National Water Company number: how do I complain or object to a bill?

The National Water Company number is its unified call centre 8004411110, open around the clock; water reports such as leaks and sewage overflows go to 931. File a water outage complaint or a bill objection on the company's e-branch, app or unified number, and object to a bill within 60 days of its issue.

Steps

1. The National Water Company's official channels: unified call centre 8004411110, around the clock. Water reports centre 931, around the clock. Live chat 16 hours a day, seven days a week. The customer care account on the X platform, around the clock. The virtual centre and service centres on official working days, 10:00 to 18:00.
2. To complain on the e-branch or the company's app: sign in, choose Support and Help from the top menu, then press Submit a complaint.
3. To object to a high water bill: choose Billing, then the sub-category Bill, choose the bill you are objecting to, then press Submit a complaint. Your details must be up to date, and you must object within 60 days of the bill's issue.
4. For a complaint about no water or weak water: choose Water supply, then Water outage, then Submit a complaint. The complaint must be made during the water pumping time, outside scheduled or emergency maintenance, and the meter must be in operation.
5. To report a meter or network leak or a sewage overflow: use the Water reports service on the company's website or app, or call 931.
6. Keep your complaint reference number, because escalation requires it.
7. To escalate: if the company takes no action within 10 working days of your complaint, or you do not accept its outcome, escalate it to the Saudi Water Authority on its website, in its app or on the unified number 19913.
8. Escalate within 30 days of the date the company closed your complaint. A complaint already escalated under the same reference number is not accepted, and the person complaining must be the owner beneficiary or an actual beneficiary.
9. The authority studies the complaint and handles it within 5 working days at most; it may ask you for more information, checks the company's actions, then notifies you of the result. You follow your complaint on the authority's website or app.
10. If you have trouble escalating, contact the authority on the unified number 19913 or its account @swa_care.