What redress mechanisms are available for consumers?
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The Authority has established a procedure to ensure that consumer complaints are expeditiously handled by the Distribution Companies. The requirement is that each Distribution Company must set up a Customer Care office to receive, register and attend to customer complaints to resolution and submit a report to the Authority on a quarterly basis as a requirement under the Quality of Service Standards 2015.
Customer Care offices of the Distribution Companies are responsible for the complaints of consumers as a first call point. The new initiative of the Authority to encourage service providers/licensees to create a customer service attitude in the sector has improved as compared to the previous years.
In addition, the Authority has established a Consumer Public Affairs Unit for hearing and resolving residual consumer complaints upon appeal on every Distribution Licensee. A complainant must first report any grievance to the Customer Care offices of the Distribution Company before seeking redress from the Authority or the Electricity Disputes Tribunal.