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Goal & Values
The Electricity and Water Regulatory Commission (EWRC) was established by an Act of Parliament in 2011, with the following objectives:
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Send Us a Complaint
The complaint should include the following information:
- Your name, address and telephone number.
- Company’s name, address and telephone number.
- An explanation of the facts and the specific resolution you are seeking.
- Any documentation to support your complaint, such as a copy of the bill.
It is advised that a complaint is filed as soon possible for timely resolving of the issue(s).
If your problem is still unresolved after you have filed a complaint with the concerned utility or you have additional questions, you may contact us on the above telephone numbers of addresses.
Consumer Protection Committee
If the complaint is not resolved to the satisfaction of the consumer within 60 days after having been received by the Commission, the consumer may request the CCD to refer the complaint to the Complaint Committee of the Commission for decision. This request must be made in writing and must be signed by the consumer.
Once a complaint has been referred to the Committee, the complaint becomes known as a reference, and the consumer and the operator/service provider become parties to the reference. The Committee hears all evidence, arguments, and documents presented by the parties and must make a decision on the reference within 30-60 days. The guidelines set out the scope of the Committee’s authority to order actions to be carried out by the entity/service provider.
- When the Commission receives a complaint, a copy is forwarded to the utility providing the service, which must respond to the Commission within five days.
- The Commission conducts a preliminary enquiry and where the complaint can be resolved by mediation and settlement, officials of the utility and the complainant are invited and settlement is initiated.
- If agreement cannot be reached, the Commission will conduct formal hearing where parties will be given the opportunity to state their case before a panel representing the Commission.
- Persons appearing may be represented by legal or other experts or by themselves.
- At the conclusion of the formal hearing, the panel will submit a full report, which includes their ruling and recommendations on how the complaint should be resolved to the Commission. The Commission will then consider the panel’s report and make an order or issue a direction whichever one is applicable.
Tracking Complaints and Complaints Status
- Every customer complaint is appropriately handled
- Accountability is provided as to how each complaint is handled and at the same time improve customer service
- Each complainant is fairly treated
To this end, a mechanism can be developed wherein a complaint number is generated at the point the complaint is made. With this, the consumer is able to track the status of his/her complaints without the need to go through the Consumer Complaints Department. The Commission can also consider using the social media to track customer complaints.
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