The Electricity and Water Regulatory Commission (EWRC) was established by an Act of Parliament in 2011, with the following objectives:
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.
This tariff structure was resolved at the board meeting on 26th September 2023 in the fulfillment of the Sierra Leone
In an effort to improve the regulation and quality of bottled water companies in the country, the Sierra Leone Electricity
The Sierra Leone Electricity and Water Regulatory Commission (SLEWRC) proudly inaugurated its new regional office in Kenema on 2nd August