Complaints Handling Procedure

The URC is committed to handling all complaints fairly, efficiently, and transparently. This procedure outlines the steps consumers and electricity providers should follow when a complaint arises.

Step 1 — Contact Your Electricity Provider First

If there is a problem, contact your electricity provider as soon as possible to explain the issue and the outcome you want. In many cases, the problem can be resolved over the phone. If you are not satisfied with the customer service, you can ask to speak to a supervisor or put your concerns in writing to the CEO.

When contacting your electricity provider, you should:

Give them your name and your account number
Explain the problem
Explain the outcome you want
Outline the steps you will take if the problem cannot be resolved
Ask for a response within a reasonable time — usually two weeks or 10 working days is acceptable

IMPORTANT: Make sure you keep copies of any letters, emails or documents that you send, as well as details of any calls you make or people you speak with.

Contact Your Provider For Questions About

Getting connected to the network
Arranging for supply of electricity to your home or business
Concerns with the service provided to you
Your rights in relation to cancelling or changing a contract
Billing issues
Your electricity meters
Power lines connecting your property to the network in your area
Power outages
Problems with supply quality, such as low frequency (e.g., when your lights dim)

Step 2 — Escalate to URC If Unresolved

Consumer Complaints – Electricity (Consumer Service) Regulations, 2024

Regulation 30(4): Each complaint must be assigned a unique reference number, which is immediately communicated to the consumer, and resolved within 14 days of filing.
Regulation 30(5): If the licensee fails to respond in time or the consumer is unsatisfied, they may escalate the complaint to the URC, which must resolve it within 30 days.

Our Complaints Procedure Aims To

Provide a service with simple steps and clear responsibilities
Sort out your complaints quickly
Get full answers from the electricity company whether or not it is at fault
Tell you how your complaint is progressing
Tell you the outcome and reasons for our decisions after we have investigated your complaint
Tell you what you should do if you are not satisfied with the way we have handled your complaint

When Dealing With Complaints We Also Aim To

Use what we learn to increase customer protection
Monitor how satisfied customers are with our service and identify ways of improving it