{"id":1287,"date":"2026-06-04T09:04:28","date_gmt":"2026-06-04T09:04:28","guid":{"rendered":"https:\/\/switch.sc\/dev\/urc\/?page_id=1287"},"modified":"2026-06-25T17:11:31","modified_gmt":"2026-06-25T17:11:31","slug":"complaints-handling-procedure","status":"publish","type":"page","link":"https:\/\/switch.sc\/dev\/urc\/index.php\/complaints-handling-procedure\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1287\" class=\"elementor elementor-1287\">\n\t\t\t\t<div class=\"elementor-element elementor-element-05bd629 e-con-full e-flex e-con e-parent\" data-id=\"05bd629\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ca607db elementor-widget elementor-widget-heading\" data-id=\"ca607db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f689a1a elementor-widget elementor-widget-text-editor\" data-id=\"f689a1a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0b8d1db e-con-full e-flex e-con e-parent\" data-id=\"0b8d1db\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6d7ab58 elementor-widget elementor-widget-heading\" data-id=\"6d7ab58\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 1 \u2014 Contact Your Electricity Provider First<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2022367 elementor-widget elementor-widget-text-editor\" data-id=\"2022367\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39e5e0f elementor-widget elementor-widget-html\" data-id=\"39e5e0f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<style>\n.cl-list{list-style:none;margin:10px 0 0 0;padding:0}\n.cl-list li{display:flex;align-items:flex-start;gap:10px;font-size:15px;color:#333;line-height:1.75;margin-bottom:9px}\n.cl-list li .dot{background:#4A148C;border-radius:50%;width:8px;height:8px;min-width:8px;margin-top:8px;flex-shrink:0}\n<\/style>\n<p style=\"font-size:15px;color:#333;margin-bottom:8px;font-weight:600\">When contacting your electricity provider, you should:<\/p>\n<ul class=\"cl-list\">\n  <li><span class=\"dot\"><\/span><span>Give them your name and your account number<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Explain the problem<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Explain the outcome you want<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Outline the steps you will take if the problem cannot be resolved<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Ask for a response within a reasonable time \u2014 usually two weeks or 10 working days is acceptable<\/span><\/li>\n<\/ul>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a4ae2ad e-con-full e-flex e-con e-parent\" data-id=\"a4ae2ad\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-7929d21 e-flex e-con-boxed e-con e-child\" data-id=\"7929d21\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8a16c58 elementor-widget elementor-widget-text-editor\" data-id=\"8a16c58\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>IMPORTANT:<\/strong> 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a52c0ee e-con-full e-flex e-con e-parent\" data-id=\"a52c0ee\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79c84ac elementor-widget elementor-widget-heading\" data-id=\"79c84ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Contact Your Provider For Questions About<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-002539c elementor-widget elementor-widget-html\" data-id=\"002539c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<style>\n.cl-list{list-style:none;margin:10px 0 0 0;padding:0}\n.cl-list li{display:flex;align-items:flex-start;gap:10px;font-size:15px;color:#333;line-height:1.75;margin-bottom:9px}\n.cl-list li .dot{background:#4A148C;border-radius:50%;width:8px;height:8px;min-width:8px;margin-top:8px;flex-shrink:0}\n<\/style>\n<ul class=\"cl-list\">\n  <li><span class=\"dot\"><\/span><span>Getting connected to the network<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Arranging for supply of electricity to your home or business<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Concerns with the service provided to you<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Your rights in relation to cancelling or changing a contract<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Billing issues<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Your electricity meters<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Power lines connecting your property to the network in your area<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Power outages<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Problems with supply quality, such as low frequency (e.g., when your lights dim)<\/span><\/li>\n<\/ul>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f16f852 e-con-full e-flex e-con e-parent\" data-id=\"f16f852\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b0387f7 elementor-widget elementor-widget-heading\" data-id=\"b0387f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 2 \u2014 Escalate to URC If Unresolved<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1331ff elementor-widget elementor-widget-heading\" data-id=\"c1331ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Consumer Complaints \u2013 Electricity (Consumer Service) Regulations, 2024<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ecc1133 elementor-widget elementor-widget-html\" data-id=\"ecc1133\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<style>\n.cl-list{list-style:none;margin:10px 0 0 0;padding:0}\n.cl-list li{display:flex;align-items:flex-start;gap:10px;font-size:15px;color:#333;line-height:1.75;margin-bottom:9px}\n.cl-list li .dot{background:#4A148C;border-radius:50%;width:8px;height:8px;min-width:8px;margin-top:8px;flex-shrink:0}\n<\/style>\n<ul class=\"cl-list\">\n  <li><span class=\"dot\"><\/span><span><strong>Regulation 30(4):<\/strong> Each complaint must be assigned a unique reference number, which is immediately communicated to the consumer, and resolved within <strong>14 days<\/strong> of filing.<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span><strong>Regulation 30(5):<\/strong> 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 <strong>30 days<\/strong>.<\/span><\/li>\n<\/ul>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0dae9c3 e-con-full e-flex e-con e-parent\" data-id=\"0dae9c3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ba6cb8 elementor-widget elementor-widget-heading\" data-id=\"5ba6cb8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our Complaints Procedure Aims To<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e3abf7 elementor-widget elementor-widget-html\" data-id=\"0e3abf7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<style>\n.cl-list{list-style:none;margin:10px 0 0 0;padding:0}\n.cl-list li{display:flex;align-items:flex-start;gap:10px;font-size:15px;color:#333;line-height:1.75;margin-bottom:9px}\n.cl-list li .dot{background:#4A148C;border-radius:50%;width:8px;height:8px;min-width:8px;margin-top:8px;flex-shrink:0}\n<\/style>\n<ul class=\"cl-list\">\n  <li><span class=\"dot\"><\/span><span>Provide a service with simple steps and clear responsibilities<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Sort out your complaints quickly<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Get full answers from the electricity company whether or not it is at fault<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Tell you how your complaint is progressing<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Tell you the outcome and reasons for our decisions after we have investigated your complaint<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Tell you what you should do if you are not satisfied with the way we have handled your complaint<\/span><\/li>\n<\/ul>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4993c97 e-con-full e-flex e-con e-parent\" data-id=\"4993c97\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0511836 elementor-widget elementor-widget-heading\" data-id=\"0511836\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">When Dealing With Complaints We Also Aim To<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6dab78a elementor-widget elementor-widget-html\" data-id=\"6dab78a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<style>\n.cl-list{list-style:none;margin:10px 0 0 0;padding:0}\n.cl-list li{display:flex;align-items:flex-start;gap:10px;font-size:15px;color:#333;line-height:1.75;margin-bottom:9px}\n.cl-list li .dot{background:#4A148C;border-radius:50%;width:8px;height:8px;min-width:8px;margin-top:8px;flex-shrink:0}\n<\/style>\n<ul class=\"cl-list\">\n  <li><span class=\"dot\"><\/span><span>Use what we learn to increase customer protection<\/span><\/li>\n  <li><span class=\"dot\"><\/span><span>Monitor how satisfied customers are with our service and identify ways of improving it<\/span><\/li>\n<\/ul>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","footnotes":""},"class_list":["post-1287","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/pages\/1287","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/comments?post=1287"}],"version-history":[{"count":9,"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/pages\/1287\/revisions"}],"predecessor-version":[{"id":1595,"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/pages\/1287\/revisions\/1595"}],"wp:attachment":[{"href":"https:\/\/switch.sc\/dev\/urc\/index.php\/wp-json\/wp\/v2\/media?parent=1287"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}