best service, you may escalate a complaint to the Saudi Water Authority if it is not resolved or if you are dissatisfied with the proposed solution. The Authority will handle the complaint promptly within a maximum of five (5) business days.

Yes. To ensure service continuity, if the outage exceeds seventy-two (72) hours, you may request a water tanker at a subsidized price of only SAR 4 per cubic meter.

The tanker will be provided within a maximum of twelve (12) hours from the time the request is submitted.

Yes, wastewater services can be obtained through the installation of a dedicated wastewater service meter.

Yes, you are entitled to do so. To ensure the accuracy of the inspection, only a certified leakage detection report issued within the last 48 hours is required.

You may escalate the inspection result and request a reinspection of the meter by the Authority, subject to approved requirements, including submission of a leakage detection report from an accredited company and a prior inspection result from the service provider confirming the meter's integrity.

Tampering with the meter or reopening it after it has been locked is considered a regulatory violation punishable by a fine of up to SAR 1,000, with consumption calculated at the maximum rate. Approved regulatory procedures will also apply in cases of repeated violations.

You may request an exemption of 50% of the value of the increased bill resulting from hidden leaks by following these steps:

  1. Ensure that the increase exceeds 200%.
  2. Confirm that the increase is linked to hidden defects.
  3. Repair the defects within 30 days.
  4. Ensure that consumption decreases during the following month.
  5. Submit the exemption request within 15 days.

Failure to update the information will keep the bills registered under the beneficiary's name, making the beneficiary legally responsible for paying the full consumption charges until ownership is officially transferred.

You are entitled to receive prior notice before any action related to service disconnection is taken.

After the approved notification and warning periods have elapsed without payment, the service will be temporarily suspended in accordance with the approved regulatory procedures.

Yes, beneficiaries are entitled to submit objections in accordance with the approved procedures.

Separate title deeds for each unit are not required when submitting the request. Instead, the fees are calculated based on the total built-up area stated in the building permit and then divided among the approved number of units.

It refers to the independent unit identified in the building permit, in accordance with the relevant regulations.

A legal title deed is required as a fundamental requirement for applying for the service.

The Guide can be accessed through the Authority's website by following these steps:

  • Visit the Authority's website.
  • Select "About the Authority."
  • Select "Regulations, Bylaws, and Decisions."
  • Select the Water and Wastewater Services Provision Guide.
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