To regulate the provision of the highest quality of electricity and water services as provided for by the Sierra Leone Electricity, Water and Sanitation Regulatory Commission Act, 2025.
The Commission’s functions include but not limited to ensuring:
As we take ownership of our actions, and equally ensure that utilities take ownership of their action.
We ensure trust through openness and honesty.
We connect and network with all stakeholders for shared purpose.
We work with care and rigor.
We treat everyone with dignity and fairness.
To regulate the Electricity, Water and Sanitation industries in accordance with the national laws and policies, standards, and international best practices in support of sustainable and orderly development.
To be a Recognised World-class Leader in Electricity, Water and Sanitation Regulation.
LICENCES
COMPLAINTS
Complaints Procedure
The complaint should include the following information:
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
The Consumer Complaints Department (CCD) follows up on complaints referred to the Commission by consumers. The CCD may investigate the complaint and attempts to resolve disputes amicably during the investigation.
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.
Dispute Resolution
Tracking Complaints and Complaints Status
Tracking customer complaints is a priority function of the Commission as a way to ensure that:
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.
